Latest Adobe Reader DC & Citrix XenApp 6.5 / Server 2008 R2 SP1 - Sluggish mouse, 2 years later.

[negrumanuel]

Hi,

There are already posts on this forum on this subject that date back few good months and they all end with no resolution - I will not link to them.

I'm just looking to make a bit more noise and attract a crowd, hopefully that will get the attention of Adobe. I can't seem to find another way to get through to them. I've already filled a bug report via a page I found but I doubt anyone is looking into those reports. I just want a simple answer from Adobe.

We're upgrading from Reader XI to Reader DC (latest version / patch) on our Citrix XenApp 6.5 environment running on Server 2008 R2 SP1. The mouse responsiveness via a ICA Citrix connection is very sluggish. This seems to have been caused by the introduction of the 32bit 'black cursor' 2 or so years ago.

I've seen all the posts on Adobe and Citrix forums, the CTX article, we tried the reg key suggested, etc. Don't repost those unless you're posting a solution that worked for you with the latest version of DC.

I just want to know from Adobe..

- Is someone looking into this issue?

- Are there plans to allow users/admins to select which cursors to use (system or reader built-in).

If anyone knows a way to get through to someone that actually works for Adobe...would be great.

Thanks,

Daniel

[EnterpriseHelp]

When you provide details about your attempts to resolve the issue, we can make suggestions in the context of what you've tried and the forum posts you've read. For example, it would be helpful to know "who" suggested you change "what" registry preference . . .

As a start, have you tuned the product for performance as described here?:

• https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/citrix.html#best-practices
• https://www.adobe.com/devnet-docs/acrobatetk/tools/AdminGuide/v_overview.html#tuning

There are some cursor prefs here:

https://www.adobe.com/devnet-docs/acrobatetk/tools/PrefRef/Windows/Selection.html?zoom_highlight=cur...

[negrumanuel]

Hello,

Thanks for the reply. The issue I'm reporting is documented by Ctirix here: [XenDesktop 7.x]Mouse movement is sluggish in Acrobat Reader DC 17.012.20098  It is this particular reg key we tried on our servers with no positive effect.

We're not experiencing the cursor being sluggish issue if we're using Reader XI. Also, we noticed that if we downgrade to Adobe Reader DC version 2015.010.20060, the mouse pointer changes to the Windows system default and works fine. In the very next version after this one it seems the cursor was changed and it has started causing issues.

I'm happy to WebEx the issue to you if you want.

I went through the articles provided but didn't find anything helpful for this particular issue. FYI, both the pointer and the hand cursor show the same sluggish-ness.

A simple search on the Adobe forums for 'citrix sluggish or slow mouse' will reveal other posts with similar issues.

Thank you,

Daniel

[EnterpriseHelp]

it looks like that preference was specifically created to mitigate the issue you're having. I can try pinging some engineers and see what they think. In the meantime, did you follow and deploy the tuning steps in the documentation?

[EnterpriseHelp · Accepted solution]

Apparently there was a fix released in the update for the Classic track in July. A fix for the Continuous track is coming in August (next update).

[negrumanuel]

Great news !

Have tested the Classic track + the July patch + bShouldUseScalableCursor reg key and now everything is fine !

Looking forward to the Continuous release this month ! (which his what we're using)

Thank again.

Daniel.

[negrumanuel]

August updates

Reader DC Continuous track August Patch + bShouldUseScalableCursor reg key = issue is gone.

Thank you.