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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06446320

Version: 1

Symantec Encryption Desktop - Missed Key Stroke Entries at Preboot Authentication

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 11-Sep-2019

Last updated : 11-Sep-2019

DESCRIPTION
Symantec Encryption Desktop 10.4.2 MP2 or older installed may experience missed key strokes entries at preboot authentication.
Issue could occur on any notebook running UEFI OS with an internal US keyboard layout set to non-English languages layout in the OS.
Issue only occurs after cold starts. Keyboard works after reboots.
Issue does not occur when the keyboard is changed to English mode.
The issue is not a delay, but key strokes are not detected. Example would be typing Hello in the name or password line may results in only getting “Hl”. To get Hello on the password line you may have to type HHHHHeeeeeeeeeeellllllllllo.

SCOPE
Information in this document applies to the following:
Systems:
  • Any notebook running UEFI OS with an internal US keyboard layout set to non-English languages layout in the OS.
Operating Systems:
  • Microsoft Windows 10
Software
  • Symantec Encryption Desktop 10.4.2 MP2 and older
RESOLUTION
Disable BIOS fast boot and Windows Fast Start up.
Install Symantec Encryption Desktop 10.4.2 MP3 or newer from Symantec.
– Symantec Encryption Desktop 10.4.2 MP3 and be installed over the top of any previous versions.
Customers can download Symantec Encryption Desktop 10.4.2 MP3 from their MySymantec portal or contacting their Symantec rep for information on getting and installing the latest SED software.

Hardware platforms affected : HP EliteBook 1050 G1 Notebook PC, HP EliteBook 735 G5 Notebook PC, HP EliteBook 735 G6 Notebook PC, HP EliteBook 745 G4 Notebook PC, HP EliteBook 745 G5 Notebook PC, HP EliteBook 755 G4 Notebook PC, HP EliteBook 755 G5 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook x360 1030 G4 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP ProBook 640 G5 Notebook PC, HP ProBook 645 G4 Notebook PC, HP ProBook 650 G4 Hex Core Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G5 Notebook PC, HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G5 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G5 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G5 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation, HP ZBook Studio G5 Mobile Workstation, HP ZBook x2 G4 Detachable Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06446320

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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