Cannot Enter Passphrase Using USB Keyboard on PGP Drive Encryption BootGuard

Products

• Drive Encryption
• Desktop Email Encryption
• Encryption Management Server
• File Share Encryption
• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK
• Endpoint Encryption
• Gateway Email Encryption

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 may not work at preboot.