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6.0 Arrow Keys not working

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Larry Gray, User (Posts: 24)

Dec 22, 2014 9:33:52 am EST

Support level: Free or trial

I am having issue using my arrow keys in remote sessions, they do nothing in any program I use on that remote session.

Edited:Larry Gray - Dec 22, 2014 9:34:27 am EST

Conrad Sallian, Support (Posts: 2926)

Dec 22, 2014 10:34:41 am EST

Hello Larry,

Thank you for your report. Couple of questions.

1. What is the operating system on the local and remote end?

2. What is the version of Remote Utilities used? The latest one as of this writing is 6.0.0.4. Both Viewer and Host should be the latest version installed.

3. Do other keys work?

Thanks.

Larry Gray, User (Posts: 24)

Dec 22, 2014 10:54:45 am EST

Support level: Free or trial

I am running viewer from home: Windows 7 Home Premium SP1
I am viewing a remote computer at work: Windows 7 Enterprise SP1

I open Notepad for testing. I opened notepad and all of the alpha keys and the numbers across the top of them work. My number pad keys (right side of keyboard) also work until I turn off numlock to try any of their non-numeric function (up, down, home, end, arrows). After I turn numlock back on, those keys no longer work at all. Also, my arrow keys at bottom of keyboard do not work at all.

I just updated viewer and host, so both are at 6.0.0.4.

Conrad Sallian, Support (Posts: 2926)

Dec 22, 2014 11:10:56 am EST

Hi Larry,

Thanks for the info. We'll be testing it then and see if we can reproduce the issue in our laboratory.

Larry Gray, User (Posts: 24)

Dec 31, 2014 10:46:55 am EST

Support level: Free or trial

One other thing that happens, not sure if it is related. When my remote computers timeout and go to the login screen, none of my keys will work. I have to close the session and restart it for the keys to work.

Conrad Sallian, Support (Posts: 2926)

Jan 24, 2015 11:19:35 am EST

Hello Larry,

We couldn't reproduce this issue. We even tried to connect from a virtual machine deployed on one PC, to a virtual machine deployed on another PC. And all the keys and arrow keys work. Num pad also works as it should.

Perhaps, it's a keyboard or driver issue. If you have another keyboard could you plug it in for a while and see if the issue persists?

Thanks.

Larry Gray, User (Posts: 24)

Jan 26, 2015 8:16:13 am EST

Support level: Free or trial

I replaced my keyboard, rebooted my computer, still doesn't work. I guess I would have to question why it would be my keyboard when the only thing that has changed is the new version of RU that I've loaded. Except for annoying disconnects, everything worked on the previous version.

Conrad Sallian, Support (Posts: 2926)

Jan 26, 2015 8:51:17 am EST

Hello Larry,

BTW, not sure if I asked you previously, but did you add your Host (and Viewer) installation path in your antivirus software exceptions?

Larry Gray, User (Posts: 24)

Jan 26, 2015 9:14:15 am EST

Support level: Free or trial

I don't actually use Antivirus on this computer, but I do download and run one occasionally (along with malware scanners) to verify I am clean.

Conrad Sallian, Support (Posts: 2926)

Jan 26, 2015 9:26:30 am EST

I was asking because antivirus software can silently corrupt or restrict some program files from running without even notifying the user.

Since these issues can stem from the known authorization bug we are going to fix in the update 6.1, I recommending waiting until then. We'll release the update within a couple of weeks.

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