Solved Losing typing ability in IE 9

[Dave T]

Hi all
I have a brand new Dell XPS15Z with nothing installed except software it came with.
It has developed an irritating fault when typing the focus dissapears from the
open window along with the cursor as if I have clicked out of the window.
I have Norton IS12 installed and if I remove all tracking cookies with this I
can type normally for a short while but it gradually gets worse until I can only
type a couple of letters at a time and have to click several time after the last
letter to get the cursor back.Virus scan reports no problems.
I can type perfectly normally in notepad etc this seems to only affect me when
IE 9 is open. I have tried a USB keyboard with the same result.
I have tried to log on to the Microsoft Support site but it says my product key
doesn't match my location and won't go any further, don't know what they mean
by that as I live in the UK and purchased the laptop locally from a large local
retailer and collected it personally.
Dell say they can't discuss the problem via email and want me to phone them
at my expense to discuss it.
Is it possible to uninstall and reinstall IE 9 ,it doesn't appear in the uninstall
programs list.
Could try to install a different browser but don't want to complicate issues
any further.
If I had been supplied with a recovery disc I could have wiped it all and started
fresh ,can't find any info from Dell except to use Microsoft system recovery.
Sorry iv'e gone on a bit but I only bought this machine after my beautiful
Toshiba Quosmio F10 with XP Pro expired after years of faultless service and
having managed to avoid Vista i'm now stuffed with this thing.
Gratefull for any suggestions
Yours Dave T

 

[JMH]

* You say your computer is brand new...and I would imagine under warranty.
A new computer should not be presenting with these problems.
I strongly suggest that you should seek further advice asap.
Under Warranty terms a duty of care applies.
Make sure all the problems you list in your Post are addressed.

* BTW What Anti Virus Software came preinstalled with your new computer?
{How did you remove it?}

 

[Imperfect1]

Totally agree with JMH! In fact, I would go one step further: if your computer is still within the period of time that you can return it, I would have Dell exchange it for a different one. I did that with my HP laptop when I first got it. It was giving me major headaches with all of it's flaws, and when HP only wanted to 'repair' it, I refused and threatened to return it unless they exchanged it for a different computer. They did, and my new laptop was perfect!!! The problems your having with your new computer problems may or may not be integral to the system --- but it is Dell's responsibility, not yours, to make sure that you have exactly what you paid for --- a computer that works the way that it is supposed to!

 

[Dave T]

Hi Guys
thanks for your input.
Regards virus software it came with Macafee I think but I deleted this without
activating and installed Norton IS2012 which I had already paid for on old laptop.
Norton have been very helpfull and can find no problem.
Dell as mentioned want me to call them on their premium rate phone number but
don't advertise the actual cost of the call.
I am loathe to return the machine to the retailer for repair as they have a terrilble
reputation regarding repairs ,renowned for losing machines or returning them with
more faults than they fix.
Having spent many happy hours battling with Microsoft Operating systems since
the days of DOS I would rather try to fix it myself if its only a matter of reinstalling
IE 9.
Yours Dave T

 

[rubyrubyroo]

I agree Dave, You essentially PAID part of the price of the computer for the warranty. You should use that.

But I also am tending to think that the a/v software, which originally came with the machine was not uninstalled properly. I am not a big fan of Mcaffee so I'm not to familiar with the preinstalled package or if it somehow was active in some capacity, but if it was, and you merely uninstalled it from the control panel's program uninstaller, there could be portions left behind. And what you describe, almost sounds like some type of anti-keylogging technology, that isn't working in the intended manner.

can you type enough to go to a website and download the removal tool?

Mike

 

[Dave T]

Hi again
Thanks for that will try downloading Macaffee remover
As mentioned before if I remove all tracking cookies I can type OK for a few minutes but typing gradually gets worse untill I can only type a couple of letters at a time.
I thought it sounded like some sort of virus issue but Norton scan comes up clean
I have now changed back to IE 8 and curiously the cursor now flashes rapidly before dissappearing in IE 9 it just dissapeared.
Thanks for input

Yours Dave T

 

[rubyrubyroo]

It does this in IE windows only?

