Keyboards do not work at Preboot with Symantec Encryption Products

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Article ID: 158897

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Updated On:

Products

Drive Encryption

Issue/Introduction

Symantec Encryption products encrypt the drive and prevent the system from booting until a passphrase has been successfully entered.

There are some reports that keyboards may not work on certain hardware when attempting to enter the passphrase at Preboot.

 

Cause

There may be various causes for this, including some of the basic things you should check:

*Make sure you have disabled Quick/Fast boot in the BIOS as this will bypass the initialization of the USB ports and can keep the logic from loading during post.

*Some newer machines may need to XHCI mode enabled in the BIOS for USB ports.

*Some hardware may require a newer version of Symantec Encryption Desktop in order for these to work, and some versions may require different keyboard parameters to be configured.

Resolution

Solution Scenario 1: Disable Quick/Fast boot in the BIOS.

Solution Scenario 2: Toggle XHCI USB (USB 3.0) setting

Solution Scenario 3: HP 600 G1 systems have had some issues when Symantec Encryption Desktop 10.4.2 is installed.  In order for this to be resolved, see article 161066 for more details.  As specified in the article, a command to enable a legacy boot option for this issue can be done.  If upgrading to SED 10.4.2 from a previous version, run the command before the upgrade, and during the upgrade, the parameters will remain intact.

This issue may be related to non-US keyboard layouts.

Solution Scenario 4: Keyboards on HP Z15/Z17 may not work at preboot with SED 10.4.2 clients when using non-US keyboard layouts.  A fix was included in Symantec Encryption Desktop 10.4.2 MP3 and above.

Solution Scenario 5: Keyboards on HP Z4 G4  may not work at preboot with SED 10.4.2 MP3 and above.  This is an issue where the Windows OS is in English, but the locale settings are in non-US.  The Symantec Encryption software will detect the keyboard layout and set automatically and when this happens, the keyboard may not work at preboot.  A possible solution for this is to configure the BIOS language to match the local being used.  For example, if French locale settings are being used in Windows, set French in the BIOS.

To locate this setting, go into the HP bios via F10, Advanced, select the Keyboard Layout to "French" and then reboot the system.

 

Note: For more information regarding compatibility with Symantec Encryption Desktop 10.3.2 please see the article below in the related articles section.

 

Applies To

Laptop/Desktop with external keyboard plugged in via USB.

Additional Information

Keywords: Keyboards not working at preboot 

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