Important Notice: Microsoft Windows App (formerly Microsoft Remote Desktop App) Update Generating Potential Issue for certain Mac Users

What is Microsoft Windows App?

Previously known as Microsoft Remote Desktop App, Microsoft Windows App is a software application that allows users to connect to a remote computer or virtual machine over a network connection. It is used by millions of users globally. It enables businesses, educational institutions, and IT services providers to securely access remote systems. Most of our customers use this app to connect remotely to SAP Business One and other systems.

Issue Overview

We are aware of an issue caused by the latest update published by Microsoft's Windows App on March 11, 2025, that may impact specific Mac users.

Users affected

This issue affects users with Mac devices that use internal Apple chips (any new Mac device with a name starting with "M"). If you use the mouse trackpad on these devices, you should not experience any issues. However, if your mouse is connected via USB or even Bluetooth, you may encounter problems.

Observed Symptoms

We have observed slow response and latency for Mac users in both shared and dedicated environments. This issue applies to users connecting through Windows App, Microsoft's current Remote Desktop software for Mac OS. 

Users may experience significant slowness/latency on the remote session when using a USB mouse connected to their Mac computer, especially if the mouse has a polling rate above 125Hz. This latency is immediate and worsens as the mouse is used in the session.

Identify if your Mac Laptop is using Apple chips

Here are the steps:

1. Click on the Apple icon in the top-left corner of your screen.
2. Select "About This Mac" from the dropdown menu.
3. In the window that appears, look for the section labeled "Chip". If it says "Apple M1" (or a later version like M1 Pro, M1 Max, M2, etc.), then your Mac is using an Apple chip. If it says "Intel", then your Mac is using an Intel processor

Verify Mouse Poll Rate

Users can test their mouse poll rate from their Mac computer directly by running the test from the following webpage: Polling Rate Test (https://cpstest.org/polling-rate-test/)

• Do Not Run the Test in Your Remote Session: Ensure that you are not connected to SAP or any other system remotely when running the test. Running the test from within a remote session will not provide useful information.
• Run the Test on Your Local Mac Laptop
• Go to https://cpstest.org/polling-rate-test/
• Simply select START and move the mouse around the page.
• If either the Average or Maximum value exceeds 125Hz, then that mouse will likely cause issues when connecting through the Microsoft Windows App.

Below is a screenshot as an example for a mouse with a 1000Hz polling rate:

Microsoft's Plan to Fix the Issue

Microsoft is actively working on a fix for this issue. They plan to release an update to the Windows App that addresses the latency problems caused by high polling rate mice. This update is expected to improve the overall performance and user experience for Mac users with Apple chips. We are closely monitoring Microsoft´s updates on this, but can´t predict how soon they´ll release the update.

Our Efforts

While Microsoft works on a fix, our Technical and Hosting Teams have been testing workarounds for our Mac users, which could help alleviate the wait for a definite solution.

Interim Solutions

We suggest the following alternatives to temporarily remedy the issue:

1. Disconnect the USB mouse and use only the trackpad to move the mouse/scroll within the remote session.
   • In some cases, the USB mouse can still be connected as long as the mouse is not moved at all (any movement will cause latency), but please test with no USB mouse first.
2. Use Bluetooth connection for the mouse.
   • In some instances, connecting a mouse via Bluetooth instead of directly cabled may lower the polling rate and improve the latency on the remote session.
   • If the user’s mouse has Bluetooth functionality, connecting via Bluetooth may resolve the issue.
3. Use mice with only 125Hz polling rate.
   • Some mice only poll at this rate.
   • Other mice may be manually configured to have a 125Hz poll rate, but this depends on the mouse make and manufacturer.
   • If your mouse can be manually configured, these are the suggested steps

• Go to the Apple menu and select System Settings
• Click Mouse or Trackpad in the sidebar
• Click Point & Click
• Drag the Tracking speed slider

Contact Us

Please let us know if you have any questions or comments. We are here to help and ensure you have a smooth experience. If none of these alternatives are available to you or you have questions on how to proceed, we can attempt to connect and assist you directly.