Screen Recording - won't record password entry

Hi -- I am creating an e-learn that involves screen recordings for new software (this is my first experience with screen recordings).  Storyline accurately records entry of the username, then clicking Tab; then I enter the password (which appears as bullets to hide the password), then click the Login button.  I insert this in interactive "Try mode" (multiple slides vs just one slide).  When it comes to the password entry, it has recorded it as "Shortcut keys" with an callout that prompts the user to "Press R Shift Key" (see attached screenshot).  I've spent many hours trying to fix this, and more trying to create this manually.

Any ideas or suggestions??  Thanks!

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