Bad layout issue using external keyboard at FDE login page (Checkpoint Endpoint 84.50)

[keysourcexdr]

Hello, 

When I setup a laptop for my company, the laptop has an italian internal keyoard and it is installed with windows 10 and with english US language. We usually install these laptops with docking stations with keyboard mouse... extra stuff.

As some users may like english US layout, we generally keep the english US layout and we add the italian keyboard layout to the English US language. 

The issue we encounter sometimes is that after we install the checkpoint endpoint with FDE (full disk encryption), when I use an external keyboard (attached to the docking or directly plugged on the laptop), the 2 US and Italian layouts are wrong at the Checkpoint Endpoint FDE Login page. If I use the internal keyboard, the layout is correct. And when I can login after the layout of the external keyboard becomes OK when the boot process is reaching Windows 10. So the problem is only with an external keyboard at FDE login prompt. 

As the whole setup is a quite long procedure, How can I get rid of this issue without reinstalling everything? 

Many thanks, Xavier.  

[Chris_Atkinson]

Is the bios of the affected machine up to date and has disabling fastboot been tested?

[keysourcexdr]

Going to check that, thanks

[keysourcexdr]

The only fastboot part I could disable was bios startup boot mode to "diagnostics", which does not solve the problem after I just reinstalled EPS. 

Do you have any other advise? 

Thanks for your help however

[Chris_Atkinson]

But the bios version is current?

@jcortez Any other suggestions besides engaging TAC? 

[jcortez]

@keysourcexdr & @Chris_Atkinson 

You may want to try enabling and disabling some of the Advanced Preboot Customization Menu to see if that resolves the issue. Specifically the "USB Support", "PCMCIA Support", and "BIOS mouse driver".

Please see this SK:

https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solut...