Keyboard adding extra characters when typing. Reckon only

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SuzyA
SuzyA Member Posts: 17 ✭✭

We are having issues of extra characters appearing when we are using Reckon Hosted, but not all the time.

We are getting extra characters when we are typing. This can happen with letters and numbers. Does not happen with any other application EG Word or Outlook. This is happening over several of our login's, on different PC's with different keyboards and only in Reckon. My remote I.T specalist logged in from another city and had the same problem on my Reckon login. Does not happen all the time, and will stop doing this when Reckon Support log in remotely. We have videoed it on a phone as it stops happening if we click on snip for example to video the error.

Anybody else having any similar problems?

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  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
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    Hi @SuzyA

    That sounds pretty strange and I can't say I've seen that before 🤔

    How long would you say this has been happening for? Does this occur when inputting text into a specific area of Reckon Accounts Hosted? eg. only invoices, bills, employees etc or is it across the board?

    Which browser are you using when you notice this happening? Does it occur if you login to Hosted on an alternative browser just as a test?

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  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Hi Rav,

    Yes, it is pretty strange. And very annoying. Has been happening on and off for about a month now.

    It has happened in Payroll, Invoices, Sales Orders, Login page (for passwords - this is especially annoying as you then can't log in) so pretty much across the board.

    We are using Google Chrome. I have 7 users for our accounts and 3 of them have reported the issue. (2 are background users). It happens randomly. One user in the office will have trouble, but another using Reckon in the same office at the same time, will not. It's been witnessed by multiple users as it happens. We have changed keyboards, logged in and out (which may fix it for a small amount of time) but then resumes, but then won't have any problems for days.

    Next time it happens we will try logging in through Microsoft Edge and see if it continues. We are doing a large Microsoft update this evening to see if this fixes the issue as I have just been told by I.T that other companies are having a similar issue but in the likes of Adobe etc.

  • tonylewis52
    tonylewis52 Member Posts: 1
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    We are having exactly the same issues. Does anyone know of a fix?

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Tony the only fix we have found all be it temporary is to try to video it. Click on Snip (download this to bottom tool bar) and click that open to video, Reckon will then stop misbehaving. Same happens when Reckon tech team try to log in remotely, it then stops. Not a fix, but a band-aid.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
    edited November 2023
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    Hi @SuzyA

    Just wanted to check in and see how things went after your Microsoft update. Are you still experiencing the same behaviour?

    Were you able to try it out on a different browser as well?


    We've been speaking internally about your case and we're pretty perplexed by it. If its continuing to happen then we'll need to try drill down on this a bit more.

    You've mentioned that its occurring to multiple users, do all of their separate workstations have anything in common? ie. do they all have the same setup with the same hardware eg. keyboard, display drivers, OS version etc?


    Also, another thing to isolate and try to rule out is any anti-virus solution you may be running. We found some posts online (completely unrelated to Reckon) that referenced similar behaviour and the cause turned out to be a keyboard encryptor feature in an anti-virus solution that was running on the PC.


    If you try the on-screen keyboard (Windows Search ➡️ On-Screen Keyboard), does the same behaviour occur there? If so, I think that would rule out the physical keyboard and its driver as the culprit.


    Lastly, if its still persisting after all of the above and I know this is a bit of an ask, but are you able to take a video recording of it occurring from an external device eg. just a video from your phone for example, showing the full keyboard and monitor that shows what you're typing vs what is appearing on-screen in Hosted.

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  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Hi Rav, as previously said, it does not happen constantly. We have tried different keyboards, and obviously with my IT guy logging in remotely and it still happening for him (a few weeks ago now) it's not the PC set up. As it happens all users have slightly different combinations of PC/keyboard etc.

