<h2>Keyboard Input Issues in Remote Support with Virtual Machines</h2><h3>Overview</h3>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.<h3>Cause</h3>Keyboard Mapping determines how keystrokes are interpreted and sent:<ul><li>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.</li><li>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).</li></ul><h3>Resolution</h3>Switch Keyboard Mapping to User's Keyboard. Consider language impact before applying.RecommendationUse User's Keyboard only when controlling VMs or when agent and user share the same keyboard layout.<h3>Option 1: Change Default for All Sessions (Admin)</h3>Best for environments where VM support is critical and keyboard layouts are typically the same.<ul><li>Log in to <a target="_new" rel="noopener" href="https://console.screenmeet.com">ScreenMeet Console</a> as an administrator.</li><li>Go to <code>Organization &gt; Settings and Policies &gt; Remote Support Settings</code>.</li><li>Set Keyboard Mapping from Agent's Keyboard to User's Keyboard.</li><li>Click Save Configuration.</li></ul><h3>Option 2: Change During an Active Session (Agent)</h3>Best for teams supporting multiple keyboard languages.<ul><li>In the active Remote Support session, open the agent tool panel.</li><li>Go to Advanced Settings.</li><li>Change Mapping from Agent's Keyboard to User's Keyboard.</li></ul>The change is immediate. Be aware that typing will follow the end-user's active keyboard language.

Troubleshooting Keyboard Input in Virtual Machines and Multi-Language Environments

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