Knowledge Base

The keyboard and the mouse do not work after you remove a PGP program

PSS ID Number: 318906

Article Last Modified on 12/11/2003

The information in this article applies to:

Microsoft Windows 2000 Server
Microsoft Windows 2000 Professional
Microsoft Windows 2000 Advanced Server

This article was previously published under Q318906

Important This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry

SYMPTOMS

After you remove a PGP program (from PGP Corporation) from your Microsoft Windows 2000-based computer, and then you restart the computer, your keyboard and your mouse may no longer function.

CAUSE

This issue occurs because the PGP program installs keyboard and mouse filter drivers. When you remove the PGP program, the filter drivers are also removed. But the registry entries that refer to these drivers are not deleted. Therefore, the operating system tries to use drivers that are not installed on the computer's hard disk, and as a result, the mouse and the keyboard no longer work.

RESOLUTION

Warning If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.To work around this issue, remotely access the registry of the Windows 2000-based computer, and then delete the PGPsdkdriver value. To do this, use one of the following methods.

Method 1: Access the registry from another computer

Access the computer’s registry from another computer on the network to delete the incorrect keyboard filter driver.

Delete the PGPsdkdriver value

Start the computer in the standard way.
Log on to another computer on the network.
Click Start, and then click Run.
In the Open box, type regedit, and then click OK.
Click the remote computer name, and then open the registry of the remote computer.
In the registry of the remote computer, locate the following key:

HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Class\{4D36E96B-E325-11CE-BFC1-08002BE10318}
In the right pane, double-click the UpperFilters value.
Delete the "PGPsdkdriver" text, click OK, and then close Registry Editor.

Create the MMC console

You must create the Microsoft Management Console (MMC) to restart the remote computer after you modify its registry. To do this, follow these steps:

Click Start, and then click Run.
In the Open box, type mmc, and then click OK.
On the Console menu, click Add/Remove Snap-In.
Click Add, click Computer Management, and then click Add.
Click Another Computer, and then type the network name of the remote computer.
Click Finish, click Close, and then click OK.
In the Console window, right-click the Computer Management node for the remote computer, and then click Properties.
Click the Advanced tab, click Startup and Recovery, and then click Shut Down.
Click Restart, and then click OK to restart the remote computer.

Method 2: Access the registry from a parallel installation

If you cannot remotely edit the Windows registry, install a new copy of Windows 2000 in a new folder, and then edit the registry of the original Windows installation. To do this, follow these steps:

Start your computer from the Windows 2000 CD-ROM.
After Setup completes its inspection of the computer's hardware, press ENTER to set up Windows 2000.
Press F8 to accept EULA.
To continue installing a fresh copy of Windows 2000 without repairing, press ESC.
Verify that the current installation drive is selected. Press ENTER to set up Windows 2000 on the selected drive.
To continue Setup by using this partition, press C.
Select Leave the current file system intact (no changes), and then press ENTER.
Press ESC to install Windows 2000 in a different folder. If you originally installed Windows 2000 in the default Winnt folder, type the name of a different folder, and then press ENTER.

Modify the registry from the parallel installation

To modify the registry from the parallel installation, follow these steps:

Click Start, and then click Run.
In the Open box, type regedit32, and then click OK.
Click HKEY_LOCAL_MACHINE, and then click the following registry subkey:

HKEY_LOCAL_MACHINE
On the Registry menu, click Load Hive.
Locate the System file in the original Windows 2000 installation location. By default, the System file is stored in the following location:

%SystemRoot%\System32\Config
Click Open, type an arbitrary name in the Key Name box, and then click OK. The original HKEY_LOCAL_MACHINE hive is loaded as a subkey of the current key.
In the arbitrary name key (where arbitrary name is the name that you assigned to the HKEY_LOCAL_MACHINE registry key from the original Windows installation), locate the following registry subkey:

ControlSet001\Control\Class\{4D36E96B-E325-11CE-BFC1-08002BE10318}
In the right pane of Registry Editor, double-click the following value:

UpperFilters: REG_MULTI_SZ: aw_hostkbdclass
Delete only "aw_host"; make sure that "kbdclass" remains.
Click OK.
Click Yes in the warning message dialog box.
Double-click the minus sign (-) to collapse the HKEY_LOCAL_MACHINE registry subkey.
On the Registry menu, click Unload Hive, and then click Yes to confirm the operation.
On the Registry menu, click Exit.
Restart the computer, and then select the original Windows 2000 installation on the startup menu.

MORE INFORMATION

For more information about PGP products, visit the following PGP Web site:

http://www.pgp.com

Note PGP was formerly the property of Network Associates, Inc. For information about how to contact Network Associates, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Keywords: kbprb KB318906
Technology: kbwin2000AdvServ kbwin2000AdvServSearch kbwin2000Pro kbwin2000ProSearch kbwin2000Search kbwin2000Serv kbwin2000ServSearch kbWinAdvServSearch

Microsoft KB Archive/318906

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