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Date/Time: Wed, 19 Feb 2020 20:58:39 +0000



Zoom Remote Software

[2018-09-18 14:26:25]
TapeReader - Posts: 83 | Ending Date: 2020-02-19
Hi,

I have had consistent issues when using remote mouse control feature of the remote software 'Zoom'.

The remote mouse control feature works with all Windows applications except Sierra Chart.

Within Sierra Chart when the cursor setting is set to Pointer, the remote mouse user can move the cursor but cannot right-click or left-click.

If the cursor is set to Crosshair...there is no remote cursor movement.

Both machines are running Windows 10.

Any insights into why Sierra Chart may not be remote mouse friendly with some remote software tools such as Zoom?
[2018-09-18 17:29:25]
Sierra Chart Engineering - Posts: 81266 | Ending Date: 2020-06-09
No we do not know the reason for this. Ultimately this is going to be an issue with that particular software. This is not something that is within our control. You really need to ask the developer of that software what the problem is. They should be able to resolve this. This is definitively not an issue on our side at all. This is abundantly clear.

For example use the Windows Remote Desktop software. You will find the interaction with Sierra Chart is just fine.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2018-09-18 17:32:05
[2018-09-19 23:56:11]
TapeReader - Posts: 83 | Ending Date: 2020-02-19
Update:

Zoom has downloaded and installed Sierra Chart.

They were able to replicate the left/right click mouse issue with Sierra Chart.

They have escalated this issue to their engineering department.

I have a ticket # and will keep this thread apprised of any material progress.
[2018-09-25 11:04:14]
TapeReader - Posts: 83 | Ending Date: 2020-02-19
Update from Zoom:

Cameron Cregler Today at 02:57
Hi Carl,

Currently our engineering team can replicate the issue, and believe some kind of security or code within the application is blocking Zoom's control, but are still working on trying to pinned down what is causing the block and overriding it.

Thanks
Cameron
[2018-09-25 16:41:41]
Sierra Chart Engineering - Posts: 81266 | Ending Date: 2020-06-09
Makes no sense from our perspective.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2018-09-26 11:13:28]
TapeReader - Posts: 83 | Ending Date: 2020-02-19
Zoom Engineering has found, and I have successfully tested, that if the machine that is screen-sharing Sierra Chart (projecting Sierra Chart) has 'Run this program as Administrator' enabled, then another user can use the remote mouse on the machine that is screen-sharing Sierra Chart.

This is kinda clumsy as it will be difficult to communicate to ad-hoc users that they must launch Sierra Chart as an Administrator if we are going pass the mouse back and forth.

I have asked for further input from Zoom.

Will keep all posted.
[2018-09-27 12:29:03]
TapeReader - Posts: 83 | Ending Date: 2020-02-19
This approach from Zoom Engineering, of running Zoom as an administrator has not been consistent.
[2018-10-05 12:56:29]
TapeReader - Posts: 83 | Ending Date: 2020-02-19
We have given up on Zoom and switched to GoToMeeting.

We are experiencing the same issue with GoToMeeting.
[2018-10-05 18:17:24]
Sierra Chart Engineering - Posts: 81266 | Ending Date: 2020-06-09
Okay from our perspective we are not really understanding why there is a problem.

Sierra Chart interfaces with the Windows operating system in a standard way. It uses MFC for this.

Zoom Engineering has found, and I have successfully tested, that if the machine that is screen-sharing Sierra Chart (projecting Sierra Chart) has 'Run this program as Administrator' enabled, then another user can use the remote mouse on the machine that is screen-sharing Sierra Chart.
If this is solving the problem, then you would need to run Sierra Chart with administrator level access. We do not see how you can work around that.

We help users all the time using Team Viewer and we have never seen any issue like this ever. So try using team viewer instead.

We are also going to be developing our own remote assistance software at some point. But this probably would not be complete until the middle of next year. But it is definitively coming. That is with certainty. We are just not totally sure of the timing.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2018-10-05 18:18:28
[2020-01-19 06:03:23]
User164231 - Posts: 205 | Ending Date: 2020-09-28
How's the remote assistance coming along?
[2020-01-23 03:24:08]
Sierra Chart Engineering - Posts: 81266 | Ending Date: 2020-06-09
This is being worked on gradually. This is all we can say.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.

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