RingCentral Meetings: Cross-Platform Keyboard don't sync

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  • Updated 2 years ago
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Hi, I work for a company that uses Ring Central as their main Remote screen sharing solutions.
However, whenever I am on a remote session with a customer, and I  tried changing linux configuration files using the vim editor, when I hit the arrow keys it keeps printing different characters instead of helping me navigate around. This has been bugging me for a while. I hope someone on here could please help me shed some light on this.
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Jallow

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Posted 2 years ago

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Kim, Alum

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  • What operating system are you running? 
  • What version of RC Meetings are you using (check for update)? 
(Edited)
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Jallow

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 I am using a Mac, OS X El Capitan, RC Meeting version 4.2.55653.0628.
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Derrick Bozkurt, U.S. Tier 3 Support

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Hello Jallow,

We have tested with the following configuration: 

- RC Meetings 4.2.
- VIM for Mac 7.4.
- OS X 10.11.4 El Capitan.

1. Initiated screenshare meeting between two Macs (one as host) and one PC. 
2. Launched VIM editor and created test document. 

All users experienced no difficulty in navigating the document via keyboard arrow keys. In attempting to recreate your issue, we could not observe the aforementioned symptoms, nor could we duplicate the problem upon multiple attempts.

This would suggest that the behavior you are experiencing is likely related to some hardware and/or software preferences local to the machine(s) being used. At this point, we recommend double checking how you have your software configured, and perhaps look into the possibility that these function keys may not be setup to behave the way you are expecting. 

Derrick Bozkurt
Tier III Support
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Jallow

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Have you tried it with different keyboard layouts? I believe you were using the US keyboard on both machines right?. However, in my use case, I normally initiate  screen shares from different parts of the world. Therefore, my customers have different keyboard settings, unless that's not a factor here.

For instance, I was assisting a customer in the UK today via a screen share.As I started editing files on his machine via vim, whenever I hit the "L" key on my keyboard it locks his windows Pc.I thought it was a keyboard issue so I went to preferences and change my keyboard to match his region but that didn't make any difference.

And if I may add; all the machines I work with are in the cloud ( AWS and Azure ). And the OS in question is SoftNAS and Microsoft Server 2012. So I was accessing SoftNAS (linux base) via putty inside a Microsoft Server 2012.

As far as settings goes I don't have any special settings in either my Mac nor the Ring Central app. I left all of them to their default settings.

I hope this will help in investigating further. Thanks for looking into this by the way.
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Derrick Bozkurt, U.S. Tier 3 Support

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Jallow,

We tested with the US Layout. 

However, what it sounds like you may be dealing with here is a modifier key getting "stuck". This could occur due to the key's release event not getting passed through to the remote user over the network environment, or not registering properly on that destination system. That would explain why alternate characters are getting inputted, or the workstation locking.

For example, [WINDOWS]+[L] is actually the default shortcut to lock a PC - So if you are noticing that just pressing [L] is locking the machine you have remoted into, that would indicate that the destination machine also thinks you are holding down [WINDOWS] as well. 

I would suggest running the on screen keyboard next time you remote into a machine. This would at least confirm whether or not that destination machine is registering any additional key presses in error. 

Here are instructions for both Mac and PC. See if you can observe any keys being falsely triggered. 

Derrick Bozkurt
Tier III Support
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Jallow

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Derrick,
 I'll give it a try and get back to you soon. Thanks for the suggestion.
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Marcel Dubois

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My support team struggles with this all the time, too. Please figure out a way to handle keyboard mappings across platforms (PC to Mac, Mac to PC).
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Mike, Official Rep

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We've changed this topic to a Feature Request so that it gets seen by our Product team.  For anyone else having this issue, please chime in and let us know what systems you are using and what the sync issues are. 

Thanks!

Mike