"The host cannot handle your keyboard layout because it does not have it installed" error

Document ID : KB000049512
Last Modified Date : 14/02/2018
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Description:

When taking control of a machine using CA Remote Control, the following error occurs:
"The host cannot handle your keyboard layout (<language>) because it does not have it installed. Most letter keys should still work but some non-alphabetic keys may not."

Figure 1

This message can have multiple unrelated possible causes.

Solution:

The simplest cause for this issue is when the CAF service "CA DSM r12 Common Application Framework" is configured to run as localhost (the default) but the selection box for "Allow Service to Interact With Desktop" is unchecked.

Figure 2

Solution:
The solution to this situation is very simple. Just check the box again and restart the CAF service either via the service manager or from command prompt with the 'caf restart' command.

The second cause that can result in this issue is when the keyboard layout used on the Viewer machine is not found as installed on the Host machine.
We get this error sometimes, even if the keyboard is installed on the host.
In this example, the viewer is configured with French keyboard layout.
The Host machine is US English with French keyboard installed.

Solution:
This message appears because the Language Options are not applied to all user profiles on the Host machine.
To apply it on all user accounts:
Open Control Panel - Regional and Language Options
Click on the Advanced tab
Select the checkbox "Apply all settings to the current user account and to the default user profile"

Figure 3

Then reboot the machine.