Problem in Intune data protection policy when External Keyboard is connected

Question

Problem in Intune data protection policy when External Keyboard is connected

Anonymous

Our app is protected by Intune protection and configuration policies.
The app displays the files in the folder and opens the file in their respective applications like word document in word or any other managed application.
But when an external keyboard is connected to an ipad, then the the file is not opening in any of the policy managed applications.
This is occurring in ipad when connected with external keyboard. when keyboard is disconnected, the files are opening. or when the keyboard is given full accessibility then the files are opening.
In intune policies, there is an option available for third party keyboards. But there is no support policies for external keyboards.

Please help on this issue.

1 answer

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Answer 1

Crystal-MSFT 53,986 Microsoft External Staff

@Anonymous , Based on my research, I find we need to turn on Full Keyboard Access when we want to control iPad with an external keyboard.
https://support.apple.com/en-sg/guide/ipad/ipad424a3e13/ipados
Note: Non-Microsoft link, just for the reference.

From your description, I know when we grant full accessibility, the files can open. I think Full Keyboard Access is a necessary step when we want to use external keyboard.

In Intune app protection policy, currently, there's only option to allow third party keyboard. In the setting description, it seems the Intune APP SDK instructs the OS to load keyboard extensions/ third party keyboards while company data is actively being used in the app. We can set it as allow to see if the external keyboard can work.
https://techcommunity.microsoft.com/t5/intune-customer-success/updated-known-issue-third-party-keyboards-are-not-blocked-in-ios/ba-p/339486

If there's any update, feel free to let u know.

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Anonymous

2022-11-17T03:29:10.907+00:00

@Crystal-MSFT , Thank you for you reply.

Following are my test results:
I have allowed(enabled) the usage of third party keyboards in Intune policy. But still it does not allow the usage of external keyboard.

According to the following link provided, it says to give full access permission to keyboard if we need to control ipad using the shortcut keys.

https://support.apple.com/en-sg/guide/ipad/ipad424a3e13/ipados

My problem here is the external keyboard works fine like when I click to open a folder inside the appliation.
But when I click a file inside the folder and choose the application to open with, I am unable to select it.
The keyboard stops working here.

I am unable to understand this clearly.

Please let me know if im missing anything.
Crystal-MSFT 53,986 Reputation points Microsoft External Staff

2022-11-17T05:19:37.217+00:00

@Anonymous , Thanks for the reply. For your situation, I think it needs log analysis. Here, we suggest to open case to troubleshoot. Here is a link with the steps to open case for your reference:
https://learn.microsoft.com/en-us/mem/get-support

Thanks for your understanding.
Anonymous

2022-11-17T06:38:24.057+00:00

@Crystal-MSFT Thank you for your reply.

I just got a confirmation from my application users that they were able to work with the external keyboard without any problems before. This seems to be a issue which has been raised in past 2 months.

This is phenomenon is confirmed only in iPad connected with external keyboard.

With no keyboard settings they were able to work without any problem.
There is no update of application by us in the recent months.

We are not sure what has changed which makes this setting as mandatory.
Crystal-MSFT 53,986 Reputation points Microsoft External Staff

2022-11-17T07:37:32.453+00:00

@Anonymous ,,Thanks for your reply. From your description, I know it works before. After doing more research, I find there's a known issue before with office app. Please confirm if your affected app is office. if yes, try to install the latest office app to see if it works. If not, we suggest to open case to troubleshoot.

Thanks and have a nice day!
Anonymous

2022-12-02T01:49:36.337+00:00

@Crystal-MSFT Thank you for your reply and sorry for the delay in response.
It took time to receive the feedback from customers about the results.
All the office applications are updated.
Still there is no change.
This seem to occur after the update of ios 15.x version.
We are still facing this issue.
Crystal-MSFT 53,986 Reputation points Microsoft External Staff

2022-12-02T02:32:00.487+00:00

@Anonymous , Thanks for the reply. I notice the office applications are updated but the issue still persists. If so, we suggest to open case to see if we can get more help.

Thanks for your understanding.
Anonymous

2022-12-02T02:35:57.713+00:00

@Crystal-MSFT Thank you for your reply.
Please suggest us where to open. I even opened a ticket with apple discussions.

Still no use.
Please suggest!
Crystal-MSFT 53,986 Reputation points Microsoft External Staff

2022-12-02T02:46:15.61+00:00

@Anonymous , Here is a link with the steps to open Intune case for your reference:
https://learn.microsoft.com/en-us/mem/get-support
Anonymous

2022-12-02T03:16:40.383+00:00

@Crystal-MSFT
Thank you. I shall raise it.
I also doubt it to be the iOS version update.
Before it was working without any problems.
please see for details in the below ticket raised by us to apple.

https://discussions.apple.com/thread/254396050
Crystal-MSFT 53,986 Reputation points Microsoft External Staff

2022-12-02T07:53:51.913+00:00

@Anonymous , Thanks for the reply. If we can get any solution, I appreciate your help to share here.

Thanks for your time and have a nice day!

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Problem in Intune data protection policy when External Keyboard is connected

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