Cannot Enter Passphrase Using USB Keyboard on Symantec Drive Encryption (formerly PGP Whole Disk Encryption) BootGuard

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Article ID: 157380

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Updated On:

Products

Drive Encryption

Issue/Introduction

When trying to authenticate, you are unable to enter your passphrase at the Symantec (formerly PGP) 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. Symantec 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.