Hi Are you connecting to the call center machines in remote desktop console mode ?

I know nice released a hotfix for the Citrix environment whereby the mouse acted strangely but not via RDP.

May I ask why connect via RDP is it the internal IT support mechanism tool used.

NICE recommend that console mode should always be used when connecting to nice environments. Most likely you are connecting via RDP with you login credentials and as screen agent uses the os login to send screen events and trigger recording this may the issue.

Screen recording uses hooking to capture events from display interface  on screen and as RDP unless connected in console mode starts a new session.

Have a look also as screen agent logs on call canter agent pc this could lead to some useful clues

Thanks celtic123 for the response!

do you have more info about the hotfix for the Citrix environment?

we are actually in the process of doing a VDI Pilot.  it uses an RDP protocol to make the connection to the virtual XP machines.  so when I open the console to the virtual machines, the mouse is fine.  when the Client connects through the VDI device, the mouse is jumpy.  we will probably try to Pilot other VDI software, but I wanted to see if this would be an issue for all that uses regular RDP protocol.  If so, I can eliminate a lot of testing.

Thanks again for your help!

Citrix Hotfix



Details
Product: ScreenAgent
Date: September 19, 2007

Issued By: Zigler Nir

System version and SP required 
ScreenAgent 9.10.01.11
CS Case No. 
5236699
WebPT No. 
38832
Tasks No. 
(optional)
Switch Type 
Not applicable
CTI Server & Link version 
Not applicable
Is it Mandatory? 
No
Changed applications: ScreenAgent


Problem Description
Problem Description:

When the ScreenAgent is recording the mouse cursor constantly flickers on the user screen. The problem occurs only in a Citrix environment.



Solution Description
Solution Description:

The mechanism that is used the capture the mouse cursor was changed.

Implementation Steps:

To be installed only on Citrix servers. Do not install on workstations or on terminal servers.

1.Copy the HF directory locally to the server.
2.Remove the read only attribute from all the files in the directory (if exist).
Select all files  mouse right click  select properties  uncheck the checkmark from the "Read only" attribute  click o.k.
3.Make sure that the ScreenAgent process is not activated in any of the running sessions of the server. If it is running, terminate it.
- Open Task manager.
      - Make sure the "Show processes from all users" checkmark is check.
      - Click the "Image name" column to sort the process according to their names.
      - Verify that the ScreenAgent.exe process is not running, if it is running terminate all its
         instances by clicking on the process and selecting End Process.
4.Execute SP1HFInstall.exe from the local folder. The hotfix will automatically create a backup folder under the ScreenAgent directory and will backup the original files.
5.If the HF installation was performed successfully you will receive the following message:
"The SA_9.10 SP1 HF has been applied successfully"




Verification Steps:

1.Open the registry (regedit.exe) and browse to the following hive:
HKLM\Software\NICE Systems\Nice Screen. Verify that the value of the CurrentVersion key is 9.10.01.12.
2.Browse to the ScreenAgent folder: C:\Program Files\Nice Agent.
Right click on the ScreenAgent.exe file and select properties. In the Version tab verify that the version is 9.10.01.12.
3.Log into a session and perform a recording. Open the ScreenAgent log file and look for the following line: "Using capture component build". Verify that the build number that is written in the line is 184.

The solution requires:
● Citrix Server environment.
● ScreenAgent 9.10.01.11

The following files are replaced by the hotifx
File Name
New File Version

ScreenAgent.exe

9.10.01.12


Tb2RCInst.dll

3.2.0.184

Comments:


Remarks


System version and SP required:
The hotfix should be installed only on Citrix server environments that are exhibiting the flickering mouse cursor problem. Do not install the hotfix on terminal server environments or on workstation environment.
The hotifx requires that ScreenAgent 9.10.01.11 will be installed on the server.

CS Case No.:  
5236699.

WebPT No.:
38832.

Changed applications:  
ScreenAgent.

Problem Description:
When the ScreenAgent is recording, the mouse cursor constantly flickers on the user screen.

Solution Description:
Changed the mechanism that is used to track and capture the mouse cursor.

Implementation Steps:
Step 1 – copy the hotifx folder content locally to the Citrix server.
Step 2 – remove the Ready Only attributes from all the files.
Step 3 – verify that the ScreenAgent.exe process is not running on any session. If the process is running, make sure to terminate it.
Step 4 – run SP1HFInstall.exe from the folder.

Verification Steps
Open the registry (regedit.exe) and browse to the following hive:
HKLM\Software\NICE Systems\Nice Screen. Verify that the value of the CurrentVersion key is 9.10.01.12.
Browse to the ScreenAgent folder: C:\Program Files\Nice Agent.
Right click on the ScreenAgent.exe file and select properties. In the Version tab verify that the version is 9.10.01.12.
Log into a session and perform a recording. Open the ScreenAgent log file and look for the following line: "Using capture component build". Verify that the build number that is written in the line is 184.


9.    The solution requires:
ScreenAgent 9.10.01.11 installed.
Citrix server.

10.  File Name:
ScreenAgent.exe.
Tb2RCInst.dll

11. Comments:
Once the hotfix is installed the reduction to grayscale feature is not available any more. This is a limitation of the hotfix.

12.  Switch Type:
Not applicable.

      13.  CTI Server & Link version:
 Not applicable.
 
      14.  Is it Mandatory?:
No. The hotfix should be installed only on Citrix servers that are running ScreenAgent 9.10.01.11 and are experiencing the mouse flickering problem.

Thanks again!