Mouse / Keyboard not work during USB boot up for restore

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Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby caballo2000 » Tue Sep 06, 2016 4:21 pm

Hi.

I had an issue last week and was a good time to test the backups I'm making with Veeam Endpoint Backup free since 6 months now.

I used the Recovery USB I created with the application and I was able to boot OK but at some point, I get the green screen with all icons but I'm unable to perform any action. Mouse / Keyboard don't work.

I have an Optiplex 990 with Core i7, 16GB ram, 512GB ssd, 2 monitors, Wireless Mouse and Keyboard (Logitech).

Reboot 3 times with the same result.

Any ideas?
caballo2000
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby Dima P. » Wed Sep 07, 2016 11:46 am

Hi Alex,

Do you have all the USB drivers included in the Recovery Media? If it was built on machine without this USB devices being attached then your Recovery Media does not have required USB drivers.
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby coneill55 » Wed Sep 07, 2016 9:36 pm

I am experiencing this as well during my backup audits. The peripherals seem to work in Safe mode. I used recovery media with the drivers installed.

Tried updating items in device manager and ran an SFC scan, neither of which worked.

The mouse loses power during the Windows splash screen.
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby Dima P. » Thu Sep 08, 2016 11:27 am

coneill55,

What is the USB mouse model? Any chance it's connected via USB hub?
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby coneill55 » Fri Sep 09, 2016 4:43 pm

Basic Lenovo mouse - M-U0025-0

By default we have it plugged into a KVM switch but I have plugged it into the computer directly and rebooted. Same issue.
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby caballo2000 » Mon Sep 12, 2016 12:06 pm

By default we have it plugged into a KVM switch but I have plugged it into the computer directly and rebooted. Same issue.

The recovery media was created of course with the mouse and keyboard connected. I try in another 3 systems and had the same issue. This is aparently a bug.

I will try with an old wired dell keyboard and mouse just to check.
caballo2000
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby Dima P. » Mon Sep 12, 2016 12:11 pm

Guys,

Please open a support case. We need the recovery logs to check your recovery media behavior. Please update this thread with your case IDs. Thanks.
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby caballo2000 » Tue Sep 13, 2016 4:50 pm

We can't open a support case. Already reported in other post.
caballo2000
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Re: Mouse / Keyboard not work during USB boot up for restore

Veeam Logoby Vitaliy S. » Wed Sep 14, 2016 3:51 pm

Alex, yes we know that you were not able to open a case, but have you tried to do that one more time (as it takes time to synchronize data between the registration site and our support system)?
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