virtual keyboard will not close on desktop

[ramjam]

windows 8.1

Kaspersy total security

21.3.10.391 (h)

device used: Laptop.

until a couple of weeks ago my virtual keyboard worked fine.

now when I use it, it will not close down, it will only close when I shut down safe banking completely.

I have tried using it in other browsers, firefox, chrome, brave, duckduckgo but that makes no difference.

It is very annoying as it blocks the page I'm using when doing my banking.

 

 

[Berny]

@ramjamWelcome.

Please contact Kaspersky Technical Support :

→ https://support.kaspersky.com/b2c#contacts
→ Contact us → Product help → E-mail → Contact Support

[ramjam]

I would prefer to see an answer instead of being passed on to another, last week I spent 10 minutes on the phone to support and they passed me on again. Surely I am not the first person this has happened to?

Edited April 3, 2022 by ramjam

[Berny]

@ramjam 

Please generate a GSI Log and attach the Log in an  E-mail request to the Technical Support. For privacy reasons please don’t share the GSI Log with this community.

 

[ramjam]

Sorry but what is the point of this forum if I my remarks are ignored and I passed to people whom I've already dealt with? This is my first experience with this forum and it's disappointing to say the least! I was hoping for a better result than pass the buck!

Edited April 3, 2022 by ramjam

[Berny]

@ramjam Please wait for other suggestions from this Community, in the meantime you may try uninstall/reinstall ? Also please check your Keyboard driver. This issue could also be  related with your OS …. ?

[Wesly.Zhang]

Hello,

virtual keyboard? microsoft virtual keyboard or any third-party virtual keyboard? Please tell us more information, you can take a screeshot picture, which will help us know your issue clearly.

Regards.

[ramjam]

18 hours ago, Wesly.Zhang said:

Hello,

virtual keyboard? microsoft virtual keyboard or any third-party virtual keyboard? Please tell us more information, you can take a screeshot picture, which will help us know your issue clearly.

Regards.

hi the virtual keyboard is from Kaspersky, my keyboard drivers are up to date.

[ramjam]

Now by accident I have solved the problem. If you put your cursor exactly on the X icon to close the virtual keyboard it does not respond. I kept clicking on the x to no avail,  then by accident I put the cursor under the X icon and it closed the keyboard. So simple but an illogical interface design by Kaspersky. Hours of my and Kasperky support's time wasted by a poor design. Remember X marks the spot, not somewhere near it!!

[Wesly.Zhang]

4 hours ago, ramjam said:

Now by accident I have solved the problem. If you put your cursor exactly on the X icon to close the virtual keyboard it does not respond. I kept clicking on the x to no avail,  then by accident I put the cursor under the X icon and it closed the keyboard. So simple but an illogical interface design by Kaspersky. Hours of my and Kasperky support's time wasted by a poor design. Remember X marks the spot, not somewhere near it!!

Hello, @ramjam

I check the situation which you have reported here. Here is the operation step. Do I reproduce the case correct?

https://cloud.qainfo.ru/s/8oLdTNPPeqTUNqm

It seems no problem at all.

Regards.

[ZnaMiK]

I have had the same problem of not being able to close the pop-up keyboard without restarting the computer. I will try the solution of clicking below the X which is supposed to close the window. 

[Sknarf]

Ramjam,

Thanks. I have / had the same problem; your solution works.

In my experience, your reported experience and reluctance to contact support makes dense; I have never gotten a straight answer from them, just more BS. Kaspersky ought think about how to fix this; my suggestion, make some it to US based - agents filly conversant in English, have actual knowledge od system, and actually have an interest in customer service and fixing problems.    

[Flood and Flood's wife]

On 4/5/2022 at 6:30 AM, ramjam said:

Now by accident I have solved the problem. If you put your cursor exactly on the X icon to close the virtual keyboard it does not respond. I kept clicking on the x to no avail,  then by accident I put the cursor under the X icon and it closed the keyboard. So simple but an illogical interface design by Kaspersky. Hours of my and Kasperky support's time wasted by a poor design. Remember X marks the spot, not somewhere near it!!

Hello @ramjam, @ZnaMiK, @Sknarf, 

This is an *old* & *known to Kaspersky* issue. 

@Sknarf, are (you) reporting it's still happening in Kaspersky's new version: 21.9.6.465 & OR  21.13.5.506? 

Please post back? 

Thank you?
Flood?+?

Edited April 28, 2023 by Flood and Flood's wife

[Doc Gautham]

The answer posted by Ramjam still holds good. I am able to close the keyboard two key lengths to the right of x. Looks like Kaspersky team has been sleeping on this for the last 2 years. Sad state of affairs for a world renowned software