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Enter, shift, ctrl and Alt keys not working from viewer to all hosts

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Ian Bowen, User (Posts: 4)

Oct 29, 2019 12:51:06 pm EDT

Support level: Free or trial
OS:  Windows 7 Enterprise x 64.
AV:  MS Intune (Enterprise Windows Defender)
On one machine when reaching out to hosts via viewer the above keys do not work.  I do not have synergy or any other mouse / keyboard share programs running.
On the machine running the viewer the keyboard works correctly.  The following have been done to attempt to fix.
  • Update viewer / host to current
  • Check sticky keys both sides (Viewer / host)
  • All Driver updates both sides
  • BIOS update

Polina Krasnoborceva, Support (Posts: 1011)

Oct 29, 2019 4:30:40 pm EDT

Hello Ian,

Thank you for your message.

Could you please clarify if you are able to try installing the Viewer to another machine and see if the issue occurs there as well? This would help to isolate the issue first, as it might be caused by external factors that might be specific to a certain machine, such as antivirus software activity.

If the issue only occurs on this specific Viewer PC, please check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (white list).

Also, please try resetting the Viewer configuration file that perhaps was somehow corrupted by antivirus software.
Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action. However, you might need to register the Viewer with your license key again.
4. Run the Viewer and see the issue still persists.

Hope that helps.

Ian Bowen, User (Posts: 4)

Oct 29, 2019 10:27:35 pm EDT

Support level: Free or trial
Viewer installed, uninstalled, and reinstalled.  No dice.
Ejected config_4.xml, no dice.

Conrad Sallian, Support (Posts: 2560)

Oct 30, 2019 5:16:33 am EDT

Hello Ian,

In connection properties please try switching to Unicode input and let us know if it solves the problem.



Thanks.

Ian Bowen, User (Posts: 4)

Oct 31, 2019 10:15:34 am EDT

Support level: Free or trial
No fix.  All uppercase except win shift / ctrl / alt pressed, then it lower cases.  If caps lock is on all upper regardless of shift, etc... pressed.

Polina Krasnoborceva, Support (Posts: 1011)

Oct 31, 2019 1:16:10 pm EDT

Hello Ian,

Thank you for the clarification.

I checked with our developers on the issue. It's probably caused by the antivirus software activity. Please try installing the Viewer on another machine (preferably, a machine without the antivirus software that you've mentioned installed) and see if the issue persists during connection.

Please let us know if the issue persists.

Chad Armitage, User (Posts: 1)

Nov 13, 2019 10:39:52 pm EST

Support level: Free or trial
I have the same issue except with Windows Server 2012 R2 and Windows 10 machines. Neither shift key works.  I have tried all the steps above and with multiple machines and the result is the same. I cannot log in because my password has uppercase and special characters.
Edited:Chad Armitage - Nov 13, 2019 10:40:16 pm EST

Polina Krasnoborceva, Support (Posts: 1011)

Nov 14, 2019 4:43:11 pm EST

Hello Chad,

Thank you for your message.

Could you please clarify if I'm right in assuming that issue occurs on multiple Host machines? In addition, please let me know if there is any utility software installed on the Host machines that can use/control the keyboard and might cause a conflict?

Looking forward to your reply.

Ian Bowen, User (Posts: 4)

Nov 18, 2019 10:01:43 am EST

Support level: Free or trial
My upper case is when Unicode is used.  When not used it's lower case.  As to the AV it's defender / Intune.

Julia O'Neill, User (Posts: 2)

Nov 18, 2019 3:42:55 pm EST

Support level: Free or trial
Hi I have the same problem on my laptop & desktop. I use a different antivirus software on each computer.
The odd thing was, on my desktop, it was working fine and then one day I logged in and I couldn't use the Enter, shift, ctrl & alt keys. When I changed it to unicode input, all keys worked except the enter key. So when I am trying to do an email, I cannot press the return key for a new line, so it all comes out as one long sentence.
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