Small (and inaccurate) mouse pointer

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  • Problem
  • Updated 1 week ago
As of this morning's login to Reckon Hosted my mouse pointer in Reckon is tiny, and doesn't "click" on the tip of the pointer.

It is only in the Reckon tab of my browser (ie. it is Reckon specific) and it is only happening to me (other company users are not experiencing this issue).

It is not mission critical but it is annoying.  Logging in and out of Reckon has not helped...

Screen shot below - bonus points for  spotting the mouse pointer... :)

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Lucas Anstiss

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  • Perplexed and fed up

Posted 2 months ago

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Lucas Anstiss

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Ok, so it turns out that my screenshot didn't capture the cursor (sorry if you were trying to find it :) )

Anyway, it's about 1/10th the size of the normal cursor!

Help...
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Rav, Community Manager

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And there goes my last 20 minutes trying to find the mouse pointer in the screenshot.. just kidding :) 

On a serious note, this sounds like a really weird one, and I can't say I've seen or heard of this before.
What kind of mouse are you using? Just a regular wired one or a bluetooth/wireless type?

I can't see which browser you're using but does the same thing happen if you login to Hosted on a different browser as a test?

Also, when you logged out of Hosted, did you also close your session in the Hosted control panel as well? If not, could you try that then logout and close the browser and try again after a couple of minutes.

Cheers
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Lucas Anstiss

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Thanks for your reply Rav.

The mouse is the same one I've always used - a regular USB plug in mouse.  If I unplug the mouse and use the trackpad on my laptop there is no change.

I have tried closing the session on exit, but it has not solved the problem.

I'm using Chrome.  I just tried it in Edge, and the mouse pointer was normal (??).  Now I've logged back in with Chrome and it is tiny again ?!

My strategy at this point is to soldier on today and assume that it will fix itself by Monday :)

L
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Suzanne Lockwood, Accredited Partner

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Hi Lucas,
I also began experiencing the same problem today.  It seemed to happen following a Windows (10) update this afternoon?  I use Chrome, so tested in Firefox and Microsoft Edge and have a normal cursor with those two browsers.
I too have a normal size mouse pointer in all but the Reckon Accounts tab!
Curious; let's hope it resolves itself soon as Chrome is my preferred browser for this program.
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Lucas Anstiss

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Further update - it hasn't fixed itself (!) and I noticed that when I hover the mouse pointer over the toolbox icon that you use to download / upload files etc, the mouse pointer goes back to a normal size...

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irene callahanl

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I am having the same problem cant see my mouse pointer hardly, has anyone got an answer for this

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Rav, Community Manager

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Hi guys,
This is a really strange one and not something I have much info on at this stage but can I grab the version of Chrome you're all using?
I've logged in & out more than a few times today just to test on Chrome (my version number is below) and seems to be fine for me so its a rather stage problem.

Just to confirm, its ONLY happening on Chrome?

Menu button > Help > About Google Chrome (it'll look something like the below)


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Lucas Anstiss

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Thanks Rav - see screenshot below.  I tried in Edge and it was ok.

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Lyn

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I am having the same problem with the mouse pointer and using the same version of Chrome as above.  
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Lyn

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Hi Rav
What's the update on this ?
There is still a problem with the mouse pointer 
Regards
Lyn
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Lucas Anstiss

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Hi Rav,
Any progress on this issue?  
Thanks
Lucas
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Wilma, Accredited Partner

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Yep me also
I thought it was me and my age,  Phewwww so glad that is not the problem.

I am really struggling to see it all when i have the shiny screen issue happening.  
Having to update to a matt screen to help.  However that is not the answer to the tiny mouse pointer.

I'm using Google Chrome  Version 75.0.3770.100 (Official Build) (64-bit)

Cheers
Wilma



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Wilma, Accredited Partner

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Hi Rav,
Any updates.
I noticed that the mouse pointer is normal on the first screen and in the control panel.
When I go into 2019 its normal whilst the screen is black but as soon as accounts has launched it turns to a tiny mouse. about 1/4 the size.
Cheers
Wilma
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Lyn

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Rav .. this needs to be fixed.  It's very annoying having to use a different browser.  Surely the technical team can work out what is causing the problem and fix it.  Please give us an update
Regards
Lyn
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Suzanne Lockwood, Accredited Partner

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Hi Rav, it appears to be a Chrome issue as I have a normal size mouse in other browsers.
Kind regards, Suzanne
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Ian Reeders

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I have same problem. 

Google Chrome is up to date
Version 75.0.3770.142 (Official Build) (64-bit)

Might pay to check Windows version

OS Name Microsoft Windows 10 Pro
Version 10.0.17134 Build 17134



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Luke Cliff

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Same problem with a clients account. Apple OS is fine, Windows doesn't like it.

>> The cursor size is reflecting the size of the screen (of the streamed application) rather than a default size so when the screen size is downsized to fit a browser the cursor goes with it.
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Lucas Anstiss

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Thank you for fixing this  :)  - my quality of life has improved dramatically...
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Wilma van Eyk

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Amen to that Lucas.

Thanks Guys
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Ian Reeders

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For me it is happening under Edge and Chrome. I have changed my screen back to the Windows default scale of 100% and it still happens whether I downsize it or not. It seems to me that if you have changed the cursors from Windows default to something else, then Reckon is changing the cursor back to the Windows default. This problem has only started since the Reckon 2019 upgrade.

Reckon tech people need to get onto this and stop passing the responsibilty to users.
(Edited)