Invisible Mouse in Console

[andre.simard]

Hi all,

Since this morning we've been experiencing an issue where the mouse cursor no longer displays inside the Veeam Backup & Replication console window.
The cursor works fine everywhere else on the desktop/RDP session, it simply disappears when hovering over the console itself.

We also have a client who reported the exact same issue starting this morning. These are two separate, unrelated Veeam environments, not even the same Veeam version.
My colleague is seeing this on every client console he connects to this morning (via Cloud Connect remote RDP).
I'm using the exact same server and the exact same console and do NOT experience the issue.
Started abruptly this morning, no changes made on our end that we're aware of.

Has anyone else run into this today? Curious if this is tied to a recent Windows update, an RDP client version, or something on the Veeam console side itself.

Thank you.

[david.domask]

Hi Andre,

Yes, I've been tracking reports of this from others as well with our Support Team.

Current leading thought is that it may be related to an Edge / WebView2 update, but we don't have anything conclusive yet, however, there are reports we're aware of that other non-Veeam products relying on WebView2 are having the same issue. (i.e., other vendors / products using WebView2 seem to have same invisible cursor issue)

Given that it seems to have popped up all of a sudden just today, may indicate it's about some Windows update, but as noted no clear root cause yet.

Please open a Support Case and include:

1. System & Application Event logs from the server where Remote Console is installed (unfiltered, full event logs please)
2. Veeam logs from Remote Console Server (%localAppData%/Veeam and %ProgramData%/Veeam/Backup)
3. Veeam Server Logs via normal log export

As an immediate workaround, please use the WebUI; I'm aware that it does not yet have full feature parity with the remote console, but should allow for a good number of daily operations to continue.

[mikeely]

For the time being I have it fixed, this does not require a reboot, just a re-launch of the Veeam console:

Code: Select all

Key Name:          HKEY_CURRENT_USER\Software\Microsoft\Avalon.Graphics
Value 0
  Name:            DisableHWAcceleration
  Type:            REG_DWORD
  Data:            0x1

It looks like Microsoft or more likely Intel may have screwed up the compositor somehow...

[andre.simard]

Hi David,
just for reference because i forget to put it in my first post, support case number#08221287

@Mike, thank you for the information i will give it a try.

[apolloxm]

Yes, I had the same issue, Please work with Microsoft very closely to fix this issue. Thanks!

[david.domask]

Thanks for sharing the workaround Mike, let's see if it helps others.

Based on Support Team work, rolling back to previous version of EdgeView seems to resolve it: https://www.catalog.update.microsoft.co ... 20webview2

So likely seems like it's a Microsoft issue indeed, so will need to wait for them to push an update on WebView. For time being, use Mike's workaround or rollback if feasible.