jimerino
Contributor
Contributor

Mouse pointer don't move when upgrade to Windows 8.1

Hi there!

I've upgrade from Windows 8 Pro to Windows 8.1 Pro using the Windows Store on a MacBook Pro (non retina).

Everything fine except can't move the mouse.

The pointer it's fixed on the middle of the screen but can't see it. I know there's on the middle because respond to mouse click (primary and secondary buttons) but can't move and doesn't appears the mouse pointer icon.

Using only keyboard I've reinstalled VMWare Tools but don't fixed the problem.

The Fusion version is 6.0.1. And I've tried on Full Screen, Fusion and One Window mode. On Fusion and One Windows mode, mouse don't move inside the windows, but when go out from the Window boundary appears the OsX mouse pointer normally. When is traveling across the Fusion Window nothing happens and can't see the pointer.

Any suggestion?

Thanks in advance

24 Replies
rittlr
Contributor
Contributor

I can temporarily fix it by choosing "Repair" not "Install" after I inserted the VMWare Tools.

But after some time, it loses the mouse pointer again.

0 Kudos
admin
Immortal
Immortal

Hi Jimerino, thx for using Fusion!

I've tried to reproduce your problem in my own environment, but failed, in my machine, mouse can be used successfully inside VM.

Can you reproduce this problem consistently? If yes, could you pls help enable tools log(detail method in below section 2), then reproduce your problem, collect below logs which I can use to open a bug to get developers' help?

We need below logs:

1.  Fusion support log

   Click Help -> Collect Support Information, and it will generate related log zip file.

2. Tools log:

  2.1 Create a folder to store generated tools log, such as C:\temp

  2.2 Create a file named tools.conf, under C:\Users\All Users\VMware\VMware Tools, input below content into it, and save.

      log = "TRUE"

      log.file = "c:\temp\vmtools.log"

  If enable tools log successfully, you will find vmtools.log generated at folder c:\temp after 5 seconds you save tools.conf. If didn't generate successfully, pls recheck tools.conf file's name, ensure it doesn't have any other extension name which is hidden by default.

And if you can make a screen movie of your problem, that would be greatly helpful. You can use Quicktime player to make it.

Thx a lot for your effort in advance.

0 Kudos
offacough
Contributor
Contributor

Same problem here with Windows 8.1. Problem remains after host upgrade to OS X Mavericks, as well.

0 Kudos
BarryDavies
Contributor
Contributor

I am having the same problem and have been able to fix it, although only temporarily.

To re-enable the mouse I had to go into Device Manager and looked under Mice and other pointing devices. In there I could see three mice, two of which were identical:

  • VMWare Pointing Device
  • VMWare USB Pointing Device
  • VMWare USB Pointing Device

Both VMWare USB Pointing Devices could be disabled, but the VMWare Pointing Device could not. So I disabled them, leaving just the VMWare Pointing Device enabled. At that point my mouse started working again.

However, when I restarted my mouse was not working again. I checked in Device Manager again and the two disabled mice were still disabled. Strangely, this time I had to re-enable both VMWare USB Pointing Device mice to get my mouse back.

I'm not sure what's going on but it looks to be related to these entries.

Please let me know if anybody has success in finding a more permanent solution.

0 Kudos
jimerino
Contributor
Contributor

@jcui0122.

Thanks for your interest but I wont upgrade to Windows 8.1. I have lot of work on my VM and I don't want to test again. Upgrading, trying to solve the problem and recovering the VM from a backup took me 1 day and I can't lost another day to try again.

Thanks again for your interest.

0 Kudos
admin
Immortal
Immortal

Hi, thx for using Fusion. And can you help collect logs when you encounter the problem again?

I can't reproduce the problem in my environment,  if you can provide some logs, I can use that to open a bug to developer, and that can help us find a official solution for this problem.

Thx a lot for your effort in advance.

We need below logs:

1.  Fusion support log

   Click Help -> Collect Support Information, and it will generate related log zip file.

2. Tools log:

  2.1 Create a folder to store generated tools log, such as C:\temp

  2.2 Create a file named tools.conf, under C:\Users\All Users\VMware\VMware Tools, input below content into it, and save.

      log = "TRUE"

      log.file = "c:\temp\vmtools.log"

  If enable tools log successfully, you will find vmtools.log generated at folder c:\temp after 5 seconds you save tools.conf. If didn't generate successfully, pls recheck tools.conf file's name, ensure it doesn't have any other extension name which is hidden by default.

And if you can make a screen movie of your problem, that would be greatly helpful. You can use Quicktime player to make it.

