Keyboard adding extra characters when typing. Reckon only

SuzyA

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?

Rav

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?

SuzyA

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

We are having exactly the same issues. Does anyone know of a fix?

SuzyA

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

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.

SuzyA

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

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 🙂

SuzyA

Will do, thanks for your help to date Rav

SuzyA

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

That's excellent to hear @SuzyA! 🙌

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

SuzyA

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

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.