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Cursor freezes when using On-screen keyboard [Solved][Closed]

  • 11 May 2019
  • 7 replies
  • 1250 views

Userlevel 1
I've used the on-screen keyboard quite often every time when making on-line purchases.
Today, for the first time when using it, my cursor froze as soon as it made contact with the keyboard and stayed frozen. The only way out of it was to use the Task Manager then select Cancel. Tried several times but same happened, had to make purchase without on-line keyboard, the Site didn't automatically open in the Protected Browser either.
Should I be worried?

Many thanks....

Marlbo
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Best answer by Marlbo 21 May 2019, 09:11

Hi Nexon,



Thanks for your tips.

My PC is reasonably new (3 years old) so there shouldn't be any Ram/Disk problems (yet?) but I've used Kaspersky for many more years than that.

The problem had never happened before in all those years, and it hasn't happened since, so I don't want to tempt fate by looking into a problem which may never happen again?



No doubt if it does happen again, I will be frantically looking for this Post for answers !



Regards & thanks,



Marlbo
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7 replies

Userlevel 7
Badge +4
Welcome. There are two courses of action. One is to post your GetSystemInfo report here, so forum users can help, and the other is to Contact Tech Support.

1. Please post your GetSystemInfo report link, instructions: https://support.kaspersky.com/common/diagnostics/3632

2. Please contact Tech Support: https://my.kaspersky.com/support/

Please attach the following items to your Tech Support request:

a. Description of the issue.
b. Screenshot, as needed.
c. GSI
Userlevel 1
Hi richbuff,

Thanks for your reply.
I've got the zipped report ready downloaded to desktop
I haven't used the GSI Parser for a few years so tried it, but that also freezes in "Transfer in Progress" mode
Looked around for answers, found some-one with exact same problem:-
https://forum.kaspersky.com/index.php?/topic/392652-gsi-parser/

It would be interesting to see the Report, will try a few more times, if no luck then I will just attach the Desktop Report.

Thank you

Marlbo
Userlevel 7
Badge +10
Hello Marlbo,
As well as the post from Richbuff, do ALL financial sites/online have the same issue with the Onscreen Keyboard & the Protected Browser not opening or one site?
While we're trouble shooting/analysing (it wouldn't hurt) to run a full scan, it may a long time, please allow it to complete.
Please let us know?
Thanks!
Userlevel 1
Hi richbuff & Flood thanks for your response (it all helps!)
I *think* I may have just sorted the problem, nothing simpler than updating the Kaspersky database which is strange, as I thought it automatic, or at least I would get a prompt to say out of date, never had to do that before.?
Flood: that was the first website and time I had the problem, today I added its URL to the Safe List, retried the Website and my Bank site, and received a message for both that there was trouble with Certification/verification and they may not be safe.
Opened Kaspersky, saw a lot of orange (warning?) text that it needed updating, it didn't want to update at first, re-booted, selected the Update Automatically (even though it was already selected) Saved, then retried those Websites with no problem and I can hover over the On-Screen keyboard as much as I want without it freezing now.
Really don't know what happened there, just one of those never to happen again glitches?....Lets' see!

Thanks both for your offers of help

Marlbo
Userlevel 7
Badge +10
Hello Malbro,
Great news! Thanks for posting back, we're glad everything is back to normal, safe & protected.

When in doubt run:
Manual update
Reboot
Manual full scan

The following ref docs are worth reading:
https://help.kaspersky.com/KTS/2019/en-US/68283.htm
https://help.kaspersky.com/KTS/2019/en-US/68151.htm
https://help.kaspersky.com/KTS/2019/en-US/93957.htm

Best regards.
Userlevel 7
Badge +3
Looked around for answers, found some-one with exact same problem:-https://forum.kaspersky.com/index.php?/topic/392652-gsi-parser/
Please run again GSI as richbuff mentioned.. this new version of GSI and take a while until finish...

Also basic info about your PC? CPU, RAM, DISK?

I had older notebook and i had same problem when i used virtual keyboard (latency).
Userlevel 1
Hi Nexon,

Thanks for your tips.
My PC is reasonably new (3 years old) so there shouldn't be any Ram/Disk problems (yet?) but I've used Kaspersky for many more years than that.
The problem had never happened before in all those years, and it hasn't happened since, so I don't want to tempt fate by looking into a problem which may never happen again?

No doubt if it does happen again, I will be frantically looking for this Post for answers !

Regards & thanks,

Marlbo