 

[Dave T]

Hi again
May not only be IE 9 but is definatley only when logged on to internet .
Also can't type emails in Yahoo mail

 

[rubyrubyroo]

I have a brand new Dell XPS15Z with nothing installed except software it came with.

Well actually it wasn't until a later post that you said:

virus software it came with Macafee I think but I deleted this without
activating and installed Norton IS2012 which I had already paid for on old laptop.

So could there be other software your forgetting about?

It has developed an irritating fault

Developed over what time frame? graduallly? Had you already been browsing the net for a while?

when typing the focus dissapears from the
open window along with the cursor as if I have clicked out of the window.

Where is the focus pointed to, another open window like say notepad that may have already been open? or to seemingly nowhere? if it's nowhere, then you mean the cursor basiclly "vanishes" and nothing changes with the IE window size/shape/etc? can you press "tab" to see is the IE menu opens and the focus is really still in IE just not where you were? If it is being "stolen" by a window that you cannot see possibly, as soon as it occurs try pressing alt+f4 to close whatever app has the focus? anything close? IE?

I have Norton IS12 installed

maybe this software is the issue as you installed it after you got the machine, maybe thats when it started really happening? might be worth properly uninstalling it, and checking the computer. if no better then reinstall (but use the norton uninstall program on their site if you do this)

and if I remove all tracking cookies with this I
can type normally for a short while but it gradually gets worse

Maybe you should try to go into IE settings and block all cookies 100% then remove the cookies using norton and no new ones should return? Also You could try changing other settings in IE, esp very heavy security on any difference? Unplug Ethernet or wireless connection. does this still act the same? even the gradual return from the cookie removed state?

until I can only
type a couple of letters at a time

does speed of typing affect it, say try 1 char per 5 sec? 1 char per 20 sec and it still happens after the same # of keystrokes? Are there certian keys that set it off? could a ctrl or alt key be sticking and acting as a shortcut command? maybe function key sticking? ins? esc? etc..

and have to click several time after the last
letter to get the cursor back.

maybe it's temp freezing -what if you just wait insted of click for like 1 min? Or click once hen wait to see if it returns after a minute pause? Is there a certian number of clicks it takes every time?

Virus scan reports no problems.
I can type perfectly normally in notepad etc this seems to only affect me when
IE 9 is open. I have tried a USB keyboard with the same result.
I have tried to log on to the Microsoft Support site but it says my product key
doesn't match my location and won't go any further, don't know what they mean
by that as I live in the UK and purchased the laptop locally from a large local
retailer and collected it personally.

doesn't mean it wasnt setup wrong or bogus windows didn't get sold to dell somehow, does it have the genuine MS software seal on the "system" window of ctrl panl? what contry does it say it is set up for?

Dell say they can't discuss the problem via email and want me to phone them
at my expense to discuss it.

UNACCEPTABLE! they "say" it so you have A phone number or just email "say"? if email request tollfree number of any kind if necessary. Then get human on phone and ask for tollfree number for fixing the computer. wont give it? speak to their manager. or the managers manager? don't stop, until given satisfaction. They have obligations, probibly in your country too, BY LAW if its a new computer. If this doesnt work I can advise further.

Is it possible to uninstall and reinstall IE 9 ,it doesn't appear in the uninstall
programs list.
Could try to install a different browser but don't want to complicate issues
any further.

actually might be worth trying mozilla (or google) if you do is it isolated to MSIE?

If I had been supplied with a recovery disc I could have wiped it all and started
fresh

It should have recovery partition which can be used in place of a Recovery Disc!

,can't find any info from Dell except to use Microsoft system recovery.

and why is that so bad? It could take care of your problem!

