IOS Feb 2017 version Citrix X1 mouse not working

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John Zempel

February 08, 2017 16:51

Upon upgrading to 7.3, the ability to use a Citrix X1 mouse stopped.   Please advise.

 

zempelj@gmail.com

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  Jump Desktop Support February 14, 2017 19:49

  We followed up with John privately and it seems like it is working for him now: He had to unpair the X1 with the iPad and re-pair it. He did this multiple times (the first time he did it, it didn't work - but it started working during the call to support).

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  Jump Desktop Support February 08, 2017 17:21 (Edited February 14, 2017 19:46)

  Hi,

  This is not a known issue. I just tried to reproduce this using  Jump Desktop 7.3 for iOS, iOS 10.2.1 and it works as expected: The X1 is detected and works without a problem with Jump.

  Can you tell me a little more about how what you're using? Can you make sure the X1 is paired to the iOS device?

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  Lash February 08, 2017 22:06

  Hi - I have the same issue. After the update was applied this morning, my Citrix mouse will not work in Jump Desktop for iOS. 

  IPad Pro, iOS 10.2.1, Jump Desktop 7.3. X1 is paired to device. Have tried killing the App and relaunching, turning Bluetooth on/off, disconnecting and reconnecting mouse via iPad settings, turning on/off mouse, etc. Please advise, thank you!

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  Jump Desktop Support February 09, 2017 00:35 (Edited February 09, 2017 00:35)

  Hi,

  Thanks for getting in touch. Can you please grab the logs for us? It'll help us track down the problem:

  Open up Jump and then tap the settings icon on the top left. Tap Mouse -> Physical Mouse. Wait there for 5-10 seconds and then go back to the main settings screen and tap 'Contact Support' and send over the logs.

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  Jump Desktop Support February 09, 2017 18:16 (Edited February 09, 2017 19:09)

  Hi guys,

  I just want to re-iterate again that we haven't been able to reproduce the problem on our end yet. If you can reproduce this please do get in touch with support@jumpdesktop.com ASAP. 

  Just want to add that a common problem with bluetooth devices and particularly the X1 is when you've paired it with more than one iOS device and both devices are in range. In this case, the X1 might be connecting to the other iOS device. The best way to fix this is to unpair the X1 with all your iOS devices (In iOS open Settings -> Bluetooth and tap the blue icon next to the X1 entry and tap Forget this device). Once you've unpaired with all your iOS devices, re-pair the X1 with the device you want to use it with. 

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