Video Screencast Help

PGP WDE freezes if mouse is touched on logon screen (solved)

Created: 02 Oct 2012 • Updated: 04 Oct 2012 | 4 comments
This issue has been solved. See solution.

Hi

If the mouse is used (moved, button pressed, wheel) while PGP WDE shows the startup login screen, the screen gets freezed and stops responding to keyboard input. No passphrase entry is possible. A system restart is required to proceed.

If just the keyboard is used whitout any mouse interaction, the passphrase can be entered successfully.

PC:  HP Compaq 8200 Elite CMT
OS:  Win7, x64
PGP: Uinversal Server V3.2.1 MP3, Desktop 10.2.1
 

Thanks,

Reto
 

Comments 4 CommentsJump to latest comment

Tom Mc's picture

If this is a USB mouse, it may help to connect it to a different port and/or to go to Device Manager, under USB Controllers, and make sure that none of the entries with a Power Management Properties are set for "Allow the computer to turn off this device to save power."  I would also suggest going to your Mice entries inDevice Manager and making sure that option is not selected. 

When you consider your issue resolved, please click Mark As Solution on the most helpful response.

Search the Knowledge Base &

resc.symantec's picture

Tom Mc,

I already tried all USB connectors or other type of mice and keybords.

The computer gets freezed on the PGP screen which is displayed right after power on, before Windows is running. Do the Power Management Settings of Windows affect the behaviour at that point in time?

Alex_CST's picture

No, windows isnt even called at this point so any Windows settings will be irellivant.

This means that any settings to correct the issue will purely be in the BIOS.  Might I suggest upgrading the firmware of the BIOS first of all, as this might bring around increased compatibility

You should be able to get firmware/BIOS flash utilities from HP's website, the model page is here:

http://h20000.www2.hp.com/bizsupport/TechSupport/ProductList.jsp?lang=en&cc=at&taskId=135&prodTypeId=12454&prodSeriesId=5037931

Once the BIOS is updated, try again, if its still giving you issues then we can look into the BIOS settings further.

Please mark posts as solutions if they solve your problem!

http://www.cstl.com

SOLUTION
resc.symantec's picture

Hi Alex_CST

Thanks, the new BIOS version 2.21 fixed the problem.