    This has not happened to any user in the last few working days. We have taken phone video and offered to send it to Reckon support, but they were not really interested in giving me an email address to send the video too. If it happens again this week I will get back on here and request an email address to send the video to. Perhaps the Microsoft update has fixed the problem? I can't tell for sure yet as this does not happen every day, but I will keep you posted.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
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    Thanks @SuzyA, fingers crossed it is fixed up with the new update you've installed 🤞

    If it does occur again though, and you can capture it on video please feel free to shoot it through to me in a private message 🙂

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Will do, thanks for your help to date Rav

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Hi Rav,

    It appears that the Microsoft update has fixed this issue. My I.T specialist had various other customers with the same issue, but in other applications. This is the link to the fix. I hope this helps for anybody else you may come across having issues.

    https://forum.eset.com/topic/38706-random-characters-being-typed-into-the-file-name-input-field-of-the-save-as-dialog-box-in-microsoft-edge/#comment-175385

     Kind Regards

    Suzy

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
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    That's excellent to hear @SuzyA! 🙌

    Thanks so much for letting us know, hopefully smooth sailing from here 😊

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Hi Rav, unfortunately the problem is back, and only in Reckon again. I have attached a video for you. We have found if we try to record it on snip, or just open snip to take a screen shot, it will then stop.

    This chat won't let me upload the video, but I can email it through to somebody if you send me an email address.

    Thanks Suzy

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
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    Hi @SuzyA

    Sorry to hear its come back 🥲

    If you can send the video through to me in a private message that would be great. Just click my name and select the Message button on my profile card that pops up. Attach the video file using the attachment option in the message field.


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  • Wendy_7689800
    Wendy_7689800 Member Posts: 58 ✭✭
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    I'm having the same problem, have had for a long time, anyone else also? Anyone been able to fix it?

    Problem being: when pressing keys for snipping tool (Windows logo key + Shift + S) an "S" character is sent to the screen. This can result in Reckon (Accounts Hosted) acting on the S depending on the field it lands in. It also sends the character/action taken to the snip screenshot.

    It is not every time, but nearly every time that I use the tool

  • Acctd4
    Acctd4 Accredited Partner Posts: 3,594 Reckon Accounts Hosted Expert Reckon Accounts Hosted Expert
    edited July 9
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    @Rav & @SuzyA

    What was the outcome with this in December ? Were you able to identify the cause & resolve it ? 🤔

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
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    Just looking back at the history on this. SuzyA provided us a video that showed clearly what was happening which our dev team reviewed. After that they looked over the session hosts and also the infrastructure but there wasn't anything that turned up that could contribute to what's happening.

    They did however suggest it could be something specific to the local network environment such as a key logging/encryptor service, VPN or anti-virus service etc conflicting

    @SuzyA graciously organised for her IT team to switch off her keyboard protection and see if that helps. I didn't hear back but hopefully that means no news is good news?

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Wendy_7689800
    Wendy_7689800 Member Posts: 58 ✭✭
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    None of those (key logging etc) sound as if they are likely in our environment. We have a very standard stand-alone environment.

    Somehow this issue "feels" similar to and perhaps caused by something similar to what happens when we alt-tab between Reckon and another window (where the cursor jumps to the next field as if I had actually hit tab). I know "feels" isn't scientific, but the similarity is that Reckon is picking up the last part of the key-sequence, ie:

    Alt-tab = Reckon processes the tab on returning to the screen

    Windows logo key + Shift + S = Reckon processes the S on returning to the screen

  • JudyA
    JudyA Member Posts: 69 ✭✭✭
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    @Wendy_7689800 I also have the same issue with the cursor jumping to the next field when using Alt-Tab. I posted here a little while ago asking if there was any solution, but unfortunately no one could offer anything that worked. So I was interested to see if Start-Shift-S would also do the same on my computer as it is doing on yours, and the answer is "Yes".

    When entering a bill and using the Start-Shift-S keys, the snipping tool does open, but it also recalls the first "S" supplier from our supplier list. If I do the same sequence in the account area of the bill, it recalls the first account that starts with "S".

    @Rav it looks like it's not a standalone issue with Wendy's set up.

