ML370: Mouse/Keyboard Unusable on Boot Up after installing PCAnywhere

[Steve Clements_2]

I have a Compaq ML370 Server running 2000 server SP2 networked

On booting my keyboard is active (caps lock can be turned on/off) but at the logon screen both keyboard & mouse are unusable. Checking for problem devices over the netwiork to this server there are four devices listed:

PS2 Mouse
Keyboard
USB Controller
PCI Graphics card

Nothing has changed in software or hardware. And the server is running fine as all users can connect without a problem. Are these four itemsd driven by the same piece of hardware or am I barking up at the wrong tree?

Any help most welcome.

[CA467151]

1. When was the last time the keyboard & mouse worked ok?

2. Is the server on a KVM switch? If so, which one?

3. Does the keyboard work during POST? That is, can you access the ROM-based utility or any other option during POST?

[Tarek Kawach]

Hi Steve:

So remotely you can connect to the server and able to use the mouse and keyboard; but locally cannot

is this on a KVM

Do you have Remote lights out board
possible not configured properly.

next ; if you boot up to smart start are you able to use keyboard and mouse;

next; if you boot up locally to safe mode are you able to use the keyboard and mouse.

Check the matrix of the rib board if you have one.

[Steve Clements_2]

Terri to answer your questions:

1. When was the last time the keyboard & mouse worked ok?
..Before I rebooted the PC. No software changes have been made prior

2. Is the server on a KVM switch? If so, which one?
..Yes it is Belkin, but I have removed this and plugged the Keyboard/Mouse directly intothe server with no results

3. Does the keyboard work during POST? That is, can you access the ROM-based utility or any other option during POST?
..Yes the numlock etc can be changed until the 'Starting windows...' page is displayed. I can also jump into Setup on start up.

[Steve Clements_2]

Tarek to answer your questions/suggestions:

So remotely you can connect to the server and able to use the mouse and keyboard; but locally cannot
..How do I login remotely, I have VNC installed but this rejectes my login attempts

is this on a KVM
..As per the answer to Terri

Do you have Remote lights out board
possible not configured properly.
..Haven't touched it since original installation. Should I need to check this?

next ; if you boot up to smart start are you able to use keyboard and mouse;
..Yes

next; if you boot up locally to safe mode are you able to use the keyboard and mouse.
..Yes haven't tried this yet.

Check the matrix of the rib board if you have one.
..The what?

[CA467151 · Accepted solution]

1. If you can get into Windows 2000 via Safe Mode, then I would re-install both the keyboard & mouse drivers.
2. If Safe mode does not allow the keyboard/mouse to work, the only option I see is to boot from the Microsoft 2000 CD and run RECOVERY. I would first contact Microsoft and create an incident for this problem.
Keep us posted!

[Tarek Kawach]

So you are able to use the keyboard and mouse when booting up with smart start cd locally; meaning there is no hardware issue with the ports on the server.

There is then some corruptions with in windows Registry or device driver; a new driver was installed that corrupted the mouse and keyboard driver.

Res:
follow the steps Terri outlined and check with MS on reslutions.

also if mouse and keyboard work in safe mode; then can delete the mouse and keyboard drivers and any newly installed drivers and reboot back to normal mode; then they will reinstall.

Check if you have a RIB Board installed ;
depending if you have RIB I or RIB II:
here is the link for it on our website;

RIB I
http://h18013.www1.hp.com/products/servers/management/remote-lightsout/server-slot-matrix.html


Rib II
http://h18013.www1.hp.com/products/servers/management/riloe2/server-slot-matrix.html

Tarek

[Steve Clements_2]

I will try both of your suggestions, thankyou, and inform you of the results. I have one further query about the 'problem devices'; Is the USB Controller & PCI Graphics card part of the same problem or not?

[Steve Clements_2]

Right...I have followed Terris & Tareks advice which led me to find a possible cause to my problem....PCANYWHERE ! Article 317246 on the MS KB outlines the problem & the solution.
I now have a working mouse & keyboard. I still have two problem devices listed in my device manager:-
USB Controller & PCI Graphics Card.

