OnScreen defaults to basic mode, which limits the options (mainly for users who use it for primary text input). Go into OnScreen Setup | User Options, and turn on Advanced mode (e.g. Start Menu | Programs | OnScreen | OnScreen Setup). This enables the control panel, and access to all eleven panels.
Original ID: IB253112

In Windows 95/98/Me/NT, you may need to turn on "Track pointing device input all times" - see OnScreen Setup | Configuration | Operation Options - towards the bottom. In 95/98/Me/NT, for certain touchscreen drivers, this needs to be On to operate cleanly. Certain touchscreen drivers do not emulate the mouse correctly - this setting in OnScreen compensates for these problems.
Original ID: IB253311

If OnScreen is running as a demo, after 1 hour or 250 keystrokes, it will stop operating and only type "demo". To verify your license, please go to Start Menu | Programs | OnScreen | Licensing Information. In general, once licensed to a system, nothing will affect the license unless you re-install windows or reformat the hard drive. If it reports as a demo, you can transfer a license on our website at http://www.imgpresents.com, Support | License | Transfer a license - you will need the Serial # / License Key from your Certificate of Authenticity, and the System ID reported by the IMG License Manager.
Original ID: IU253114

1. If you are automatically prompted to run setup.exe, then go ahead and select run.
   Otherwise go into windows explorer and find setup.exe from the cd and run it.
2. Windows will ask you if you want to allow the file. Select Allow.
• Once the program starts, select “Install Software”
• Select all the default options to install the software.

***If the install fails, then open the cd folder from windows explorer.***

• Right click on the setup.exe file and select properties
• Go to the compatibility tab
• Select the check box that says “run this program in compatibility mode for:” in the drop-down menu select “Windows XP (Service Pack 2)”
• Then say ok
• Now execute the setup file, “setup.exe” and continue from step #2.
3. Once the window opens up with a list of icons, right click on “licensing info”
• Go to properties
• Go to the compatibility tab
• Select the check box that says “run this program in compatibility mode for:” In the drop-down menu select “Windows XP (Service Pack 2)”
• Then say ok
• Do the same compatibility procedure for the remaining files in the OnScreen folder
• When asked if you want to allow this program to run, select Allow.

For more information about Windows Vista Click Here.

• Verify you have the most up-to-date and correct pointing device (touch, pen, mouse, etc.) driver for your system
• Try OnScreen Setup | Appearance | Operation Options "Virtual Pointer in use" set "On" (Checked) - if pointing device driver does not support Windows API GetAsyncKeyState for Mouse buttons, then this option will need to be on for moving OnScreen (This is the default in 1.70)

Original ID: PC223771

• Verify you have the most up-to-date and correct pointing device (touch, pen, mouse, etc.) driver for your system
• Application Focus / input focus / typing into the desired window - most issues are caused by multiple windows - verify the desired window is selected and has the keyboard input focus. Also check the OnScreen Setup | User Options | Operation Options & Help for more options in working with various input devices.
• Network Logon - works best in as clean a system as possible. Working with virus scans, secure desktops, or other non-standard windows software have been reported as causing lock-ups, or lack of proper operation.
• ELO TouchSystems (95/98/Me/NT) - "Track Pointing Device Input at All Times" MUST be checked on to operate with ELO drivers - see OnScreen Setup | User Options | Operation Options & read Help for more details
• eTurboWare Touchscreen drivers - "Track Pointing Device Input at All Times" MUST be checked on AND the "Button" Mode must be selected for their driver (NOT Desktop Mode) - see My-T-Pen Setup | Configuration | Operation Options & read Help for more details
• MicroTouch TouchWare Monitor - NT/2000. We have received a report that there is inconsistent operation of our software when opened from a minimized icon on taskbar in Windows 2000 when the TouchWare monitor has been removed from the StartUp Group. Check MicroTouch for the latest release.

Original ID: PC223770

Full keystroke support via the virtual keyboard is not available for various pop-up menus in various versions of Windows - Microsoft has numerous "flavors" of menus, and since it is easier, more efficient, and better understood to use the pointing device to access menus, we have not devoted resources to address any of these issues.
Original ID: PC223772

• User rights: the user must have rights to the ONSCREEN installation directory and rights for the file LICENSE.EXE. This file is required during Logon to verify a valid license - if it is not available, eventually the logon will turn itself off assuming it is in demo mode. To prevent this, verify all users have rights/permissions to the LICENSE.EXE file in the install directory.
• Other Network Logons / Novell logon: If properly setup, the user name and password should be the same for all services / networks / resources required. If the WinLogon process cannot establish the appropriate logon using the Workstation logon user name and password, it will open a dialog to establish the logon to the other resource(s). To prevent this, verify that all resources use the same user name and password.
• There can be a problem if the user logging on has very limited rights.