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Hi Rav and all others.

    Looking back on these comments I have just checked with I.T and we have not turned the keyboard protection back on. We do not seem to have a repeat problem now. In fact we had forgotten all about it. Please try this and hopefully it may help you as well. Worth a try. :)

  • Wendy_7689800
    Wendy_7689800 Member Posts: 58 ✭✭
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    What is keyboard protection, and how do I tell if it's on?

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    Sorry, that's out of my pay grade. If you don't have an I.T department, ask Google. Sorry I couldn't be more help!

  • JudyA
    JudyA Member Posts: 69 ✭✭✭
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    Thanks @SuzyA for your input. Glad to hear it's no longer giving you any issues. I am like Wendy in that I have no idea how to see if keyboard protection is on or not. Google does not seem to answer the question and I cannot find anything under the Windows settings, or in our virus protection software settings.

    @Wendy_7689800 if you find an answer, please share it here! 🙂

  • SuzyA
    SuzyA Member Posts: 17 ✭✭
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    I found this on Goggle

  • JudyA
    JudyA Member Posts: 69 ✭✭✭
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    Thanks again @SuzyA

    That screenshot looks like it might be for a Mac. I'm still clueless as to where to find this in on a PC. I might need to resort to asking my teenager kids for help, and have to put up with the eye-rolling! 🙄

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,032 Community Manager Community Manager
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    Hi @JudyA

    A service like a keyboard logger/protection service would usually be part of an anti-virus or VPN-type software that may be running on your PC rather than within the OS itself.

    With that said, if you have any custom input settings in say your Windows OS settings then that might be worth reviewing as well.

    Lastly, I'd also suggest checking if you're running any browser extensions, which are quite common on a browser like Google Chrome, and see if disabling those results in any change. The easiest way to do this would be just to use an incognito browser window for a little bit as a test.

    Sorry, I know that's a fair bit of info but just throwing out some ideas on a few things that came to mind.

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  • Wendy_7689800
    Wendy_7689800 Member Posts: 58 ✭✭
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    We have a stand-alone PC, we use the Windows built-in anti-virus and don't have VPN type software.

    Thanks for the suggestion of testing in incognito mode, I've done that and both problems still persist. They are not consistent, but perhaps 8/10 times. Enough that I always assume it will happen. But the screen print one is particularly annoying, as the screen snapshot ends up with whatever the S has generated. So I need to remember to put the cursor somewhere out of the way first.

  • Datarec_ReckonLtd
    Datarec_ReckonLtd Reckon Staff Posts: 1,146 Reckon Staff
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    Consider looking at the Windows keyboard settings to see if there is any commonality between those users that are affected and those that are now.

    In Windows 11:

    1. Open Settings
    2. Navigate to Accessibility
    3. Select Keyboard

    Check to see if there are any options enabled or disabled.

    As a test try the On-screen keyboard to confirm if the same problem occurs with that versus using the physical keyboard.

    Try enabling the "Use the Print screen key to open screen capture" if it is not already enabled.

    Or in the Windows Snipping Tool, you can also look at the Settings

  • Wendy_7689800
    Wendy_7689800 Member Posts: 58 ✭✭
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    Thanks for the suggestions:

    1. Onscreen keyboard Results:
    • Alt Tab does not send a tab to Reckon
    • Windows logo key + Shift + S does send the S to Reckon

    2. Enabled Print Screen to open the snipping tool and this works, without sending an S to Reckon

    • So this one is a win (just need to train myself out of the Logo+shift+S sequence now)

    3. Checked all other settings, most are off, nothing seemed different to the settings shown above.

  • Datarec_ReckonLtd
    Datarec_ReckonLtd Reckon Staff Posts: 1,146 Reckon Staff
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    Hi @Wendy_7689800

    Glad to hear that the Print Screen key works better than the Win+Shift+S key combo.

    Check whether the "Filter Keys" options has something you can enable or further modify.