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Wired USB Keyboard Trouble installing Sophos XG Firewall (SF01V_SO01) version 15.01.0.376.

ScottKrusemark

Need help.   Wired USB Keyboard Trouble installing Sophos XG Firewall (SF01V_SO01)  version 15.01.0.376.   

Attempting install on Acer Aspire R1600. I had installed UTM9 last night and had the web interface running fine on this machine, so I don't think this is a hardware issue.

After installing UTM 9,  I learned that XG was the future, so I pulled down the XG ISO, burned to a DVD in the same way I did with UTM the day before. However when booting the XG installer from the DVD I see the Sophos FIRMWARE INSTALLER text, and the warning "This program will erase all data from the appliance. Do you want to continue (y/n)." However, my keyboard is not working to let me select, y, to continue. The keyboard worked fine to get me through the boot option to tell the server to boot from DVD.

I repeated with another wireless keyboard, same result.

I repeated using a USB dongle to boot from (instead of the DVD). Same result.

Other posts talk about usb issues once the app is installed, but I can't even get that far.

Any ideas I can try. Thanks in advance.

15-Dec update - I called support.  they suggested that I try the following two items, but neither worked.

1) Enable Legacy USB support.  I looked at the bios, and Legacy USB support was already enabled.  I tried disabling it, but then the USB drive would not load the install files.

2) Reconnect keyboard after extended unplugging.  Once i got to the Y/N prompt, I tried unplugging the keyboard, waited a couple minutes then plugged it back in in an attempt to reload the drivers.  This did not work.



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  • 0
    You probably have already done this, but try a different usb port and a restart
    Ian

    XG115W - v20.0.3 MR-3 - Home

    XG on VM 8 - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk

    Thanks for the suggestion. I tried unplugging all other USB devices (including the mouse), and then tried every usb port on the machine rebooting in between each change. Same result. :(

    I've also tried two other keyboards.

    Feel free to continue offering other thoughts.

  • 0
    I ran into the same problem on two different PC's. Tried everything you mentioned above with no luck. I ended up connecting the keyboard using a USB hub and everything worked after that. If you have one laying around I would try it and see if that works for you.
  • 0
    Thanks KellyMiracle, I was having the same troubles and your suggestion of the USB hub worked like a charm.
  • 0
    Thanks Kelly - the use of a USB hub between the PC and the keyboard worked for me! For future readers, all I had was a USB 3.0 hub, and it worked for me.
  • 0

    I'm running into the same issue with version 15.01.0.376.

    In BIOS, USB keyboard and mouse is enabled and also Legacy USB support. Keyboard and mouse work in BIOS and when selecting boot device. Once Sophos Firmware installer asks to continue, then the keyboard does not work.

    I have now also tried with a USB hub (USB2 and not powered). Only change was that the keyboard continued to have power (NumLock led on) but was still unable to use the keyboard.

    Any suggestions would be appreciated.

    **EDIT / UPDATE **

    Have now bypassed the problem by using a PS2 keyboard that I was able to dig up on a scrapyard. USB->PS2 for keyboard might also work.

  • 0
    thanks so much for this 'solution'. My workaround had been to load the disk up on a pc in which the loader would see the keyboard, then move the disk to my target machine. Ironically it was a 32 bit machine where the keyboard worked, and the 64 bit would not. if this is a feature, I would hope to see something added to the install guide that says a hardware requirement is a usb hub.
  • 0

    I too have this issue where my USB keyboard is shut off when the boot loader for the installation loads.
    UTM 9 works great on the current hardware, and never had an issue with keyboards on it.

    It is almost like the XG loader turns off power to the USB, as the Numlock light keeps barely flashing repeatedly.

  • 0
    Holy ridiculousness. Fought this for an hour. No amount of BIOS settings would fix. But the solution of first using a USB hub actually works. Crazy and annoying.
  • 0 in reply to KellyMiracle

    Thanks a lot - this worked perfectly.

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