Cannot Enter Passphrase Using USB Keyboard on PGP Drive Encryption BootGuard
Article ID: 157380
Updated On:
Products
Issue/Introduction
When trying to authenticate, you are unable to enter your passphrase at the PGP Drive Encryption BootGuard screen using a USB keyboard. Even though the keyboard may be connected directly to the computer or via a docking station, the passphrase is not input.
Cause
Normally, you need only be able to use a keyboard once Windows has loaded. PGP BootGuard starts at a much earlier stage in the boot process and as a result the USB ports may not be fully active.
Resolution
Restart the computer and enter the BIOS menu by using the built-in keyboard. If the USB keyboard does not work in the BIOS menu then it is a reasonable assumption that it will not work at the Symantec BootGuard as well.
Many docking stations and some laptops will have a PS/2 connector. If possible, use a PS/2 keyboard instead.
Note: If the keyboard is plugged in to a monitor, and the monitor is not on, then it won't work at preboot.
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