USB connected devices become unresponsive after undocking/docking HP EliteBook 8440p/8460p with Symantec System Recovery (SSR) installed.

Article:TECH178594  |  Created: 2012-01-10  |  Updated: 2012-03-16  |  Article URL http://www.symantec.com/docs/TECH178594
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Article Type
Technical Solution


Issue



After undocking and re-docking a HP EliteBook 8440p/8460p laptop, USB connected devices become unresponsive.

The issue has been seen with the following devices:

  • Microsoft Intellimouse Explorer
  • Microsoft Digital Media Keyboard 3000
  • MS Lifecam

The issue occurs regardless of whether the USB devices are connected into the docking station or directly into the laptop.


Environment



HP EliteBook 8440p/8460p

Windows 7 Enterprise (x86 & x64)


Solution



The current workaround is to stop the 'Symantec System Recovery' service before re-docking the laptop.

NOTE: Please contact Symantec Technical Support if you are experiencing this issue. Symantec requires more customer data for further investigation of this issue.

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.
 
This issue is currently under investigation by Symantec Corporation. Pending the outcome of the investigation, this issue may be resolved by way of a patch or hotfix in current or future revisions of the software. However, this particular issue is not currently scheduled for any release.  If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Symantec Sales representative or the Symantec Sales group to discuss these concerns.  For information on how to contact Symantec Sales, please see http://www.symantec.com

Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.


Supplemental Materials

SourceETrack
Value2659057
Description

USB devices become unresponsive when undocking/docking HP EliteBook 8440p/8460p with SSR installed.



Article URL http://www.symantec.com/docs/TECH178594


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