Sorry iv'e gone on a bit but I only bought this machine after my beautiful
Toshiba Quosmio F10 with XP Pro expired after years of faultless service and
having managed to avoid Vista i'm now stuffed with this thing.
Gratefull for any suggestions
Yours Dave T

Have you tryed booting in safe mode or safe mode with networking and seeing if the problem still occurs the same (f8 during boot)?

Let me know if anything produces any results that stray from the same way its acting now.

Mike

 

[rubyrubyroo]

also try onscreen keyboard

 

[Dave T]

Hi Mike
thanks for all that .
Will give it a try tomorrow.
Allright at the moment as i've just deleted all the cookies again so that I can type
this, will have to do some random typing practice until it starts again.
It seems to start of with about four cookies immediately on starting IE 9 and types
OK,when typing seizes up it has about twenty.
As far as the cursor dissappearing, if I restore down the IE Window so that the edge is visible when the cursor goes so does the dark blue highlight round the window. Will try to see if I can see exactly where it's going.

Yours Dave

 

[rubyrubyroo]

great, i'll await


til then,
Mike

 

[Dave T]

Hi Mike
Sorry for delay in replying had to leave it for a while as Mrs T was complaining about how long I'd spent "playing on the computer"
One good thing, I found someone to solder new graphics chip into the old Toshiba
the death of which was the reason I bought a new computer to start with.
To recap:
The laptop was purchased on 2nd of September 2011
Macafee Antivirus removed without activating and Norton installed 4th September
(Can't find a site to check if all Macafee was removed)
It then ran OK for at least 4 weeks just browsing in IE9 and emailing.
Typing problem then developed quickly, I ran a full virus scan which only found and removed tracking cookies upon which the problem dissapeared but after about an hour or so of browsing and emailing it gradually got worse until I could hardly
type more than a couple of letters at a time.
Removing tracking cookies always fixes it for a short while.
I have been saving lists of cookies to see if it's started by one partcular one but
I don't know if Norton lists them in the order they're installed.More to follow.
Yours Dave

 

[Dave T]

Hi Mike
Just had a eureka! moment
This machine has an illuminated keyboard which appeared to go on and off when
typing so appeared to go on and of when the cursor disappeared.
I have just downloaded the manual and found that there is a sensor beside the
webcam which turns it on and off and if I cover this up the keyboard stays illuminated and it seems to type OK.
Still don't know why its affected by tracking cookies.
Will comunicate this to Dell and see what they say can't believe no one else has
had this problem.

Yours Dave Taylor

 

[rubyrubyroo]

Well best of luck to you Dave. I had a hard time completely understanding the issue (which is why I asked the questions.) And now it's also difficult to understand if it is completely resolved, and exactly how (your right about the tracking cookies, don't think they're related at all) But I hope it works out okay!

Mike

 

[Dave T]

Hi Mike

Thanks for all your input will let you know if it's eventually resolved.
So far have emailed Dell twice and got no response.
But at least I can type OK with a bit of insulating tape stuck over the sensor
not bad for a machine that cost £1000.00 GB

Yours Dave

 

[Dave T]

Hi Mike
Just to update on typing problem.
Dell kindly phoned me to try to solve the problem and we tried lots of things to no avail so arrived at the same conclusion as yourself, to run the recovery partiton, which obviously fixed it. Problem was attributed to a corrupted driver ?
At the moment all is fine just hope it continues.
Have to say that once they got theirselves in gear, which took a while , Dell support was outstanding, giving me lists of stuff to try and calling back next day
to check so good job even if we never actually found the direct cause.
Thanks once again for all your help.
Yours Dave T

 

[JMH]

Dave,
Four weeks later & I am pleased to see that this has been resolved.
Safe surfing.
Should you ever require further advice remember sevenforums.com

 

[rubyrubyroo]

Yes, Congratulations Dave! Glad your problem is finally resolved. I would probably recommend you make a full backup image and set it aside (in addition to whatever type of backups you are doing, or rather should be doing normally) that way you will at least have the means to return to a working state next time without as much of a hassle!

Backup Complete Computer - Create an Image Backup

Thanks again for the update! And Congrats!
Mike