Citrix Mouse Support

iOS 8.3+, iPad3+, iPhone 5+, Windows PC (with Bluetooth 4.0), Windows 7, Windows 8, and Android 4+

Mice purchased from the Citrix Store or an authorized Distributor will have a 90 day warranty.  Mice obtained as part of the Citrix Synergy X1 Mouse giveaway do not qualify for a warranty. If an issue with a purchased Citrix X1 Mouse occurs, customers should follow the diagnostics instructions on the Citrix X1 Mouse website to troubleshoot their issue.  If the issue persists, customers should obtain their Order Number and enter a request for a replacement mouse on the Citrix X1 Mouse website. Once you submit a request for a return, Citrix operations will review your request and respond within 10 days.

Citrix agrees to ship the Citrix X1 Mouse within 5 days after order acceptance, tracking information will be provided with your X1 Mouse order.

Customers in USA, EU & Singapore can order mice from the Citrix Store and Distributors.  Customers located in Norway, Switzerland, Turkey, Iceland, Liechtenstein, Monaco, Guatemala, San Marino, Macedonia, Albania, South Africa, Canada, Australia, India, Russia, Belarus, Russia, Kazakhstan, Armenia, Japan, China, Brazil, New Zealand, South Korea, Mexico, Taiwan, UAE, Israel, Argentina, Saudi Arabia can only purchase mice from Distributors.  All other restrictions are outlined at http://www.citrix.com/about/legal/security-compliance/export.html

Apple added native mouse support with iOS 13 and iPadOS 13. It’s part of the new AssistiveTouch feature that can be enabled in the Accessibility settings. This works well for native iOS apps where simple clicks and drags are sufficient and works with most Bluetooth or wired mice including the Citrix X1 Mouse. When using an X1 Mouse however, Citrix Workspace communicates directly with the mouse using the public iOS Bluetooth APIs. This allows it to provide desktop style Windows mouse events - such as right click, wheel scroll and hover events – in a Citrix Virtual Apps and Desktops session while also allowing for native mouse support outside a session or in other iOS apps. The X1 Mouse can also be used on a non-iOS device, in which case the mouse behaves just like a standard Bluetooth 4.0 mouse.

Yes, with iOS 13 and iPadOS 13 with the AssistiveTouch feature enabled, but only for simple clicks and drags. The desktop style Windows mouse events that the Citrix X1 Mouse can provide are only available within Citrix Workspace app in a Citrix Virtual Apps and Desktops session. The X1 Mouse also functions as a standard Bluetooth-enabled mouse on Android, Mac and Windows devices. 

Customers are urged to troubleshoot the mouse using the diagnostic instructions on Citrix.com (see below).  The Citrix Workspace app support team is trained to troubleshoot X1 Mouse integration issues, with Workspace app or Citrix Receiver, but physical issues with the X1 Mouse should be handled via the request a return form on Citrix.com.  Customers are also encouraged to purchase Software Maintenance for their Citrix Virtual Apps and Desktops environments to get access to the latest troubleshooting tools, techniques and resources.

XenApp and XenDesktop 7.x and XenApp 6.5 have been tested and validated, but the mouse should work for all version of Citrix Virtual Apps and Desktops utilizing the Receiver for iOS 5.9.5 or higher.

1. Install the Citrix Workspace app. This can be found by searching for “Citrix Workspace” on the App Store. If you are still using Citrix Receiver, ensure that you upgrade to the latest Citrix Workspace app as since August 2018, updates and feature enhancements are only available for Workspace app.
2. Enable Bluetooth on iPhone or iPad. Power ON the X1 Mouse using the switch on the bottom of the mouse.
3. Start Workspace and enable X1 Mouse from the Citrix X1 Mouse settings screen, which is found under the Application Settings.
4. Press the Connect button on the bottom of the mouse.
5. iOS/iPadOS will prompt you to pair the mouse, tap Pair.
6. Once paired, you can see the mouse pointer. Here, you can move the pointer and adjust mouse options including the mouse speed, but please note that mouse clicks will only work inside a Citrix Virtual Apps and Desktops session.
7. In case of any issues (i.e. if you’re not seeing the mouse pointer)
   1. Turn the Citrix X1 Mouse option in Workspace app OFF and back ON.
   2. Power the mouse OFF and back ON using the switch on the bottom of the mouse.
   3. If that still doesn’t help, go to iOS Settings > Bluetooth, locate the Citrix X1 Mouse, tap i next to it, then tap Forget This Device.
   4. Follow the pairing process again, as in #2-4 and make sure you pair the mouse while in the Workspace mouse settings screen or in a session.
   5. Make sure the Citrix X1 Mouse is connected to the intended iPad or iPhone, not a different Bluetooth enabled device.
8. If the Citrix X1 Mouse still has issues, a request for a replacement mouse can be submitted here.