Cannot Enter Passphrase Using USB Keyboard on Symantec Drive Encryption (formerly PGP Whole Disk Encryption) BootGuard

Article:TECH200001  |  Created: 2012-11-21  |  Updated: 2013-04-29  |  Article URL
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Technical Solution



When trying to authenticate, you are unable to enter your passphrase at the Symantec (formerly PGP) BootGuard screen using a USB keyboard.  Even though the keyboard may be connected directly to the computer or via a docking station, the passphrase is not input.



Normally, you need only be able to use a keyboard once Windows has loaded. Symantec BootGuard starts at a much earlier stage in the boot process and as a result the USB ports may not be fully active.


Restart the computer and enter the BIOS menu by using the built-in keyboard.  If the USB keyboard does not work in the BIOS menu then it is a reasonable assumption that it will not work at the Symantec BootGuard as well.

Many docking stations and some laptops will have a PS/2 connector.  If possible, use a PS/2 keyboard instead.



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