After encryption, internal keyboard not working.

[Alan.Carvalho]

Hello everyone!

After installing encryption driver on a Dell Inspiron 5447 laptop with hybrid drive Seagate ST1000LM014-1EJ164 and encrypt the disk, in this specific notebook model has problems in PGP login screen after turning on or restarting after hibernating.

Several tests were performed such as BIOS update, disable USB emulation in the BIOS , disable the boot security, among others, and yet did not get a solution to the problem. Currently I created a new package and installed on a new notebook that did not have PGP and yet the problem was the same.

We also conducted tests with keyboard and external mouse and they worked perfectly.

SEE is at version 11.1.0 recently upgraded, however the problem has been occurring since the 11.0.1 version.

Some of you are going through it or already resolved issues how are you?

I appreciate the help.

After encryption, internal keyboard not working. 

[Migration User]

Alan, good morning, you noted the issue "model has problems in PGP login screen after turning on or restarting after hibernating" can you explain in more detail what the exact issue is, thank you.

[Alan.Carvalho]

Of Course.
So i have the problem in all cases, when i start my notebook, after reboot or shutdown or when my notebook leaves mode hibernate.
My internal keyboard not works and i need reboot the notebook a lot times for can authenticate in windows.

[w-d]

Do you see this behavior with non-hybrid drives? Symantec Endpoint Encryption 11.x doesn't support oficially hybrid drives. We have a Feature Request opened for it:

https://support.symantec.com/en_US/article.TECH229005.html

[Migration User]

Alan, I am experiencing the same issue, only it does not involve a hybrid drive.

We are currently evaluating a trial of SEE 11.1.0 and have installed the drivers and encrypted the (mechanical) hard drive on a Dell laptop. After the encryption process, the internal keyboard only allows a few keystrokes to be entered on the preboot screen and then it stops responding. This of course makes it impossible to log in and use the computer. We found that by plugging in a USB keyword we can fully log in. Once we are past the preboot screen the internal keyboard works fine. We tried disabling USB emulation in the BIOS but it has made no difference.

I entered a ticket with Symantec Support but I don't expect a reply since we're on an eval. Were you able to find a solution for your system?

[Migration User]

Found a solution:

Decrypt the drive, uninstall SEE. Switch to another product that offers pre-sale support.

Keyboard works fine now!

[Alan.Carvalho]

Hello Matt

We send for Symantec one notebook and they made conclude this chipset is not compatible with the version of Endpoint Encryption.

Thanks for your help, but i need Symantec solve this question.

[Migration User]

This sounds like a hardware comptibility issue and would require a code fix from enigneering. If you have purchased the product, please contact support and assistance will be provided. Thank you