Citrix X1 mouse not connecting to iPad Anymore

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alessandro innocenti

June 04, 2019 11:52

hi all,

i am using Jump Desktop App on my iPad Pro 2018 to connect to a Windows 10 machine

everything worked fine until about a week ago: with the last IOS 12.3.1 update my Citrix X1 mouse is not able to pair with my iPad anymore, and is neither recognized inside the Jump App, making it  completely impossible for me to perform remote support tasks (middle click pan and combinations of middle and right clicks are fundamental for me, that’s why I have bought a Citrix X1)

i was wondering if this is a problem anyone else is having, and if anyone was able to solve it in the meanwhile

 

thanks in advance for you help!

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  Jump Desktop Support June 05, 2019 20:12

  Hi,

  Sorry you're having trouble with the X1. Here are a couple of things to try:

  1. First make sure you unpair the X1 from all the devices you've paired it with. On iOS, open up the Settings app -> Bluetooth and then tap the blue arrow next to the Citrix X1 and then tap 'Forget this device'. If you've paired it with a non iOS device (like your Mac or Windows PC), make sure you unpair it there as well.

  2. Restart your iPad.

  3. Re-pair your mouse with the iPad and try to see if it works now.

  If the above doesn't help, try changing the battery on the mouse as well.

   

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  alessandro innocenti June 06, 2019 09:29 (Edited June 06, 2019 09:30)

  Hi,

  thanks a lot for the prompt help!

  I have tried all the steps you have suggested, of course none of them did work :)
  I have also changed the mouse battery a couple of times (single AA cell) but that did not work either

  but I was able to pair the mouse with iPad by repeatedly pushing the button "connect" on its back, while executing the pairing procedure

  I had used that mouse for more than 1 month, that operation was NOT necessary until the last iPad update
  just keep pushing the "connect" button while the pairing is happening, otherwise you will get the iPad error message "it took too much time to communicate with the device... "
  hope this helps someone!

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