Steve Best's community posts

Further to my previous reply, I have ruled out all Dell pre-installed software (there isn't much anyway as it's a business machine) by restarting my Dell laptop in Safe Mode with Networking (Ethernet only).

Viewer experiences the exact same issue even without any 3rd party software running

Any further suggestions?

Kind regards,

Steve.

Polina Krasnoborceva wrote:

I checked with our developers on the issue - unfortunately, it's hard to tell what software exactly might be causing the issue as it is related to the keyboard capture method.

Hi Polina

I would really appreciate some further help from yourselves in getting to the bottom of this issue.   I am more than happy to let your developers remotely access my laptop to be able to investigate further - or I can perform further steps to help diagnose or rule certain things out.   Perhaps if they connected to my laptop they could run process monitor or similar to try to identify what's going on?

If we can solve this issue, it would no doubt help other people too.   I'm definitely not the only person with this issue by the looks of this thread.

Kind regards,

Steve.

Hi Polina

I have emailed support with my laptop specs and list of installed sofware.  In case anyone is having the same problem as me, my device is a Dell XPS 13 2-in-1 7390, which is very new in the market.

I have no antivirus software other than Windows Defender which I have tried adding an exclusion for the Program Files\Viewer folder.  I have tried disabling Windows Firewall across all zones (domain, private, public).  I have also reviewed my list of software and I only have a single copy of Office 365 Business Premium installed which is 100% up to date.

It'd very strange!  I can only guess at it being some incompatibility with some pre-installed Dell software.

Look forward to any further updates or suggestions

Thanks, and kind regards,

Steve.

Hi

Thank you for the comprehensive reply

I have no antivirus software other than Windows 10 defender.  I have added the 'Viewer' folder within Program Files to the exclusions list just in case.   No difference

I have tried deleting the config file - I had to re-enter my license as you hinted.  No difference.

I have tried setting the keyboard setting to Unicode. No difference

Would appreciate any further advice or suggestions?

Kind regards,

Steve.

Hi everyone

Having the exact same issue.

Using latest viewer version (Version 6.10.10.0, July 2, 2019) and host (Version 6.10.10.0, July 2, 2019.)

Other typical keys (alphanumeric) work fine but command keys like CTRL, ENTER do not register at all.  This issue only occurs from the viewer on my Dell XPS 13 2-in-1 laptop.  I can connect from my desktop computer and other computers to the same host with the same viewer version, and the issue is not present.

So it does appear to be something machine-specific like other interfering software.  I have read the thread above but I do not have synergy installed or anything that I believe would interfere.

Is there any way I can progress this issue to get help finding out what the issue is?  If someone in support would like to remote into my laptop, I could set this up if you want to contact me.

I have tried uninstalling and reinstalling the viewer.  I have tried downgrading to 6.9 and 6.8 but all versions exhibit the same problem.

Any suggestions?

Thanks in advance!

Steve.