JB's Blog

So I got a job handed to me from a frustrated admin who’s been trying to fix a seemingly crazy problem.  It’s compounded because the problem was remote as well.

Symptom: User is reporting sporadic keys being pressed.

Troubleshooting: oh boy, here’s the list of things that were done before I had a look…

step 1) Assume hardware keyboard failure with laptop.  Try to get user to clean the keyboard and look for any blockages, etc.  Result: no fix.

step 2) Assume laptop’s keyboard is faulty and recommend sending in for repairs.  Configure spare laptop for user whilst machine is in repair.  Result: After an few hours usage the user rings back reporting same problem.

step 3) (next day) Assume some software being migrated between old laptop to new affecting keys being pressed.  Search google and find numerous references to crazy trojan viruses and other nasties.  Create new user login from scratch and purge user profile. Result: no fix

step 4) Assume some type of trojan, spyware, virus is affecting both laptops and begin extensive antivirus scans.  Result: no fix

So keep it simple?

I was handed this job and I asked what was the original problem?  By this stage it seemed quite convoluted and what’s worse the problem was intermitted  at best.

I remote into the Windows laptop, looked at the device manager and notice there are two keyboards listed…. I ring up the user and ask is there anything else plugged into the laptop.

Turns out he did have a device plugged into the machine.  It was an plugin for his wireless logitech mouse… turns out it was also a plugin for a wireless logitech keyboard.  The keyboard had shifted around the office over time and had somehow made it into the bottom of a filing cabinet that was being bumped once in a while by the receptionist downstairs.

So next time you come across a problem, please take a deep breath and rule out the simple things first.