Mouse cursor disappears on primary computer

from Stardock Forums

Win 10 PC using Multiplicity ver 3.44 KVM Build 00090

In past few days, mouse cursor suddenly disappears on primary PC.  Only way to get it working again is to sign off windows and sign back on, although when I do this, the mouse cursor re-appears but MP is no longer able to control the secondary computer.   I have to reboot to get MP to work again.  After rebooting the mouse is seen and MP works, but after a few minutes to hours, the mouse disappears again.

Would appreciate your help.

Thanks

multiplicity
150,529 views 62 replies
Reply #1 from Stardock Forums Top

Hello,

I have forwarded your report to the Stardock support team for their review and recommendations.

Please keep an eye on this thread for any updates.

We really do appreciate your feedback, thanks.

AzDude
Stardock Community Assistant

Reply #2 from Stardock Forums Top

Hello,

Sorry to hear you are having trouble.

You have a few odd issues, such that, I would to start with a purge / reinstall on each PC:

https://forums.stardock.com/486104/multiplicity-support-faq#reinstalling

Sean Drohan
Stardock Support Manager

Star Control: Origins
Reply #3 from Stardock Forums Top

Thanks for your message. Followed your instructions. Seemed to have worked better for a few hours and then same behavior, mouse cursor on the primary computer disappears and/or very difficult to see, followed by inability to control secondary computer.

 

 

Reply #4 from Stardock Forums Top

Quoting BillP2001, reply 3

Thanks for your message. Followed your instructions. Seemed to have worked better for a few hours and then same behavior, mouse cursor on the primary computer disappears and/or very difficult to see, 
End of BillP2001's quote

That makes no sense to me; MP does not mess with a Primary cursor... Are you using any cursor software on the Primary?  If you can get to the mouse properties:

And select a different mouse schema:

Does the cursor image respond - does it look fine then?

 

Quoting BillP2001, reply 3

followed by inability to control secondary computer.
End of BillP2001's quote

Does that mean you cannot get to the Secondary or you can, just not interact with the desktop?  I am assuming this is a Seamless connection and not KVM, correct?

Sean Drohan
Stardock Support Manager

 

Reply #5 from Stardock Forums Top

I tried changing the scheme a few times when it happened and  the one time I  was able to successfully change the scheme the cursor reappeared for awhile then disappeared, however I was not able to control the secondary computer (the mouse cursor stayed within the primary screen) without rebooting or stopping/starting MP through task manager.

No other mouse software is installed.  Am currently using a wireless mouse but have lost the cursor with a wired mouse as well.

Seamless connection not KVM

Clipboard, cut and paste also not working when problem occurs

When the mouse cursor disappears, if I start and stop the multiplicity service, the cursor re-appears but will inevitably disappear again.

Thanks

Reply #6 from Stardock Forums Top

I think this is a long-standing bug. I've had this happen pretty regularly for a while, every couple of days or so. It's the same as with you -- if I stop the Multiplicity service on the primary, the mouse cursor immediately returns. Normally the only way to get things working fully again is to reboot both my primary and secondary.

Reply #7 from Stardock Forums Top

Quoting tripp_d, reply 6

I think this is a long-standing bug.
End of tripp_d's quote

It's not.

The only conceivable way it could be seen to happen is if MP crashed (extremely rare) on the Secondary while the cursor was on it.  Does that show to happen in your event logs?

Sean Drohan
Stardock Support Manager

Reply #8 from Stardock Forums Top

I'v experienced the same issue in the past intermittently.  Now it's almost constant.  Do you have any further advice to fix this?

Thanks

Reply #9 from Stardock Forums Top

Yes, it is crashing. This is on my primary. It never crashes on my secondary.

 

 

- System
   
- Provider
      [ Name] Application Error
   
- EventID 1000
      [ Qualifiers] 0
   
  Level 2
   
  Task 100
   
  Keywords 0x80000000000000
   
- TimeCreated
      [ SystemTime] 2019-10-31T14:03:55.614203000Z
   
  EventRecordID 31099
   
  Channel Application
   
  Computer tripp3-PC
   
  Security
- EventData

 

      Multipl2.exe
      3.0.0.0
      52af40db
      ntdll.dll
      10.0.18362.387
      a4208572
      c0000374
      000df94d
      1998
      01d58f558e8a6e1e
      C:\Program Files (x86)\Stardock\Multiplicity\Multipl2.exe
      C:\WINDOWS\SYSTEM32\ntdll.dll
      12a3e122-bca2-40a3-bb1a-2a17032c05a4
       
       
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Reply #10 from Stardock Forums Top

Quoting BillP2001, reply 8

I'v experienced the same issue in the past intermittently.  Now it's almost constant.  Do you have any further advice to fix this?

Thanks
End of BillP2001's quote

Quoting sdRohan, reply 7

The only conceivable way it could be seen to happen is if MP crashed (extremely rare) on the Secondary while the cursor was on it.  Does that show to happen in your event logs?
End of sdRohan's quote

Quoting tripp_d, reply 9

Yes, it is crashing. This is on my primary. It never crashes on my secondary.
End of tripp_d's quote

Well that is not good. 

Crashes of MP are about as rare as a full solar eclipse - they just almost never happen and are always (in my experience) caused by other factors (3rd party apps, OS issues, etc, corrupt install.). 

