Troubleshooting Keyboard Input in Virtual Machines and Multi-Language Environments

Overview

Agents may encounter issues where certain keystrokes do not register correctly when controlling a Virtual Machine (VM) running on a remote end-user's host device. This can occur with any virtualization software (e.g., VMware, Hyper-V) and prevents the agent from typing accurately within the VM's operating system.

This behavior is linked to the Keyboard Mapping setting in Remote Support, which also governs how keyboard languages are handled between the agent and the end-user. Understanding its dual impact is key to resolving the issue without causing unintended language input conflicts.

Cause: Understanding Keyboard Mapping

The root cause of this issue lies in how ScreenMeet processes and transmits keyboard inputs, which is controlled by the Keyboard Mapping setting. This setting has two modes:

• Agent's Keyboard (Default): This setting sends keyboard input based on the agent's local keyboard language and layout. For example, if an agent with a US-English keyboard types, the remote machine will register US-English characters. While effective for most applications, the interpreted input from this mode is often not processed correctly by nested VMs, causing some keystrokes to be missed.

• User's Keyboard: This setting sends input based on the end-user's local keyboard language and layout. This method sends a more raw input signal from the host machine, which VMs can correctly interpret. As a secondary effect, this resolves keyboard issues within VMs. However, it also means an an agent will type using the end-user's active keyboard layout. For example, if an agent with an English keyboard is helping a user with a Japanese keyboard layout, the agent's keystrokes will produce Japanese characters on the remote machine.

Resolution

The solution is to switch the Keyboard Mapping to User's Keyboard. However, administrators and agents must consider the language implications before making the change.

Option 1: Change the Default Setting for All Sessions (Administrator)

This option is best for organizations where agents and customers generally share the same keyboard language, or where support for VM environments is a top priority.

Important Considerations:

• Setting the default to User's Keyboard will resolve VM input issues for all sessions.

• However, if an agent assists a user with a different keyboard language, the agent's typing will be mapped to the user's language, which may be undesirable.

Steps:

1. Log in to the ScreenMeet Console at https://console.screenmeet.com with an administrator account.

2. Navigate to Organization > Settings and Policies > Remote Support Settings.

3. Locate the Keyboard Mapping setting.

4. Change the value from Agent's Keyboard to User's Keyboard.

5. Click Save Configuration.

Option 2: Change the Setting During a Session (Agent)

This is the most flexible approach, especially for support teams that assist users across different language regions. It allows the agent to address VM input issues on a case-by-case basis.

Steps:

1. During an active Remote Support session where a VM is being controlled, open the agent tool panel.

2. Navigate to Advanced Settings.

3. Find the Mapping option.

4. Switch the setting from Agent's Keyboard to User's Keyboard.

The change takes effect immediately. The agent should now be able to type correctly inside the virtual machine. The agent should remain aware that their keystrokes will now map to the end-user's configured keyboard language.