White cursor problem in citrix remote session Intel Iris XE

[ixienix]

Does anyone know the solution to the problem with the white cursor in text areas (disappears on white text area). while working in a Citrix remote session.

Please note that this must be due to the graphics card. I have driver 31.0.101.5330 on it.

with the old driver 31.0.101.4502 I experienced the same problem.

[ACarmona_Intel]

Hello Ixienix, 

Thank you for posting in our communities.

Please provide the following details in order for us to further isolate our issue:

• When did the issue start, and have you made any changes to the system that might cause the issue?
• Please provide a video of the actual issue that we have so we can visualize it more.
• Does the issue only happen with Citrix remote applications?
• Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, errors logged in the system, etc. To generate the SSU report, please refer to the article How to Get the Intel® System Support Utility Logs on Windows . Please send us the generated SSU.txt file.

Thank you, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Ixienix, 

We are checking in with you to see if you already have the answers to our questions so we can further isolate our issue.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ixienix]

• When did the issue start, and have you made any changes to the system that might cause the issue? It's a brand new notebook from HP, i've updated the intel graphics drivers to solve the problem but with no result. When I use a basic Microsoft driver, the problem is solved. But when i use the Microsoft driver i can't use all the specs from the INTEL Iris Xe graphic card.

• Please provide a video of the actual issue that we have so we can visualize it more. Just moving the cursor on textbox and it's dissapears (in in citrix remote session) I read the AMD also had this problem with the citrix sessions, untill AMD updatet their driver

• Does the issue only happen with Citrix remote applications? Yes

• Please generate an SSU report to help me further analyze important details on your system, such as the OS build number, graphics driver version, errors logged in the system, etc. To generate the SSU report, please refer to the article How to Get the Intel® System Support Utility Logs on Windows . Please send us the generated SSU.txt file.

The whole SSU file is attached

[ACarmona_Intel]

Hello Ixienix, 

Based on my research, mouse cursor disappearing happens due to driver issues and wrong settings. 

Regarding that, kindly adhere to the troubleshooting procedures listed below:

Update HP drivers, since HP or your system manufacturer has their own drivers that are customized for your system for better performance. 

How to update HP drivers:

1. Click the provided link: Welcome to HP Software and Drivers.

2. Then click the button "Let HP detect your laptop."

3. Then click the button "Start Download."

4.After finishing downloading the drivers, restart the system.

If the issue still persists, please try to clean install your graphics driver, then use our new Intel graphics driver, which is the latest version 31.0.101.5333.

• How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver
• How to Install an Intel® Graphics Driver in Windows® 10 & Windows 11*
  • Intel® ArcTM and Iris® Xe Graphics for Windows*

Please let us know the result of the troubleshooting steps that you were about to perform, and if the issue still persists, please provide your newly generated SSU.

Thank you, and have a great day ahead!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Ixienix, 

We are checking in with you on the Citrix cursor issue that we have to see if you have already performed the troubleshooting steps that we have provided or if you have any additional queries. Please know that we would be happy to assist you if you have any. 

Thank you, and have a great day! 

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Ixienix, 

We are checking in with you on the White cursor problem in a Citrix remote session

issue that we have, as we have not heard any response from you.

Thank you, and have a great day!

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Ixienix, 

We have not heard back from you, so we will close this enquiry now. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Thank you, and have a great day ahead.

Best regards,

Carmona A.

Intel Customer Support Technician

[MrBoof]

Hello. I experience this problem as well, and i updated with the driver you listed above. The thing is, this problem happens ONLY when you put your citrix session into FULL SCREEN mode. If you set it to Windowed mode, it act as normal.

The problem was identical with the AMD problem, the cursors were visible in window mode, but not visible in fullscreen mode whenever the mouse was moved over an input field like the windows search bar field, notepad, word etc.

The problem is not citrix workspace related, as if i run 1 citrix workspace session, and then another citrix session inside this one, then if i full screen the local citrix session, it makes the mouse disappear in both the local citrix workspace and the citrix session inside the other citrix session even if the session inside is windowed mode. 

The problem occured for us after our machines  were upgraded from Win10 to Win11 and with that new drivers.

Have reinstalled gfx drivers, verified HP drivers, tried to let windows install "best" driver. Nothing helps.