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

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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 for some machines experiencing delayed or missing keystrokes at the Preboot Authentication screen (PBA).   The following models are currently known to have this issue:

*HP 250 G7 (System ID 8532)
*HP 250 G8


This issue is observed with both Symantec Endpoint Encryption (SEE) and Symantec Encryption Desktop (PGP).

This issue is observed only with Non-US English keyboard layouts configured for the preboot screen. 

Resolution

HP and Insyde have included a fix for this and will be released soon.

One of the workarounds to this issue is to plug in an external keyboard, which has been known to allow full keyboard entry.

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

 

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.  In all of these cases, it is possible to invoke a temporary bypass so that the preboot could be skipped.  In these situations, you would be required to login to the Windows prompt rather than the preboot screen.

 

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

EPG-25371
EPG-25068
EPG-25269
EPG-24075

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