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Enter, Shift, Ctrl and Alt keys not working on connections

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Thomas Marullo, User (Posts: 8)

Aug 13, 2018 5:17:01 pm EDT

Support level: Free or trial

I've seen a few threads with the same issue. I have Viewer 6.8 installed and even tried 6.9 beta. My host is Windows 10 x64. Nothing fancy about my install. I can connect to the hosts and the keys all work except Shift, Alt, Ctrl and Enter. I tried using my viewer On Screen Keyboard and that doesn't work. The remote host On Screen Keyboard works though. I tried swapping keyboards and no luck. I then installed the Viewer software on another Windows 10 system and it worked fine. So I uninstalled, rebooted and reinstalled the Viewer and still the same problem.

Conrad, Support (Posts: 2975)

Aug 14, 2018 2:33:05 am EDT

Hello Thomas,

Thank you for your report. We couldn't reproduce this problem. However, it looks like this problem is specific to that one Viewer machine. Are there any special utilities running there especially those that could use or modify the behavior or keyboard/mouse?

Thomas Marullo, User (Posts: 8)

Aug 14, 2018 11:14:56 am EDT

Support level: Free or trial

Can I privately message you a video showing the reproduction of the issue? Maybe it can help your development team understand what is going on.

Brian Kramer, User (Posts: 7)

Aug 14, 2018 11:16:41 am EDT

Support level: Pro

Thomas and Conrad
I have had the same, problem. I replicated the issue and conrad said it was my local pc and didn't provide any further help.

Conrad, Support (Posts: 2975)

Aug 14, 2018 11:28:29 am EDT

Hello, Thomas

Can I privately message you a video showing the reproduction of the issue? Maybe it can help your development team understand what is going on.

Sure, go ahead. You can send the link to support@remote-utilities.com.

I highly recommend you check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (white list). If there is any blocking it well may be on the a/v software side.

I have had the same, problem. I replicated the issue and conrad said it was my local pc and didn't provide any further help.

Hi Brian. Unfortunately, this is one of those issues that are caused by external factors which may be specific to just certain machine. Quoting the initial post:

I then installed the Viewer software on another Windows 10 system and it worked fine.

That said, there is little we can do in this situation except starting to examine a specific customer's machine and trying to guess what software causes the block. A quick solution would be to check the security software first.

Note that simply disabling a/v software may not work - surprisingly many of these programs still work even if you disable them.

Thomas Marullo, User (Posts: 8)

Aug 14, 2018 11:29:41 am EDT

Support level: Free or trial

Brian Kramer,
Interesting. So follow me here. My computer, "A" connects to "B" and the enter, shift, alt keys don't work. I can open On Screen Keyboard, OSK, on the remote computer B and the keys work that way.

So I then use "A" to connect to "C" and I have the same keyboard issues.

When "C" connects to "B", there are no keyboard issues, which I would then agree with Conrad that there is a problem with computer "A".

The thing is, I have no idea what it could be. Other remote viewing programs have no issue, ie. Chrome Remote, TeamV, UltraViewer. I also tried replacing the keyboard. Maybe I'll try closing programs one by one. But I did record a video reproducing the problem.

Conrad, Support (Posts: 2975)

Aug 14, 2018 11:36:19 am EDT

When "C" connects to "B", there are no keyboard issues, which I would then agree with Conrad that there is a problem with computer "A".

Yes, the problem is on the Viewer side. And most likely it's with certain software (including a/v) that may interfere.

Other remote viewing programs have no issue, ie. Chrome Remote, TeamV, UltraViewer.

Unfortunately, such reasoning doesn't apply here :) Different programs have different implementation and may react differently to even the same conditions.

Thomas Marullo, User (Posts: 8)

Aug 14, 2018 11:43:58 am EDT

Support level: Free or trial

Conrad,
I solved the problem with your advice that it was something on my end. I had the viewer running and closed programs one by one. I found that Synergy was the problem. Synergy is a mouse and keyboard sharing program over IP. I disabled that and then the Enter, Shift, Ctrl and Alt keys all started to work.

So I would ask Brian Kramer to maybe look into any programs that share the keyboard in any way. Maybe he can share his running services with pslist.

Conrad, Support (Posts: 2975)

Aug 14, 2018 5:36:07 pm EDT

Hi Thomas,

That sheds some light, thank you very much. We will do our own testing then with that program and figure out why this is happening and what we can do about it.

Thomas Marullo, User (Posts: 8)

Aug 14, 2018 7:41:33 pm EDT

Support level: Free or trial

Conrad,
Using Synergy v1.6.3 on Windows 10 with an active client sharing the keyboard. Hope this helps.

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