Applies to: Sophos Home Premium for Windows 10 1903 version
Customers running Windows 10 1903 version may sometimes see keystrokes get incorrectly encrypted in some applications, such as web browsers "Save As" dialogues, or files or documents.
When the feature "Protect against Keyloggers" is enabled under Banking Protection, Sophos Home will encrypt keystrokes in order to provide an additional layer of security when performing actions such as typing your credit card information. However, this feature may sometimes conflict with "Save As" dialogues from web browsers, causing them to get encrypted when trying to name a file. This issue can also cause unexpected keystrokes in the Emoji Panel.
If a reboot does not solve the problem, please follow the below listed options:
Option 1 - Using On-screen keyboard:
Use the On-screen keyboard to type within the "Save as" dialog boxes
Click on Start
Type "On-screen keyboard" and hit Enter to launch it
Use the On-screen keyboard to type the file name within the "Save As" dialog
Close the keyboard when finished.
Option 2 - Using a text processing app such as Notepad to copy-paste:
Launch a text processing tool, such as notepad
Type the desired text in Notepad
Highlight the text and copy it
Paste the text in the Save As dialog window as needed
Option 3 - Disabling the Keylogger protection feature:
Log in to your Sophos Home Dashboard
Select the desired computer
Click on the PROTECTION tab
Click on Web and find the Safe Online Banking section
Click Advanced settings
Find Protect against Keyloggers and click on the right circle to disable it (turn it red).