Thx a lot for your effort in advance.

0 Kudos
warrenbuckley
Contributor
Contributor

I am also having this issue from upgrading Windows 8 Pro to Windows 8.1 on my new MacBook Pro Retina.

I am using VMWare Fusion 6.0.2 (Latest) and a little concerned that there is no solution to this problem.

Many Thanks,
Warren

0 Kudos
warrenbuckley
Contributor
Contributor

Just an update on this thread. I have got it working after uninstalling & reinstalling VMWare Tools and this fixed the issue. I thought by re-installing/repairing the VMWare Tools with it already installed would fix it but it didn't I had to uninstall & reinstall.

For anyone interested here is my response from customer support who have suggested a few options for anyone else struggling with this problem:

*************************************

Hello Warren,

Thank you for your Support Request.

My name is Shradha and I'll be taking ownership of your case.

Further to your issue description I reviewed the communities page, we are aware of the issue however have not been able to reproduce this issue in house. The issue has been escalated to our back-end team and we are yet to isolate the issue. With that being said, the following steps have helped a couple of our customers and would recommend you to try and check if it helps:

- Uninstall and re-install VMware Tools

- Power on the VM and check if it helps, if not

- Change the mouse settings to "Never optimize mouse for games" from VMware Fusion > Preferences

- Restart the VM

- if the issue persists, try the next step

- Power off the VM, go to Virtual Machine > Settings > Compatibility > Change the Hardware version to 9

- If prompted to upgrade the VM, select cancel

- Start the VM

If the issue persists, please collect the following Logs and upload it to out ftp server:

- With VMware Fusion/VM open, click on Help > Collect Support Information, this will save a .tgz file to your Mac's Desktop

- Collect the Tools Log by enabling these settings

* Create a tmp folder under the C drive

* Open Notepad application in your Windows 8 virtual machine and copy and paste the below mentioned lines:

__________

[logging]

log = true

# Enable tools service logging to a file.

vmtoolsd.level = debug

vmtoolsd.handler = file

vmtoolsd.data = c:/tmp/vmtoold.log

# Enable 'vmsvc' service logging to a file.

vmsvc.level = debug

vmsvc.handler = file

vmsvc.data = c:/tmp/vmsvc.log

# Enable VMwareResolutinSet.exe logging to a file.

vmresset.level = debug

vmresset.handler = file+

vmresset.data = c:/tmp/vmresset.log

# Enable new "vmusr" service logging to a file.

vmusr.level = debug

vmusr.handler = file

vmusr.data = c:/tmp/vmusr.${USER}.log

# Enable the 'vmvss' snapshot service logging to a file.

vmvss.level = debug

vmvss.handler = file

vmvss.data = c:/tmp/vmvss.log

# Enable old VMwareUser/vmware-user logging to file.

log.file = c:/tmp/vmtools.log

__________________

* Now, save the file in the following location: C:\ProgramData\VMware\VMware Tools name the file as tools.conf

* Once done, please navigate to the following location inside your Windows 8 virtual machine: C:/Program Files/VMware/VMware Tools/

* Double click on the file named: vm-support.vbs

* Once done collect the log files from the location C:/tmp folder.

Once we receive the logs from this location, we will proceed further on this issue.

Regards,

Shradha Tanwar

Technical Support Engineer

Global Support Services

VMware Inc.

Working Hours: Monday to Friday (6am to 3pm PST)

Phone: 1-877-4VMWARE

Your satisfaction is important to us, click here to provide feedback to our Executive team.

0 Kudos
mark_julmar
Contributor
Contributor

I am having a similar issue - Windows 8.1 running VMWare Fusion 6.02 on Mavericks.  I will sometimes "lose" the mouse cursor where it's no longer visible or working in the virtual machine.  Rebooting the VM will sometimes fix the problem - I've noticed it helps if the VM has the mouse captured throughout the boot process.  This is a new issue that showed up around the time Mavericks was released so I think it's related to the new OS.  It's very annoying and I'd love a fix for it so if you need any information just let me know.

mark

0 Kudos
admin
Immortal
Immortal

Hi mark_julmar,

Thx for using Fusion, if you encounter the problem again, could you pls help collect logs as my above comments 2?

I can use that to open an internal bug for this.

Thx a lot.

0 Kudos
tksgo
Contributor
Contributor

Hi there.

I have same problem. Windows 8.1 running VMWare Fusion 6.02 on Mavericks . I use Macbook Pro (not retina).

I got this issue after update Windows 8.1 from windows store.

I tried many times reinstall vmtools. but It has not solved.


but I found it one thing.

