Issue

In the VNC console, the mouse became unavailable, but it is available via the RDP connection.


Environment

Windows Server VSs

Xen compute resources


Resolution

Case 1: RDP Connection Available

  1. Connect to the virtual server by RDP.
  2. To open the Device Manager, press Windows logo key+R.
  3. In the Open field, enter devmgmt.msc and click OK.
  4. Expand Universal Serial Bus Controllers.
  5. Click USB Universal Host Controller and then click  to uninstall the device.
  6. Click the Action tab and select Scan for hardware changes.

The USB Universal Host Controller is reinstalled and the mouse is now available in the console. No reboot is required.

Case 2: RDP Connection Unavailable

  1. Connect to the virtual server using the console (only keyboard available).
  2. Click the Send Ctrl+Alt+Del tab.
  3. Use the Tab key to select the Administrator's profile and enter a password. After the successful login, we can see the desktop.
  4. Press Tab+Arrow to select the PowerShell console.
  5. Press Windows logo key+R to open the Device Manager.
  6. In the Open field, enter devmgmt.msc and click OK.
  7. Expand Universal Serial Bus Controllers.
  8. Click USB Universal Host Controller and then press the Delete key to uninstall the device.
  9. Select the computer and press Shift+F10 to display the context menu and select Scan for hardware changes.

The USB Universal Host Controller is reinstalled and the mouse is now available in the console. No reboot is required.