---
title: "Troubleshooting Keyboard Input in Virtual Machines and Multi-Language Environments"
slug: "troubleshooting-keyboard-input-in-virtual-machines"
updated: 2025-08-15T03:31:49Z
published: 2025-08-15T03:31:49Z
canonical: "docs.screenmeet.com/troubleshooting-keyboard-input-in-virtual-machines"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.screenmeet.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Keyboard Input in Virtual Machines and Multi-Language Environments

## Keyboard Input Issues in Remote Support with Virtual Machines

### Overview

Agents may experience missing or incorrect keystrokes when controlling a virtual machine (VM) on a remote end-user's device. This can occur with any virtualization platform (e.g., VMware, Hyper-V) and is linked to the **Keyboard Mapping** setting in Remote Support, which also affects keyboard language handling between agent and user.

### Cause

Keyboard Mapping determines how keystrokes are interpreted and sent:

- **Agent's Keyboard (Default)**: Uses the agent’s local layout/language. Works for most cases but often fails in nested VM environments, causing dropped or altered keystrokes.
- **User's Keyboard**: Sends raw input from the end-user's host OS, which VMs interpret correctly. This resolves VM issues but maps typing to the end-user’s active layout (e.g., English agent typing into a Japanese layout produces Japanese characters).

### Resolution

Switch **Keyboard Mapping** to *User's Keyboard*. Consider language impact before applying.

Recommendation

Use *User's Keyboard* only when controlling VMs or when agent and user share the same keyboard layout.

### Option 1: Change Default for All Sessions (Admin)

Best for environments where VM support is critical and keyboard layouts are typically the same.

- Log in to [ScreenMeet Console](https://console.screenmeet.com) as an administrator.
- Go to `Organization > Settings and Policies > Remote Support Settings`.
- Set **Keyboard Mapping** from *Agent's Keyboard* to *User's Keyboard*.
- Click **Save Configuration**.

### Option 2: Change During an Active Session (Agent)

Best for teams supporting multiple keyboard languages.

- In the active Remote Support session, open the agent tool panel.
- Go to **Advanced Settings**.
- Change **Mapping** from *Agent's Keyboard* to *User's Keyboard*.

The change is immediate. Be aware that typing will follow the end-user's active keyboard language.