1 2 Previous Next 24 Replies Latest reply on Sep 25, 2014 9:45 PM by kjah

    Mouse pointer don't move when upgrade to Windows 8.1

    jimerino Lurker

      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

        • 1. Re: Mouse pointer don't move when upgrade to Windows 8.1
          rittlr Lurker

          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.

          • 2. Re: Mouse pointer don't move when upgrade to Windows 8.1
            Enthusiast

            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.

            • 3. Re: Mouse pointer don't move when upgrade to Windows 8.1
              offacough Lurker

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

              • 4. Re: Mouse pointer don't move when upgrade to Windows 8.1
                BarryDavies Lurker

                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.

                • 5. Re: Mouse pointer don't move when upgrade to Windows 8.1
                  jimerino Lurker

                  @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.

                  • 6. Re: Mouse pointer don't move when upgrade to Windows 8.1
                    Enthusiast

                    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.

                    • 7. Re: Mouse pointer don't move when upgrade to Windows 8.1
                      warrenbuckley Novice

                      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

                      • 8. Re: Mouse pointer don't move when upgrade to Windows 8.1
                        warrenbuckley Novice

                        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.

                        • 9. Re: Mouse pointer don't move when upgrade to Windows 8.1
                          mark_julmar Novice

                          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

                          • 10. Re: Mouse pointer don't move when upgrade to Windows 8.1
                            Enthusiast

                            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.

                            • 11. Re: Mouse pointer don't move when upgrade to Windows 8.1
                              tksgo Lurker

                              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.





                              • 12. Re: Mouse pointer don't move when upgrade to Windows 8.1
                                ralphdaily Novice

                                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.

                                • 13. Re: Mouse pointer don't move when upgrade to Windows 8.1
                                  ujludwig Lurker

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

                                  • 14. Re: Mouse pointer don't move when upgrade to Windows 8.1
                                    tjoumas Lurker

                                    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.

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