Resolving Keyboard Input Issues in macOS Remote Control via SOTI XSight

When attempting to remotely control a macOS device using SOTI XSight, users may find they are unable to use their keyboard for typing. This issue typically manifests while trying to input text in applications during a remote session.

This issue occurs in business environments where macOS devices are managed remotely through the SOTI XSight platform. It affects the remote control functionality of devices enrolled within the SOTI MobiControl console.

• Users are unable to type or input text during remote control sessions.
• Keyboard shortcuts do not function as expected.
• Applications do not register keyboard input from the remote user.

To reduce the occurrence of this issue, ensure that the 'Remote Control for macOS' profile is regularly updated and correctly configured. Additional training for users on managing profiles specifically may also be beneficial.

The limitation is often caused by an outdated or improperly configured 'Remote Control for macOS' profile. Interruptions during profile updates or changes in macOS versions that affect compatibility with SOTI XSight may trigger this problem.

Follow the steps below to revoke and reinstall the 'Remote Control for macOS' profile:

1. Log into the SOTI XSight Management console.
2. Navigate to the Devices menu.
3. Locate and select the affected macOS device.
4. Select the Profiles option associated with the selected device.
5. Search for the profile named 'Remote Control for macOS'.  
6. Select Revoke to remove the profile.
7. After revocation, select Add or Reinstall Profile to re-establish the configuration.
8. Once reinstalled, have the user reinitiate the remote control session and verify if the keyboard input works.

During the temporary inability to type, users can utilize the on-screen keyboard available on their macOS device or rely on voice-to-text functionalities until the issue is resolved.

For further assistance, users should ensure their macOS version is compatible with SOTI XSight and that no other network issues are affecting connectivity.