Original ID: PC223773

There is a conflict with some program or service running, the configuration is invalid, or some other program or service is hung or unstable. There are several items that should be tried before trying to identify a third-party conflict.

• Windows may be unstable, and this is just a result of some other program that has hung, or a program that is waiting for something. Restart your machine, then retry, to remove this possibility.
• Return to Installation Defaults - it is possible the software is opening off-screen, or is not visible due to some configuration setting. (See product Setup | Configuration (Appearance [Advanced]) | Special options)
• Try MSCONFIG.EXE's Diagnostic Startup (Start | Run | MSCONFIG | Ok) or test in safe mode (see here for How to start Windows in Safe Mode) - if the software runs in safe mode, but not at your normal desktop, then you should refer to the following notes, and review the options in MSCONFIG.EXE.
• See if there is an Application, System, Hardware, or Service type error - to do this, you can review the System Logs - use Control Panel | System & Security (XP: Performance & Maintenance) (Vista: System & Maintenance) | Administrative Tools | View Error Logs (XP: Event Viewer) - review all Errors and Warnings to find offending item.
• Check for unfinished or incomplete updates

Use MSCONFIG.EXE (e.g. Start | Run | MSCONFIG.EXE). At the General Tab, try Diagnostic Startup first - if after a restart, things work as expected, then some non-Microsoft software is causing a conflict. Using Selective Startup, you can disable "Load System Services" and/or "Load Startup Items" to try and determine if it is a service or startup program causing the conflict. In the Services and Startup tabs, you can individually add or remove specific items .

In Windows Vista, the Windows Defender may be affecting something. If you go into Control Panel | Security | Windows Defender, then open the Tools (top middle), and go into Software Explorer, you can select various categories on that screen. Look at Startup Programs, and you can review and Disable/Enable all Startup programs. One user reported that they could not disable a program through this interface, but after finding and closing it, everything worked.

Here are anecdotal items we have recorded - every situation we have documented indicates this is a symptom of some other problem in the system, not a problem with IMG software.

• We have heard about issues with anti-virus programs. For example, "Symantec AntiVirus client service" and "DefWatch", when disabled in the Services tab, has resolved this problem.
• A user running Ad Aware reported: "Apparently everything was fine until the fourth version. It wasn't the program itself. It was when I turned on Ad Watch that I had the problem."
• Here is something we saw and were able to duplicate the problem - (Internet Explorer hung): Close all programs (task bar is clear), then open Task manager (right-click on the task bar, select Task Manager…) . If you see an iexplore.exe task, end this process (it shouldn't be running, since all programs are closed, and Internet Explorer isn't open). Now retry.
• "The moffice application that comes with ErgoClick Mouse Clicking Device could not be disabled, and when terminated, everything worked normally."
• "Also, turning off the IntelliAdmin service of Remote Control resolved this problem. "
• "Wavelink's Avalanche Enabler on XP embedded when disabled resolved this problem."
• "After a recent update to McAfee anti-virus, this problem occurred."
• "Disabling Kepware's Data Logging service resolved this problem."
• " I figured out if I turn off my Malwarebytes application it works fine."

The keyboard window itself is considered a "popup" class window in the system, and an overreaching popup blocker may stop all popup windows from being visible. From our experience, conflicts of these types can be problematic, and difficult to identify the exact cause. In the case of an anti-virus program, it may be settings issues, or white lists & black lists. Because an on-screen keyboard works at a low level to generate keystrokes that are seen by other applications, an overreaching security solution may prevent it from operating. You may wish to check for anti-virus program updates, or try default (or different) settings within the anti-virus program to prevent this type of conflict, or try a different anti-virus solution. We always recommend running as clean a system as possible. Unfortunately, resolving these conflicts is time consuming, and when multiple third-parties are involved, it goes beyond the normal level of technical support available. Essentially if the software runs in safe-mode, but not in your normal environment, then there is some driver or other software running that is causing this problem. Since we don't have access to your environment, we can't effectively help beyond suggesting the above methods provided by the operating system.

Use a Find or Search from your C: Drive (i.e. My Computer, Right click on C: drive, then select Find (or Search) and enter DEVKIT - this will show you the folder where the files are located. There is no un-install as it normally is installed under the Install folder, and is removed when un-installing the "main" product.
You can remove OnScreen from the Control Panel Add/Remove programs.
Original ID: PI253944

It is possible that there are security issues (File Permissions) that may affect OnScreen's ability to update its configuration files. A clean install as Administrator should be tried. If the current logged on user does not have read/write access to the OnScreen installation folder, then operation will not be correct. You can check permissions by using Windows Explorer, right-click on the ONSCREEN folder, then click on the Security tab.
Original ID: PU253452

In order to do text-to-speech, you need the Microsoft Speech components loaded. This is available as a separate download on the same download area as on-screen. In Windows XP, this is available by default.
Original ID: PU253816

