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usb鍵盤滑鼠失效問題 RRS feed

  • 問題

  • HPE伺服器安裝 HPE OEM WINSVR 2016 

    2021/7/9  不定時鍵盤滑鼠會失效,Windows遠端桌面也連不上,當下外接鍵盤滑鼠也不會有動作,重啟才會恢復正常。

    HPE判斷  :

    1. 已檢視過硬體沒有異常告警,且如果是6台主機都有此情況, 不太可能是硬件故障參考下面的文檔說明, OS層面會造成這樣的情況 https://support.hpe.com/hpesc/public/docDisplay?docLocale=en_US&docId=sf000074816en_us HPE ProLiant DL380 Gen10 Server - USB Keyboard and Mouse is not Working in Operating System

    2. 微軟community 有說更新這支patch的問題- KB4074588  可試試看先把這支patch移除看看 (客戶無該PATCH 故非此問題)

    2021/9/7 又再發生 

    1. HPE先檢視沒有看到硬體報錯,並建議聯繫microsoft檢查OS層面,也協助查詢了如下一些內容,可試著檢查設定方面,driver方面等等

    之前L1提供的文章也有介紹此問題通常都是OS層面問題(ILO5下不work也和OS層面相關):https://support.hpe.com/hpesc/public/docDisplay?docLocale=en_US&docId=sf000074816en_us

     https://softwarekeep.com/help-center/how-to-fix-your-keyboard-not-working-in-windows-10

     https://www.makeuseof.com/tag/finally-fix-windows-10-mouse-issues/

     https://helpdeskgeek.com/windows-10/is-your-keyboard-mouse-not-working-heres-how-to-fix-them/

    3. 此問題一般是出現在已經sign out系統, 部分類似下面文章

    https://support.hpe.com/hpesc/public/docDisplay?docId=emr_na-a00107252en_us

    SUPPORT ALERTS - CUSTOMER ADVISORY

    Document ID: a00107252en_us

    Version: 1

    Advisory: HPE KVM Console USB Interface Adapters - On Systems Running Microsoft Windows 10 (or Earlier), the Keyboard and Mouse Control Via KVM Switch May Not Function After Signing out of Windows if the "USB Selective Suspend" Setting Is Invoked

    NOTICE: The information in this document, including products and software versions, is current as of the Release Date. This document is subject to change without notice.

    Release Date: 2020-11-03

    Last Updated: 2020-11-03

    DESCRIPTION

    On systems running Microsoft Windows 10 (or earlier) and configured with a KVM console USB 2.0 virtual media CAC interface adapter (P/N:748741-001) or a KVM console USB interface adapter (P/N:748740-001), when signing out of Windows, the keyboard and mouse may disappear from the Windows Device Manager. In addition, control via the KVM switch stops functioning if the "USB selective suspend" setting is enabled and invoked in the operating system.

    Rarely used in enterprise applications, the USB selective suspend feature of Windows 10 allows the hub driver to suspend an individual port without affecting the operation of the other ports on the hub. Selective suspension of USB devices is especially useful in portable computers, since it helps conserve battery power.

    When this issue occurs, the following devices disappear from Device Manager:

    1. HID Keyboard Device
    2. HID-compliant mouse
    3. HID-compliant mouse
    4.  
    5. USB Composite Device

    RESOLUTION

    USB Selective Suspend is not invoked in the majority of applications and the issue is never experienced.

    If the issue occurs and USB Selective Suspend functionality is not required, disable the USB feature to prevent the issue by following the steps below:

    1. Open Control Panel.
    2. Click on Hardware and Sound.
    3. Click on Power Options.
    4. Under "Preferred plan," click the Change plan settings link for the plan currently in use. (If the settings are changed on a power plan that is not active, this will not work.)
    5. Expand USB settings.
    6. Expand USB selective suspend setting.
    7. Select Disabled from the dropdown menu.
    8. Click Apply.
    9. Click OK.

    2021年9月8日 上午 03:51