I am using GTR Desktop Console 1.61.95 on Mac 12.6.3. When I connect to some unattended machines, different Windows OS's, 10, 11, 2012r2, 2016, 2019, 2022 - I can't type uppercase or special characters requiring the shift key. I try switching preferences between local and remote keyboard settings, but that doesn't make a difference.

We have been having a similar issue for several months, though it is not consistent or every time. We have found that it happens mostoften with the shriek (! character), but also with the £ symbol. With the password that comes to mind it is isn't the first character in the password and all of the preceeding characters are accepted ok (and are shown on the screen as the * character). Clicking back on the session and then the password box changes the focus back, but it is annoying enough to cause several expletives in the office!

This issue I first noticed yesterday, could not type an upper case character or symbol to save me!Today I switched keyboards thinking it was a stuck key, but same thing. Then I discovered it's only the right-hand shift key not working in the remote session; the left works fine for both caps and symbols. Remote devices: affecting both W10 and W11 ProGoToRemote version 1.11.0.2369My system is Edition Windows 11 ProVersion 22H2Installed on ‎2/‎7/‎2023OS build 22621.2283Experience Windows Feature Experience Pack 1000.22662.1000.0

Hello Glenn,Thanks for helping with this. It does not matter which shift key I use and it behaves normally when typing in notepad. What occurs is after pressing and holding shift and selecting the @ key, the window focus switches to the help desk section of the GoToResolve windows app, running on windows 10. This occurs when trying to connect and type in a remote connection login screen for a Windows Server 2016 system. I tried to use it today to be more accurate with my description to you. It is not consistent, sometimes I can use it without issue and other times it will respond as described above.

Sry for late reply, was travelling today. No, I only see the highlighted Ctrl Shift, etc boxes when using the left Shift key. The right one gets no response. Same behaviour in Notepad.

Currently experiencing this issue. Shift won't work for ! or @ when remoted into certain systems on random sessions. Not sure why. I did fix it though, instead of just typing shift + 1 for an exclamation mark try typing ctrl + shift + 1. It works for me and allows me to log in to my machines!

Can't type characters requiring the shift key on some remote sessions

18 Replies

jackofallon
New Member
5 months ago
Currently experiencing this issue. Shift won't work for ! or @ when remoted into certain systems on random sessions. Not sure why. I did fix it though, instead of just typing shift + 1 for an exclamation mark try typing ctrl + shift + 1. It works for me and allows me to log in to my machines!
GlennD
GoTo Manager
6 months ago
Hi ovilla, welcome to the community.

Can you please provide some more details? What operating systems are involved and what applications are you trying to type into on the Unattended computer? If you can make a short recording that would be very helpful.
ovilla
New Member
6 months ago
I have the same issue on both the desktop console and the web. Any resolution for this issue?
DustyD
Active Contributor
8 months ago
I'm not 100% sure if there was a published solution.
My issue went away after remapping the Right Shift key to function as the Left.

Still annoying me to no end is the apparent reversal of the CAPS and NumLock keys between the tech and client devices.
KindaFunny
New Member
8 months ago
Was there a solution to this? Why is there an onscreen keyboard? Why does it override the keystrokes, and why the hell would it be on by default.

Do threads usually end in no solution? Not a good start to this new contract. Maybe we should look into a different vendor.
DustyD
Active Contributor
2 years ago
Sry for late reply, was travelling today. No, I only see the highlighted Ctrl Shift, etc boxes when using the left Shift key. The right one gets no response. Same behaviour in Notepad.
550c
Active Contributor
2 years ago
Hello Glenn,
Thanks for helping with this. It does not matter which shift key I use and it behaves normally when typing in notepad. What occurs is after pressing and holding shift and selecting the @ key, the window focus switches to the help desk section of the GoToResolve windows app, running on windows 10. This occurs when trying to connect and type in a remote connection login screen for a Windows Server 2016 system. I tried to use it today to be more accurate with my description to you. It is not consistent, sometimes I can use it without issue and other times it will respond as described above.
GlennD
GoTo Manager
2 years ago
550c does it matter which Shift key you use like DustyD mentioned? Does it happen when you just type in Word or Notepad?
550c
Active Contributor
2 years ago
Hello, the issue occurs within the GoToResolve desktop application. It occurs when I select either shift and try to type the @ symbol. It stopped for a while so I didn't come back to check this post but yesterday it started again and I was unable to log in to a system. I do see the little transparent special symbol tabs appear when selecting shift. It takes me to the devices window but it will frequently cause the program to hang for a bit and sometimes the current sessions will stop connecting.
GlennD
GoTo Manager
2 years ago
Hi DustyD,

When you press either of the Shift keys did you see this displayed at the bottom of the screen? If you open Notepad or Word in session and just type is the right Shift key still being ignored?

I'm running some tests, Windows 11 to Windows 10 Unattended first in the browser and then using the Desktop Console. So far both Shift, Ctrl and Alt keys are registering correctly when I type in a Word doc.