All IMG Logon Module support issues are handled in IMG Logon Technical Support
Original ID: PU101305

Disable "Highlight Key under pointer" or open WordComplete panel

• Notes: There is a known issue with this feature when the WordComplete panel is not open. OnScreen will try to reference memory outside what has been allocated by Windows, causing this error. Depending on the version of Window, Service Pack level, system memory, and other programs in the system, etc. you may or may not experience this problem.
• To prevent this from occurring, you have 2 choices - disable the feature, or use the WordComplete panel.
• To disable this feature: Go into OnScreen Setup - Start Menu | Programs | OnScreen | OnScreen Setup, and select Appearance, then Enhance. Clear the check box labeled "Highlight Key under pointer"
• Or, optionally, keep the WordComplete panel open - in OnScreen Setup, under User Options - Go into OnScreen Setup - Start Menu | Programs | OnScreen | OnScreen Setup, and select User Options, then make sure the check box is marked with WordComplete Active.
• This issue is resolved in the 1.78 release.

Original ID: PU101306

There is a missing line of code in the save code in this dialog, and operation can be inconsistent - this only affects the character size adjust setting. Use the INI file (OnScreen Setup | Configuration | Special Options | Edit Initialization file) to change setting Keyboard1SizeCharAdjBase, Keyboard1SizeCharAdjMedium, Keyboard1SizeCharAdjLarge. This will be resolved in all future versions.
Original ID: PU101307

Some systems have a video subsystem that causes painting delays when the 3D keys are used - this is most noticeable during the Caps lock repaint. Here are some options:

• Turn off the 3D display - Go into OnScreen Setup | Appearance, and clear the checkbox for "Display 3D Keys"
• -or-
• Make sure you have the most up-to-date driver for your video adapter
• Try a different resolution and/or color depth (I.e. 16-bit/24-bit/32-bit), etc. Certain combinations may work better because of hardware & driver issues.

There are several possibilties using the IMG Developer's Kit - available here
OnScreen does not include the Developer's Kit by default, but it can be downloaded and unzipped as appropriate for the user/system. The DevKit sub-folder has useful utilities for manipulating the keyboard externally - specifically the FWCTLMTS.EXE (Find Window and Control), MINMZMTS.EXE (Minimize), OPEN_MTS.EXE (Open).
In the DevKit folder, the FWCTLMTS.EXE is designed to toggle OnScreen (My-T-Soft Family) off-screen (not visible)/ on-screen (visible). By creating a shortcut to this utility on the user's desktop, then go into the shortcut properties, you can add a Shortcut key (e.g. Ctrl-Alt-X) to trigger the shortcut itself. Then when a Ctrl-Alt-X occurs (via physical keyboard or OnScreen), the OnScreen keyboard window will be toggled "off-screen". Press Ctrl-Alt-X to bring it back. Ctrl-Alt-X will toggle access to OnScreen & control the screen real estate as desired by the user.
Alternatively, using a Minimize/Open (MINMZMTS.EXE / OPEN_MTS.EXE) approach with 2 different shortcuts (e.g. Ctrl-Alt-A / Ctrl-Alt-Z) can perform the same general operation, but leaves the software available in its minimized state.

Refer to available updates - see OnScreen Setup | Help | Check for Updates…, and look at options available for the OnScreen product. It is indicated as "OnScreen Logon Utilities for 64-bit Windows" (This is not tagged as a recommended update because this update only applies to 64-bit versions - you must manually select OnScreen, and the update, and answer Yes when notified that is the same as the current installation).

You can also download this update directly here: Download Update for OnScreen 1.78 Release 4 for 64-bit Windows 7/Vista (197 KB) (MD5: 8A38ADDC2814DA5505CD30FF30585C34)
Installation/udpate instructions:
Make sure the OnScreen Logon Utilities are closed - no OnScreen program should be running
Then, as Administrator, copy ons17864.exe to \Program Files (x86)\ONSCREEN, then execute directly from that folder.
This will expand and update:
IMGLOGON.exe and IMGVistaLogon.dll
and will add:
IMGVERS64.DLL and LICENSE64.DLL

Technical notes: The Credential Provider DLL must be compiled as 64-bit to be loaded by the operating system. Also, the user front-end IMGLOGON.exe must be 64-bit to update the correct registry keys (vs. the 32-bit redirects in the Wow6432Node sub keys). To resolve interface issues, supporting DLLs must also be 64-bit.

Once the update/new files have been applied, you can run the OnScreen Logon Utilities directly, and it will operate correctly in the 64-bit environment.

Notes:

• Depending on product, release version, OS version, and specific technical issue, some tech items are very specific, and some may span to other products/versions
• Downloadable files can also be accessed by anonymous FTP at ftp://downloads.imgpresents.com
• Older files are moved into a separate archive location - see notes/details/new location in *.archived.txt text file

• Return to Technical Support

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