I suspect (or hope) that this is also down to PCAnywhere but cannot find any help on the symantec or MS KBs. Does anybody have any further thoughts on this problem.

Many thanks to Terri & Tarek for the help so far.....there is light at the end of the tunnel!!

[CA467151]

Many thanks for taking the time to post solution - this will help others.
For the "problem" devices, is there a yellow flag on the USB & PCI graphics card? Are you using any USB device? What video device/driver is actually being used (is PCI Graphics card an "extra" install?

[Steve Clements_2]

Terri,

I've solved the USB problem, I reinstalled the device driver...seems to be working okay now, as for the display driver I'm stuck on 256 colour 640x480. I have checked the Symantec site and they give a solution to use the 'Last Known Good Configuration' in the boot up. This makes me nervous, the only item listed under this is the orginal configuration, if I use will I use other setups in software? I've taken two large steps forward but have the terrible feeling that I just might take 10 large steps backwards if I'm not careful.

I've also lost my mapped drives/connection to my novell server, again I could reinstall the Novell Client gateway but what would be the ramifications?

What do you suggest?

[Steve Clements_2]

Sorry forgot to day....I have tried to reinstall the display driver but the computer thinks it's just got a vga card (I bet it's that damn PCAnywhere software again!!!)

[CA467151]

I don't think "Last Known Good Configuration" is going to make any difference here...

1. Make a current ERD (Emergency Repair Disk). I'd verify or make a full system backup as well.

2. Uninstall pcAnywhere

3. On reboot see if Novell client is now working. And if video is now better than 640x480 - or will allow you to update.

If this does not help or additional problems are encountered, contacting Microsoft would be worthwhile - no one wants to have to reinstall!

[Steve Clements_2]

Thanks for the suggestions but PCAnywhere is already uninstalled (automatically & manually using their process from their KBase). It looks like I'm going to have to battle with the MS support team to get any further.

I'll update you with how I get on, but if you have any more ideas let me know.

[CA467151]

At this point I can only suggest the following:

1. Check the current Windows 2000 services for any pcAnywhere stuff that might still be running. If you are not sure on a given service, set it to MANUAL then stop it - if problems you can simply start it up again.

2. Enable logging to boot file - this will require a reboot, then the F8 option during POST. Turn on the option to log to a boot file, after Windows loads open up the boot log file:

C:\winnt\ntbtlog.txt

With the above file (which Microsoft will probably have you create) you can determine what video drivers are loading.

Keep us all posted!

[Steve Clements_2]

So here's the update....

My server is working all except Novell connection & screen driver. PCAnywhere has already been deinstalled. Trying to update the ATI Rage IIC adapter just kept failing.

Searching though the HP/Compaq Kbase I found a suggestion to reinstall PCAnywhere, reboot server & deinstall PCAnywhere.

I reinstalled PCAnywhere, this stuffed my mouse & keyboard again (I followed Article 317246 on the MS KB again to gain control)

Rebooted the server logged in and deinstalled PCAnywhere using add/remove programs.

Deinstalled the video driver (this was a broken VGA driver) through the device manager and rebooted (yet again)

On boot up installed the ATI Rage IIC drive from he latest softpaq download from Compaq and it all burst into life. I can now change the screen resolution etc without any problems. (hurrah!)

I still have my Novell inconvenience but I'm sure reinstalling the Client will solve that problem, I will try that later.

It all seems fine now (fingers crossed).....so what I have I learnt?

DON'T use PCanywhere....I use VNC (http://www.realvnc.com) on my other servers, that works without any of these problems and it is free !!!

Many thanks to Terry & Tarek for their continued support, without which I would have committed hari-kari.

Cheers

[CA467151]

Steve,
Thanks to YOU for including a clear description of problem AND solution... providing an excellent resource for HP users...I have no doubt someone else will run into this same delightful problem.
Happy computing.