Odd Characters when typing

First Post–When connecting to a client with Macs, I've had an issue where typing becomes confused as popups for alternative characters randomly appear. This is especially obvious in security log-ins. The Macs in question have the latests operating systems: Sierra or High Sierra. Connect from a PC or Mac has the same result.

I have investigated the keyboard and language settings to no avail, and I can find no help (yet) in the GoToAssist documentation. I can still copy text from my computer and paste it without issue, but that is a work around not a solution.
Anyone with guidance?

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AshC

Hi Fred,
Sorry to hear that the issue remains.

We are still unable to reproduce this, so if you can give us a call to help document the problem fully, we may be able to get a ticket up for your client's environment: https://support.logmeininc.com/gotoassist-remotesupport/contactus

Fred Craven

As a follow up. I've played with this on at least three employee's computers at this company all with the same results. It may be worth looking into directly. To be clear, typing is almost useless on the remote computers. User names and passwords must be copied, and pasted. The only thing GoToAssist is good for, in this context, is mouse control and file transfer.
This is a major player in the computer industry: an actual private call on the subject might be beneficial.

AshC

Try creating a brand new user profile--- it could be something their administrator has setup there locally.

Fred Craven

Good suggestions. I am connected with a ethernet only. I've observed the behavior on multiple machines at the remote location; however, they are within the same company. The typing may be speed related, but when I try to type really fast, the same thing happens.

AshC

Hi Fred,
While we're not aware of any issues like this pertaining to GoToAssist, I have seen this behavior appear when holding down a key for extended periods.

A couple of tests you can run include creating a new user profile on the affected Mac OS, and make sure you're not on a wifi connection yourself-- which can sometimes have connection gaps.

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