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Requesting Control Not Working (Can't Click Anything)

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Contributor

I requested control and I was granted access but sporadically it stops working.  I still see my mouse on the other person's machine and it moves around but I can't click anything.

 

This is not a one-time occurrence.  It happened numerous times.

58 Replies

Also having this problem with Mac (Catalina OS, latest). I can no longer do anything on the remote computer after requesting and having been granted control. 

I have similar problem. When somebody else is sharing and I have control, I cannot click on the Top Menu bar, on any maximized window, including the Minimize( _ ), resize and Close (X) buttons at the top right window's corner.
If I want to close a window, or access the top menu bar in a maximized screen, I need to type the Ctrl key and then move with the arrows in the keyboard and hit Enter. Other workaround is, right click on the application at the bottom taskbar and close from there.
When the window is not maximized, I can click on anything without a problem. The issue seems to be only with the top portion of the screen share.
I'm using the new meeting experience released in July 31

@Michael T. DePouw Spottedmahn 

I have the same problem. I can requested control and I was granted access but I can not click on anything and my pointer does not appear! I tried on my old machine with an old TEAM app installed and here everything worked fine also with the same account. The computer required an update. After the update I now have the same problem with TEAMS, I can hand over control but not click on anything. I have been using TEAMS with great pleasure from March to June and everything has worked fine. So either it's due to a windows update or a TEAM update. I hope Microsoft gets the problem fixed quickly, otherwise I can not use TEAM for anything in my teaching. Best regards Bjørn Antonsen.

Hello @davidchandler1250  This entry from our answers.microsoft.com site might help you with your Mac iOS - worth a look, anyway: https://answers.microsoft.com/en-us/msoffice/forum/all/take-control-feature-in-microsoft-teams-doesn...

Tokumi Yokohira@Michael T. DePouw Spottedmahn 

I've experienced a similar situation. In my case, my mouse cursor does not appear on the other persons' screens even if I seem to have the control. I can treat the case by the following workaround. First you click one of   the menus of your Teams window and then the small image of the shared screen will appear. Second you click the small image. Then you can take the control. I hope it is helpful for you.

 

 

@Tokumi_Yokohira Thankyou!
I'm experiencing the exact issue you described and that work around helps.  No idea what has caused the issue though as it's only recently started happening.

Tokumi Yokohira@pleach85 

 

Yes. It's the same. That situation have occurred since a week ago!!!  Some people around me have experienced the same thing, but some people haven't. I don't know its reason.

Hello - Our users are experiencing this issue on the latest build of Teams also. The workaround works for now.

My organisation are experiencing this too. The trick mentioned works only sometimes, depending on how many people are in the presentation.

@AndyParka Same issue here.  The other user grants me control, but I can't click on anything.  We are both using the latest update of Windows 10.  Not sure if Teams is supposed to work on Windows 10.

I found a solution: Once you have gained control, first click on TEAMS and then on the small window to return to the meeting and then it works.
Is this a known bug? It seems pretty glaring if this is Microsoft's premier collaboration tool used by hundreds of millions of people and it doesn't allow collaboration.

@a2c91g5s it seems like they don't care to fix it. I saw a service advisory in the 365 Admin Center today regarding loss of control during a screen share, but the problem of loss of ability to click when invoking any system dialogues is a big issue. My guess is they did it for security, and don't want to backpedal on it and have an issue.

This isn't a temporary issue. It seems from this thread that this is a multi-year problem. Not being able to remotely fix worker's computers is a pretty big problem is most organizations.

I did see someone post that if the helper is allowed control and is unable to click on anything on the helpee's computer, the helper can follow this procedure to fix it, but I haven't verified it:

1. Click on the Teams icon on the left (navigation) bar of the Teams window.
This will minimize the shared screen that you are trying to control
2. Click on the minimized shared screen.

This is supposed to give you control of the shared screen.

So I don't think this is an issue at all but rather a feature(though an opaque one). I find this only happens when a process is running as Admin. You will see your cursor go black in the remote session and lose the ability to interact with the remote session. 

