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Certain keys (Enter, CTRL, Shift etc) not working on Remote Host

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Polina Krasnoborceva, Support (Posts: 959)

Dec 30, 2019 12:16:59 pm EST

Hello Alex and George,

Thank you for your messages.

Please try replacing the existing Viewer .exe file in the Viewer installation folder (by default it's C:\Program Files\Remote Utilities - Viewer\) to this test version of Viewer and then run it as administrator. Then please try connecting to the remote Host machine, press the left CTRL key for a few times and close the Viewer.

In the Viewer installation folder (i.e. C:\Program Files\Remote Utilities - Viewer\), the Logs folder will appear that will contain a log file (a .txt file named rutview_2019_12_rms_log.txt for example). Please send this log file to support@remoteutilities.com.

In addition, when running the Viewer as administrator, see if there is any difference in the behavior of the keys and if the issue still persists.
Also, when sending us the log files, please attach the information on the configuration of the machine where the Viewer is running.

Looking forward to your reply.

Stephen Mar, User (Posts: 3)

Jan 02, 2020 5:02:51 pm EST

Support level: Free or trial
I have the same problem with HP laptop running Windows 10 Home, version 1909, OS build 18363.535.  Remote Utilities - Viewer, Version: 6.10.5.0    

Submitted a log file to support today.

Conrad Sallian, Administrator (Posts: 2556)

Jan 03, 2020 11:25:41 am EST

Hello Stephen,

Please, update Remote Utilities to the most recent version which is 6.10.10.0.

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Stephen Mar, User (Posts: 3)

Jan 03, 2020 11:49:22 am EST

Support level: Free or trial
I updated Remote Utilities to 6.10.10 and still have a problem with ctrl, shift and return keys.  Did you receive the log file I sent to support?

Thanks in advance for your help.
Steve

Conrad Sallian, Administrator (Posts: 2556)

Jan 06, 2020 5:15:34 pm EST

Hello Stephen,

Yes, thank you. We have sent an email to you now.

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Stephen Mar, User (Posts: 3)

Jan 06, 2020 9:16:18 pm EST

Support level: Free or trial
Hello Conrad,

I applied the .reg file and restarted my laptop.  Still have the same problem with Shift, Ctrl and Enter keys.

Thanks,
Steve

Mike Greene, User (Posts: 12)

Jan 14, 2020 11:53:06 am EST

I wanted to provide an upd ate to this thread.  This morning I reverted back to the July 2, 2019 build on my viewer.  I se t the keyboard preferences on the two hosts (win2012r2) to UNICODE.

I'm now able to use CTRL and ENTER at the login prompt and also at the desktop.  No other changes to my viewer workstation at all, other than the "windows defender updates".

I haven't tested against any of the other hosts yet (win7, server 2016, etc).

If I use the Dec 20, 2019 build the problem returns.
Edited:Mike Greene - Jan 14, 2020 11:56:07 am EST

Conrad Sallian, Administrator (Posts: 2556)

Jan 14, 2020 12:40:54 pm EST

Hello Mike,

A few questions:

1. Could you please provide the exact  release numbers (you can open Help -> About in the Viewer).

2. You only update/change Viewer, not Hosts, correct?

3. For simplicity of the experiment I recommend that you run portable Viewer from two different folders (i.e. each version resides in a different folder). You can populater both address books with same hosts. So in order to compare how it works in different versions first run rutview.exe from one folder, then run rutview.exe from the other folder.

Again, we cannot reproduce this in our environment (although we will try our best) , and your input will be helpful .

Thanks!

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Mike Greene, User (Posts: 12)

Jan 14, 2020 1:17:13 pm EST

Conrad Sallian wrote:

Hello Mike,

A few questions:

1. Could you please provide the exact  release numbers (you can open Help -> About in the Viewer).

2. You only update/change Viewer, not Hosts, correct?

Yes, on viewer I'm running 6.10.10.0  (July 2nd) build.

All hosts are running 6.10.10.0 as I wasn't provided a Dec 20 build for hosts, only viewer.


3. For simplicity of the experiment I recommend that you run portable Viewer from two different folders (i.e. each version resides in a different folder). You can populater both address books with same hosts. So in order to compare how it works in different versions first run rutview.exe from one folder, then run rutview.exe from the other folder.

Again, we cannot reproduce this in our environment (although we will try our best) , and your input will be helpful .

Thanks!

Do you have an updated build for the portable viewer?  The one on the download site is July 2.
Happy to continue testing, though it is quite odd that it started working after reverting back to July 2nd build.

I am contemplating spinning up a Win10 build 1909 VM to work with a clean OS, though I don't know if that will help resolve the issue I and others are having but it's pretty easy for me to do.

Polina Krasnoborceva, Support (Posts: 959)

Jan 14, 2020 2:05:02 pm EST

Hello Mike,

Thank you for the clarification.

Do you have an updated build for the portable viewer? The one on the download site is July 2.

Please try replacing the Viewer.exe in one of the Portable Viewer folders to the same test version of the Viewer.exe and then test what Conrad had suggested in his post above (i.e. one of the Portable Viewer folders should contain the Viewer.exe version 6.10.10.0 and the other one should contain the test Viewer.exe).

Looking forward to your reply.
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