Why is typing randomly backspacing without hitting the backspace key?

Tormeys1

When typing, or when the cursor is on something that can be typed, the cursor randomly backspaces without touching the keyboard. This is particularly annoying and sometimes devastating when whole sections are highlighted and they are deleted as a result. Have tried different keyboards and drivers. It is happening on several different computers. Have tried with Firefox, Chrome and Explorer, no difference, it happens on all three web browsers. Problem only occurs on Reckon. Have cleared cache. This is getting to the point of making Recon Accounts Hosted unusable.

Rav

Thanks for all your troubleshooting @Tormeys1, it's really helpful.

By any chance do you have any key logging/monitoring services running on your PC? Maybe via an antivirus software?

If so, can you try and switch that off and see if that makes any difference at all?

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GerryWinter

I have had this issue once and it turned out to be a sticky key on my keyboard. Maybe try a different keyboard

Lucas

Hi @Tormeys1,

This is the first time we've had someone experience this issue.

May I ask when this first started occurring?

Did you make any changes to your computer or hosted before this begun?

Thank you and speak soon.

Cheers,

Lucas

Rav

Hi @Tormeys1

How long has this been occurring and how often would you say it happens?

Does it occur in a specific area of Hosted eg. when creating an invoice, customising a template, creating a payrun etc or is it across the board from what you've observed?

Are you using a wireless keyboard or a regular keyboard plugged in directly to your PC?

When you notice this occurring, if you exit the file (File ➡️ Exit) and logoff your session from the Hosted control panel before logging out completely then going back in, does it make any difference?

Datarec

Hi @Tormeys1

You have indicated that:

• I have tried different keyboards and drivers.
• It is happening on several different computers.
• I have tried Firefox, Chrome, and Explorer; there is no difference; it happens on all three web browsers.
• The problem only occurs on Reckon.
• I have cleared cache. 

Is this issue that you are experiencing a recent occurrence?

When did it first occur?

When was the last time you used the Reckon Accounts Hosted platform when there were no issues like this occurring?

Have you consulted with a Reckon Accounts Hosted technician/support team member over the phone or via remote access so they can see the problem occurring?

Which Windows operating system are you using?

Are you using desktop PC's or laptops?

Are you using wired or wireless keyboards?

Are you using a wired or wireless mouse?

If you are using laptops, can you try temporarily disabling the touchpad?

Try running the built-in Windows keyboard troubleshooter.

Go to Windows Settings

Then in Settings, search for "Find and fix keyboard problems" to run the troubleshooter

Tormeys1

Thank you for all your responses.

It's not the keyboard. I have tried different keyboards and it is happening across 3 different computers.

No changes have been made to any of the computers other than the normal Windows updates.

It been occurring for several months now.

I happens across all parts of Reckon, invoices, bills, pay - anywhere you can type or tick something. It will remove a tick if the cursor is on it.

Wireless keyboards and mouses are being used. One of the computers is a laptop, the others are desktops.

Have tried the keyboard troubleshooter. No luck. Have even tried different keyboard drivers.

It only happens with Reckon Hosted. Has not occurred with any other other program or site.

Have spoken with Reckon several times. No luck there either. They have indicated the problem might be the browser, but the same problem is occurring across multiple browsers.

Tormeys1

Two our computers use Windows 11, other uses Windows 10.

Lucas

Hi @Tormeys1,

Our team is just as puzzled as you are in regard to this issue, we're unable to replicate at this time and may need to login via your account and investigate.

We have received no other reports with similar behavior indicated by other customers in your posts.

Thank you and speak soon.

Cheers,

Lucas

Technical Support Agent

GerryWinter

Can you please try and open a new company file in reckon? and see if the problem still exists with that.

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Tormeys1

Have cleared the browsing data (Chrome) again. Have done this before on Reckon's advice with no luck. This time it has had some effect. Instead of the backspace intermittently working on its own, the full stop is now activating. Unfortunately it still has the same consequence, when an entry is highlighted it now replaces it with a full stop.

Tormeys1

Yes, we have a remote logging in service running called Anywhere. Have switched this service off on our computers and that has seemed to fix the issue. Many thanks to everyone.

GerryWinter

That is so good to hear. especially when the first thing anybody does is to bag Reckon, blaming them for everything, Sometimes it isn't.