1st boot  >>  can't  see mouse  >>  Use click to desktop and login windows start (not desktop)

>> still can't see mouse  >> then select [my account name] use TAB key (2 or 3 typing)  >>  and select  [Sign out]

>> after I can see mouse pointer on login window ...


Why?

I don't know...

may be, I think boot system is problem ... mouse or touch system function... may be.


Now not perfect.

I hope bug fix this issue on next version.

thanks.





0 Kudos
ralphdaily
Contributor
Contributor

I have the same problem of the pointer being "captured" within the VM for Windows 8.1 running VMWare Fusion 6.02 on Mavericks .  I can tab out to mac apps or finder and the pointer works ok in finder for mac app.  But captured again when I tab to fusion VM.  If I force quit VM and it shuts down the VM, then the pointer can work for awhile after restart.  The pointer seems to get confused going between VM and mac then gets captured in the VM.

0 Kudos
ujludwig
Contributor
Contributor

Same problem here.  Mac Retina with VMWare Fusion latest and greatest - Windows 8.1 upgrade has rendered my guest useless!!!

0 Kudos
tjoumas
Contributor
Contributor

I also have the same problem. Mavericks + win8.1 = no mouse pointer.

Signing out and signing in again as suggested by tksgo seems to work.

HPi
Contributor
Contributor

tjoumas wrote:

I also have the same problem. Mavericks + win8.1 = no mouse pointer.

Signing out and signing in again as suggested by tksgo seems to work.

This seems to be most relevant workaround currently. At least it works every time, for now.

Just to add thing into this thread: I haven't upgraded my Windows 8 to 8.1 as most of seem to have, but installed it into fresh and empty Bootcamp with 8.1 media. Windows 8 with Fusion 5.x worked almost "perfectly", at least it didn't have these kind of show-stoppers. Currently having this issue with this setup:

Hardware Overview:

  Model Name: MacBook Pro

  Model Identifier: MacBookPro9,2

  Processor Name: Intel Core i5

  Processor Speed: 2,5 GHz

  Memory: 16 GB

  Boot ROM Version: MBP91.00D3.B08

  SMC Version (system): 2.2f44

  Sudden Motion Sensor:

  -  State: Enabled

System Software Overview:

  System Version: OS X 10.9.1 (13B42)

  Kernel Version: Darwin 13.0.0

Fusion: 6.0.2

0 Kudos
shevy73
Contributor
Contributor

Running VMware Professional Version 6.0.2, I encountered the same problem after upgrading from windows 8 to 8.1 (problem = my mouse pointer was crawling).

Not sure if this helps anyone, but I realized that changing the Scheme of the mouse pointer to "Windows Inverted (system scheme)", (actually, any of the inverted schemes), resolves all my mouse issues.

To change mouse pointer scheme, (1)right-click Desktop and select "Personalize" from drop-down menu; (2)click the "Change mouse pointers" hyperlink (3)choose the "Pointers" tab; (4)select one of the Windows Inverted schemes via drop-down list.

0 Kudos
XtOfFR
Contributor
Contributor

Using a Macbook Pro 15' Retina display, I have the same problem with Windows 8.1 and Windows Server 2012 :smileyangry:

The mouse is not available and the screen seems "frozen" or totally black.

I manage to solve the problem after three reboot.

I can provides collected informations.

Please help us !

0 Kudos
dangero
Contributor
Contributor

I'm having this issue too. Today I was able to fix it by quitting VMWare Fusion and then starting again. Haven't tried logging in and out yet as others suggested.

0 Kudos
peterzz
Contributor
Contributor

I am still having this issue sporadically as well. I'm using Fusion 6.02, on Windows Server 2012 standard. And it's extremely frustrating. Like others, when the mouse starts to disappear, it's just gone when running it over the VM window (not the border, or the VM Fusion menu). When the VM window is in single window, it's very clear. It works on the Mac surface and as soon as you slide it over the windows VM it's gone - making it virtually impossible to use the VM. And if you are in full screen mode, it's even more difficult.

I have tried the install/reinstall of VMware tools, that usually doesn't help. I've restarted the VM image, that may or may not help. I've killed the VMware app itself and restarted, that usually doesn't do it. Only if i reboot my entire Mac OS, restart VM Fusion and Restart the image, does it come back more often than not. But it's still variable thing. I haven't found the one thing that fixes this as a workaround. Never had this problem on the same machine using VM Fusion 5.x and Windows Server 2008 R2.


VMWare: Please find a fix. I loose a ton of productivity when this happens.

0 Kudos