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USB Keyboard and Mouse Not Responding after Change

johnafuchs
over 7 years ago

Hello,

We are running Desktop Authority 9.3 and (since I've started) every time that a change is made to a workstation (IP or name change) and the workstation is rebooted the keyboard and mouse no longer respond (when an admin restarts the workstation there is no issues but the next time a "regular" user logs in and restarts then the keyboard and mouse do not respond). We either have to connect a PS2 keyboard or connect through remote desktop - logon as an admin then it is fine (different permission set applied maybe). I've checked the settings under the USB Port security under the Client profiles and cannot see what would be causing this to happen. I also verified that the correct HID is added for the keyboards that are used here.

Does anyone know what could trigger this?


Thanks!

Parents
  • 0 over 7 years ago

    There are a few things you can check to see if some settings are causing your issue.
    If both the mouse and keyboard have issues then it may be the USB ports and not the devices that are getting locked.

    1. Has the “Default” permission set been altered in anyway?
        It should always be set to allow everything for the group “Everyone”.

    2. Review the SLTrace file for the user. “%Temp%\Desktop Authority\SLTrace.htm” 
       When the IP/Machine name changed does it apply a different Profile or Element that you were not expecting?

    3. Are you able to use the Administrative Override for USB/Port Security when the user is logged on to fix the issue when it happens?
        If so, then there is more than likely an issue with a permission set.

    If these suggestions have not led you to a solution please Contact Technical Support and we can investigate further.


Reply
  • 0 over 7 years ago

    There are a few things you can check to see if some settings are causing your issue.
    If both the mouse and keyboard have issues then it may be the USB ports and not the devices that are getting locked.

    1. Has the “Default” permission set been altered in anyway?
        It should always be set to allow everything for the group “Everyone”.

    2. Review the SLTrace file for the user. “%Temp%\Desktop Authority\SLTrace.htm” 
       When the IP/Machine name changed does it apply a different Profile or Element that you were not expecting?

    3. Are you able to use the Administrative Override for USB/Port Security when the user is logged on to fix the issue when it happens?
        If so, then there is more than likely an issue with a permission set.

    If these suggestions have not led you to a solution please Contact Technical Support and we can investigate further.


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