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Keyboard Delays or missing keystrokes at preboot after encrypting with Symantec Encryption

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Article ID: 228244

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Updated On:

Products

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

Issue/Introduction

There have been some reports on certain models of systems that experience delayed or missing keystrokes at the Preboot Authentication screen (PBA).   

This issue has been observed with both Symantec Endpoint Encryption (SEE) and Symantec Encryption Desktop (PGP) and only with Non-US English keyboard layouts configured for the preboot screen. 

US-English Keyboard Layouts are not affected by this report. 

Resolution

It is always recommended to update to the latest BIOS Firmware version regardless of vendor and re-test this issue. 

Commonly vendors include fixes that can improve functionality, even at the Encryption preboot screens.

 

Update Aug 30, 2022: There is a fix included in Symantec Endpoint Encryption 11.4 MP1HF1 that is available via the Download Portal.

If you are seeing this issue on PGP Desktop clients, please reach out to Symantec Encryption Support to report your findings. 

 


If updating to the latest release is not possible, the following potential workarounds may exist:

Workaround 1: Plug in an external keyboard, which has been known to allow full keyboard entry.

Workaround 2: Alternatively, setting the keyboard layout to US English while this is being reviewed will allow proper keystroke entry.   


To do this with Symantec Encryption Desktop (PGP), run the following command:

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --set-language --disk 0 --keyboard en --display en --admin-passphrase passphrase

For more information on keyboard layouts for Symantec Encryption Desktop (PGP), see the following article:
155227 - Symantec Drive Encryption - Changing BootGuard Display and Keyboard Language

 


To do this with Symantec Endpoint Encryption (SEE), run the following command:

C:\Program Files\Symantec\Endpoint Encryption Clients\Drive Encryption>eedadmincli --set-language --disk 0 --keyboard en  --au adminUsername

This will prompt for the passphrese, and once entered, the keyboard layout should be set to US English.  Run the following command to confirm:

eedAdminCli.exe --get-language -d 0

 

Workaround 3 - Older Hardware with Boot API Keyboard property

If you have an older system, the following may work if you are using an AMI BIOS:

164994 - On certain Dell computers running Symantec Encryption Desktop 10.4.x, the Shift key does not work at PGP BootGuard

Although the title above mentions "Dell computers", this can be any computers that may have used the America Megatrends, Inc. BIOS (AMI) BIOS.

 

 

Important Note: If you are unable to use the above options or you are affected by different models, reach out to Symantec Encryption Support for further guidance.  


If you have this issue and the model is not listed above, or if you would like to get an update to this case, please reach out to Symantec Enterprise Support, and reference this KB

Additional Information

For more information on keyboard layouts for Symantec Endpoint Encryption (SEE), see the following article:
174651 - Changing Symantec Endpoint Encryption Preboot Display and Keyboard Input Language with Troubleshooting

158897 - Some Keyboards may not work at Preboot with Symantec Encryption Products

 

EPG-25371, EPG-25068, EPG-25269, EPG-24075, EPG-26998, EPG-26835