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USB Ports doesn't work with HP Elitebook 840 G3

PiusSchleiss

It's impossible to logon with externel Keyboard and mouse.



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  • 0

    Hello Pius,

    Can you provide some basic info so we can try to help, for example:

    • Is this SafeGuard Enterprise / Easy?
    • What version are you using: 6.10 / 7.0 / 8.0?
    • What is the OS on the client?
    • BitLocker or Full Disk Encryption?
    • If it's FDE have you tried the hotkeys to disable USB 3.0?

    Best regards,

    Toby
    Data Encryption
    Global Escalations Team

  • 0 in reply to Toby_DataEncryption

    Hello Toby

    We use SafeGuard Enterprise

    Version: 7.00.0.97

    OS: Windows 7

    Full Disk Encryption.

    I tried the hotkeys but there was no hotkey for USB 3.0

    Best Regards

    Pius

  • 0 in reply to PiusSchleiss

    Hello Pius,

    If you check out https://community.sophos.com/kb/en-us/107781 there are a few for USB support:

    • Shift + F3 = switch USB Legacy support (Off/On)
    • Shift + F5 = switch USB support (Off/On)
    • Shift + F7 = switch USB 2.0 support (Off/On)

    You may also need to press the Function key (Fn key) if your machine has one.

    Best regards,

    Toby
    Data Encryption
    Global Escalations Team

  • 0 in reply to Toby_DataEncryption

    Hi Toby

    It doesn't work with the hot keys. Do you have any other ideas.

  • 0

    Hi,

    sounds like the issue with skylake and the missing Support for XHCI by Sophos... I am in contact with them since early february to get this fixed...

  • 0

    Hello Pius,

    Sorry for the delay in getting back to you.

    I had a quick look at the CPU options for this machine and unfortunately they're all SkyLake CPUs:

    Intel® Core™ i7-6600U with Intel HD Graphics 520 (2.6 GHz, up to 3.4 GHz with Intel Turbo Boost Technology, 4 MB cache, 2 cores)
    Intel® Core™ i7-6500U with Intel HD Graphics 520 (2.5 GHz, up to 3.1 GHz with Intel Turbo Boost Technology, 4 MB cache, 2 cores)
    Intel® Core™ i5-6300U with Intel HD Graphics 520 (2.4 GHz, up to 3 GHz with Intel Turbo Boost Technology, 3 MB cache, 2 cores)
    Intel® Core™ i5-6200U with Intel HD Graphics 520 (2.3 GHz, up to 2.8 GHz with Intel Turbo Boost Technology, 3 MB cache, 2 cores)
    Intel® Core™ i3-6100U with Intel HD Graphics 520 (2.3 GHz, 3 MB cache, 2 cores)

    With this in mind you're likely to suffer these issues when running Windows 7 on that machine as it's far too old. The best option I can recommend is to upgrade to Windows 10 Pro to gain support for that CPU and then encrypt with SafeGuard and BitLocker.

    Best regards,

    Toby
    Data Encryption
    Global Escalations Team

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