Have you done the purge / reinstall on each recently:

https://forums.stardock.com/486104/multiplicity-support-faq#reinstalling

I would also suggest an SFC scan on each:

https://support.microsoft.com/en-us/help/4026529/windows-10-using-system-file-checker

Sean Drohan
Stardock Support Manager

Reply #11 from Stardock Forums Top

Sean,

As I wrote 2 days ago, already followed your instructions and nothing improved. SFC is fine. Mouse disappears, lose ability to control the secondary and cut and paste doesn't work. Soon as I stop MP service, mouse re-appears.  More often than not have to reboot to get control of secondary and for clipboard to work.

Please advise.

Reply #12 from Stardock Forums Top

Quoting BillP2001, reply 11

Sean,

As I wrote 2 days ago, already followed your instructions and nothing improved. SFC is fine. Mouse disappears, lose ability to control the secondary and cut and paste doesn't work. Soon as I stop MP service, mouse re-appears.  More often than not have to reboot to get control of secondary and for clipboard to work.

Please advise.
End of BillP2001's quote

Bill, please see what I wrote again.... My PC / SFC / Purge in my last reply was for tripp.  I need to know if you see crashes for MP on either box. 

Quoting sdRohan, reply 10

The only conceivable way it could be seen to happen is if MP crashed (extremely rare) on the Secondary while the cursor was on it.  Does that show to happen in your event logs [on either PC]?
End of sdRohan's quote

Sean Drohan
Stardock Support Manager

Reply #13 from Stardock Forums Top

You are mixing comments from 2 different posters.  I didn't say MP crashes.  I noticed similar behavior to the other poster.  What I do notice is that recently I sometimes start MP and and it seems to terminate itself.

 

Faulting application name: Multipl2.exe, version: 3.0.0.0, time stamp: 0x52af40db
Faulting module name: ntdll.dll, version: 10.0.17763.802, time stamp: 0x6071cf9d
Exception code: 0xc0000374
Fault offset: 0x000e0e43
Faulting process id: 0x8f44
Faulting application start time: 0x01d59017befe8ae5
Faulting application path: C:\Program Files (x86)\Stardock\Multiplicity\Multipl2.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Please advise.

Reply #14 from Stardock Forums Top

Quoting BillP2001, reply 13

You are mixing comments from 2 different posters. 
End of BillP2001's quote

Yes, yes I am as both of you are (seeminly) seeing the same issue.

Quoting BillP2001, reply 13

I didn't say MP crashes. 
End of BillP2001's quote

No, I was asking you (both) if it is.  It appears yours, like tripp's, is Bill...

Is that the Primary or Secondary?

Quoting BillP2001, reply 13

What I do notice is that recently I sometimes start MP and and it seems to terminate itself.
End of BillP2001's quote

That should not happen, and again, is extremely rare.  What I would like to know is if, when you see this mouse issue, and before you do anything, if you can see that MP crashed in your event logs.  If you have to reboot to see that - because you can't use your mouse - that's fine.

I would also like to know, from you both, what version / build of Windows you are on - screenshot of winver.exe result is fine.

Sean Drohan
Stardock Support Manager

 

Reply #15 from Stardock Forums Top

Error message is from the primary

Winver 1809 Build 17763-805

Sorry can't tell you about error message before the problem since I have to reboot to get mouse back

I do see many of the same MP errors occurring in the log.

Thanks

 

Reply #16 from Stardock Forums Top

Quoting BillP2001, reply 15

Winver 1809 Build 17763-805
End of BillP2001's quote

Not that it should matter much but that version of Windows is a bit dated.  Are you good with doing an update of Windows?

Sean Drohan
Stardock Support Manager

Reply #17 from Stardock Forums Top

Updated to Winver 1903 Build 18362.418

MP working on restart after update except for clipboard which is still not working despite being enabled

 

 

 

 

Reply #18 from Stardock Forums Top

In my case, sfc /scannow shows everything as fine, too. I'm on 18362.449, but as I mention, this has been an issue going back quite a ways, so thru a number of builds. 

 

 

Reply #19 from Stardock Forums Top

Both BillP2001's crash and my crash are 0xc0000374, which is heap corruption.

 

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Reply #20 from Stardock Forums Top

Hello,

I have forwarded your report to the Stardock support team for their review and recommendations.

Please keep an eye on this thread for any updates.

We really do appreciate your feedback, thanks.

AzDude
Stardock Community Assistant

Reply #21 from Stardock Forums Top

Quoting BillP2001, reply 17

MP working on restart after update except for clipboard which is still not working despite being enabled
End of BillP2001's quote

This is almost always a firewall issue.  Please see:

https://forums.stardock.com/486104/multiplicity-support-faq#cantcopy

Sean Drohan
Stardock Support Manager

Reply #22 from Stardock Forums Top

Followed your instructions re firewall.   Clipboard still not working.  Cannot copy and paste from primary to secondary or from secondary to primary.

Please advise.

Reply #23 from Stardock Forums Top

Quoting BillP2001, reply 22

Followed your instructions re firewall.   Clipboard still not working.  Cannot copy and paste from primary to secondary or from secondary to primary.
End of BillP2001's quote

It is enabled, Bill?

If so, try disable / re-enable.

Did you try with the firewall off, on each PC, Bill? 

If all fail, and because you did an update of Windows, a purge / reinstall may be prudent:

https://forums.stardock.com/486104/multiplicity-support-faq#reinstalling

Sean Drohan
Stardock Support Manager

Reply #24 from Stardock Forums Top

Tried with firewall off on both primary and secondary clipboard didn't work

Tried disabling and enabling clipboard config

Tried purge again clipboard still not working across primary and secondary

Also applied MPPortFix clipboard still not working

 

Reply #25 from Stardock Forums Top

Then something else is preventing it....  What AV app are you using, and if you disable it (on each PC), does it then work?

Sean Drohan
Stardock Support Manager