 

Not sure if there is somewhere to change the behaviour. 

Best Response confirmed by ThereseSolimeno (Microsoft)
Solution

@BrutusTheCat You can do a Bing search for TM221283.  This is a known problem that was reported in the O365 Admin Center.

 

Impact

Users who are given control by a presenter during a Microsoft Teams meeting are unable to control the screen.

 

Depending on how impact is presenting itself for your organization, there are workarounds available. If no mouse or keyboard actions are working, users may click on one of the side rail items (such as Chat, Teams or Calendar) and then return to the meeting screen to mitigate impact. If a user has issues controlling the top of the screen, the sharer needs to move the shared app (such as a web browser or the Outlook client) down 40 pixels to mitigate the impact. Current status: We've determined that a recent service update is causing the problem. We're developing a fix, which is expected to take an extended period of time to complete as we need to make sure that it doesn't negatively impact any additional aspects of the Microsoft Teams service. We're expecting for the validation of the fix to complete by Tuesday, September 15, 2020, at which time we're aiming to provide an ETA for the deployment of the fix and the remediation of impact. Scope of impact: This issue could impact any of your users that are given control during a meeting. Our telemetry suggests that approximately three percent of meetings may experience impact. Root cause: A recent service update is preventing users who are given control by a presenter during a Microsoft Teams meeting from controlling the screen. Next update by: Tuesday, September 15, 2020, at 9:00 PMUTC; PublishedTime=2020-09-03T20:07:05.213Z

 

Status: We've received reports of an issue in which some users that are given control by a presenter during a meeting are unable to control the screen as expected. We've determined that a recent update may have introduced a code issue which could be causing the impact. We're developing a fix for this potential issue, which will help us confirm the underlying cause of the problem during the testing and validation phase. Next update by: Tuesday, September 1, 2020, at 9:00 PMUTC; PublishedTime=2020-09-01T19:10:39.74Z

Status: We're testing a fix directly with some affected users to confirm that we fully understand the underlying problem and validate that it effectively resolves the issue. Next update by: Tuesday, September 1, 2020, at 11:00 PMUTC; PublishedTime=2020-09-01T20:56:38.25Z

Status: We were unable to validate the fix with the users who we were testing with as they couldn't reproduce the issue prior to the process. We're working to set up additional testing as well as pursuing internal validation options and will update once we have a deployment timeline in place. Next update by: Wednesday, September 2, 2020, at 11:00 AMUTC; PublishedTime=2020-09-01T22:33:49.497Z

Status: We've developed a fix, which we anticipate will mitigate impact for this issue. We're organizing the deployment of this change, and will monitor the affected environments to ensure it provides the expected relief. Next update by: Thursday, September 3, 2020, at 9:00 PM UTC; PublishedTime=2020-09-02T10:17:40.19Z

Status: We've determined that a recent service update is causing the problem. We're developing a fix, which is expected to take an extended period of time to complete as we need to make sure that it doesn't negatively impact any additional aspects of the Microsoft Teams service. We're expecting for the validation of the fix to complete by Tuesday, September 15, 2020, at which time we're aiming to provide an ETA for the deployment of the fix and the remediation of impact. Next update by: Tuesday, September 15, 2020, at 9:00 PMUTC; PublishedTime=2020-09-03T20:07:05.213Z

@a2c91g5s 

This workaround worked for me, thanks

@KEAbja 

 

I am having the same problem with my Surface Laptop and my regular desktop. When I have been given control they cannot see my mouse and the control does not work. Typically it would show my initials and I could assist them now nothing. Makes the program worthless and Microsoft is no help whatsoever

 

@a2c91g5s

 

Today is 5 Oct, and my computer is up to date with the build. I ran into this issue today on a meeting when my colleague shared the screen, and I tried to control the screen - it worked for a while, and we both were controlling back and forth clicking in and out of the window (it is real work not a controlled test), at one point, clicks and keyboard stopped working - no matter if I clicked out and in and around - my mouse pointer moves on the other screen but does not reflect my click or keyboard actions.