All mouse clicks and keyboard entry are doubled

MSP360 Managed Products Connect (Managed)
1

I was having weird results when clicking on drop down boxes in a remotely controlled PC. I would click on it and often I would see the dropdown list flash real quick and then go away. I could tell that the field had been selected and I could use the arrow keys to move through the list box and then press Enter to select an item. But, since the list wasn’t popped up any more, I couldn’t click on an entry in it.

It just so happens that I was just now trying to type into a field on the remote PC. Every keystroke that I typed was doubled. So, if I typed “this”, what was entered on the remote PC was “tthhiiss”. When this happened, I realized that this is what is happening with the mouse clicks as well (I think). That is why I see the dropdown pop up and then immediately do away. The first click shows the drop down, and then the second click causes the list to go away.

I can’t find any settings that I think could be causing this. Any ideas?

2

[reply=“DavidA;d1283”] Make sure you’re on the latest version and send us the logs from both machines via diagnostic menu, please. Don’t forget to mention this forum thread in the issue description.

3

I did this for the PC that I am controlling from, but I cannot do it from the PC being controlled…because when I click on the “menu” icon (3 bars) for that session it is doing a double-click and the menu does not show…so I can’t select the option I need to. If you absolutely need this, I can connect keyboard, mouse, monitor to it to get the info. It is just a pain to do that.

I am running v2.2.0.50 on both PCs. If it matters/helps, these PCs are also on the same home network, so access is via LAN instead of internet.

4

[reply=“DavidA;4575”] Is gather logs from the log folder an option? Sending them as an archive would help.

5

I can probably do that. Where are these files located?..and their names?

6

[reply=“DavidA;4614”] By default they are in C:\ProgramData\Remote Assistant\Logs
There should be 2 files there, we need both of them.

7

Here they are…

https://my.pcloud.com/publink/show?code=XZgPNLkZTTyb3fPGraQTep6ytIASS7SoW5h7
https://my.pcloud.com/publink/show?code=XZxPNLkZMwvYApADFShGC6M1DrKEX7Kn8cdV

8

Have you been able to figure out anything from this?..Or do you need anything else from me? This is very annoying, and basically makes 50% of the remote control not usable.

9

[reply=“DavidA;4667”] Can I ask you to take a screenshot of the mouse configuration on the remote machine ? This part of it:

10

Looks pretty much like what you show…

attached image

11

[reply=“DavidA;4697”] Okays, this is really strange, may i ask you to send us the Diagnotic Info from the machine you are connecting via Main Menu - Diagnostic - don’t forget to mention this forum post in the description. Thank you.

12

Just submitted this info. Thanks for continuing to look into this. I continue to try things as well…but am still having no success myself either.

13

This is the ticket that was created…

Ticket ID 264290

14

[reply=“DavidA;4755”] Hello David,

Got the ticket, already reviewing it, I will update you as soon as we have any results via the ticketing system. Cheers!

15

Just wanted to post an update for this. I don’t know how, but it magically fixed itself.

16

[reply=“DavidA;4962”] that is really good to hear, anyway, we will still investigate it