Keyboard output on Secondary PC randomized

from Stardock Forums

On a 2 system setup, I am seeing a recurring issue when I interact with the primary system, and then move input to the secondary, when typing on the secondary computer the output is randomized, but not consistent- ie if I repeatedly type the same key I’ll get a unique character output each time.

 

moving back to the primary the typing is correct but continues to be randomized when I move input back to the secondary.

Flushing DNS on the primary will temporarily resolve until I interact on the primary again.  Then the randomized output on the secondary occurs again until I flush DNS on the primary.

 

Flushing DNS on the secondary does not resolve the issue.

Restarting the service in the secondary doesn’t resolve the issue.

Restarting the secondary computer does not resolve the issue.

Removing the secondary from the primary by deleting and reconfiguring only temporarily resolves the issue until the next interaction with the primary.

Restarting the primary service temporarily resolves the issue until I interact with the primary 

Restarting the primary computer does not resolve the issue

Reconfiguration of the primary computer temporarily resolves the issue until the next interaction on the primary computer 

Keeping Multiplicity as the active window on the primary resolves the issue until another window becomes the active window on the primary.

multiplicity
7,872 views 12 replies
Reply #1 from Stardock Forums Top

Hello,

I have forwarded your report to the Stardock support team for their review and recommendations.

Please keep an eye on this thread for any updates.

We really do appreciate your feedback, thanks.

Reply #2 from Stardock Forums Top


moving back to the primary the typing is correct but continues to be randomized when I move input back to the secondary.
End of quote

Are the keyboard layouts \ languages on each PC exactly the same?  If not, at the very least, the keyboard layouts need to be exactly the same.

Sean Drohan
Stardock Support Manager

Star Control: Origins
Reply #4 from Stardock Forums Top

A clean boot, on each PC, might tell us the most the quickest - if you still see it after:

https://forums.stardock.com/486104/multiplicity-support-faq#cleanboot

Sean Drohan
Stardock Support Manager

Reply #5 from Stardock Forums Top

The secondary PC is domain joined and I am not able to clean boot it.  I can list the startup programs if you have any known conflicts:

Secondary PC - Startup Apps

  • Windows Security Notifications
  • Sophos Endpoint Agent
  • Send to OneNote Tool
  • Microsoft Teams
  • Microsoft OneDrive
  • Client Portal Desktop Application (Cloud Radial Client)
  • SSL VPN Client for Windows

Primary PC - Startup Apps

  • AnyDesk
  • iCloud Drive
  • Logitech Download Assistant
  • Realtek HD Audio Manager
  • Sophos Home User Interface
  • Steam

 

The issue is immediately visible on boot up

Reply #6 from Stardock Forums Top

Quoting Vitorian, reply 5

The secondary PC is domain joined and I am not able to clean boot it. 
End of Vitorian's quote

Being able to create a new local admin account should get around that - if allowed that is.

I have a high suspicion this is a 3rd party app \ setting conflict of sorts.

Sean Drohan
Stardock Support Manager

Reply #7 from Stardock Forums Top

Hi Sean, sorry the secondary computer I am unable to create a local user account on, I do not have access level to create accounts on the device.

That being said, I can see the issue on the windows log in screen when I go to enter my user credentials on the secondary screen, before I load a user profile, does that help?

Reply #8 from Stardock Forums Top

Quoting Vitorian, reply 7

Hi Sean, sorry the secondary computer I am unable to create a local user account on, I do not have access level to create accounts on the device.

That being said, I can see the issue on the windows log in screen when I go to enter my user credentials on the secondary screen, before I load a user profile, does that help?
End of Vitorian's quote

 

Hi Sean, 

I can specifically trigger the error by making Chrome the active window on the Primary, and selecting an alternative window on the Primary, seems that anything other than chrome as the active window on the primary and the issue stops.  Closing chrome on the primary the issue stops.

 

edit - disabling extensions in chrome the issue is still present.  Using incognito mode the issue is present.

Reply #9 from Stardock Forums Top

Quoting Vitorian, reply 7

That being said, I can see the issue on the windows log in screen when I go to enter my user credentials on the secondary screen, before I load a user profile, does that help?
End of Vitorian's quote

The whole problem does not make sense nor I have seen it exactly like that in the 9 years I have been supporting it.  That is the primary reason I would have hoped to get the PC in question to a base level - out from under any domain control.

What would be interesting is if this has ever worked without fail and suddenly stopped (working).  If that is the case, your own IT people may be able to help with what may have changed.

Sean Drohan
Stardock Support Manager

Reply #10 from Stardock Forums Top

I would suspect some sort of anti password stealing addin protecting chrome.  

  • Sophos Home User Interface 

is by far and away the most likely cause.

In theory one way to steal passwords would be to intercept all the keyboard input when chrome has focus.  If the AV package is somehow intercepting it, scrambling the keyboard input it would 'protect' against this but also cause Multiplicity to get garbage input when chrome has focus.

Reply #11 from Stardock Forums Top

Quoting Neil, reply 10

I would suspect some sort of anti password stealing addin protecting chrome.  

 

    • Sophos Home User Interface 

 


is by far and away the most likely cause.

In theory one way to steal passwords would be to intercept all the keyboard input when chrome has focus.  If the AV package is somehow intercepting it, scrambling the keyboard input it would 'protect' against this but also cause Multiplicity to get garbage input when chrome has focus.

End of Neil's quote

 

Let's mark this as solved.

Disabling the Sophos Home User Interface on the Primary PC as a startup App, I can no longer duplicate the issue.

In the Sophos Home Portal Selecting the Primary PC, going under Protection>Web>Online Banking there is a setting to protect against keyloggers.  Disabling this setting and booting the primary with the Sophos Home User Interface enabled I can no longer duplicate the issue.

I'll contact Sophos Support to see if they can make an exception for Multiplicity in this setting.

 

Thanks everyone!

Reply #12 from Stardock Forums Top

Follow up from Sophos support:

 

it is a known issues that is intermittent, the work around is to disable the protection while using  the app.    Sometime after restarting the computer the issue goes away.    Some other workarounds is to type the text into another app like notepad and copy and paste it  or use an on screen keyboard  These articles have the information and workarounds too
Safe Online Banking - Keylogger protection feature compatibility: https://support.home.sophos.com/hc/en-us/articles/360021845231?source=search
Windows 10 1903 and above - Keylogger protection can sometimes incorrectly encrypt keystrokes in applications: https://support.home.sophos.com/hc/en-us/articles/360029663072?source=search