Windows Server 2016 USB ports not working when Win-Ser-2016 starts loading - Dell R720 Server

MultiMedia 31 Reputation points
2022-10-31T10:46:58.61+00:00

Help,

I have a Dell R720 server running Windows Server 2016.

The POST boot process before the OS loads progresses normally and I can use the USB keyboard and USB mouse to change settings in the iDRAC and BIOS setup. I have checked the status of the USB ports in iDRAC and they are all enabled. When Windows Server 2016 operating system starts loading the USB mouse and keyboard both immediately stop working (the IR light on the mouse goes out when Win Server 2016 starts loading). Windows loads to the point of displaying the Ctrl Alt Delete for user login, however the keyboard and mouse do not work in any of the USB ports.

I have switched off the server when Win Server 2016 is loading (i.e. when the circle of dots is displayed) twice in sucession to force the automatic safe mode boot during the 3rd restart. The mouse and keyboard both work in the USB ports in the safe mode selection menu, however if I select to load into safe mode no USB devices work. If I select the command prompt safe option mode, I can get to a command prompt and the keyboard still works at this point.

Please note this server was sucessfully setup and configured around September 2021 with mouse and keyboard working, this was left running ever since. I needed to move the server to a new location and discovered the USB ports were not working, so I just had to shutdown the server by pressing the power button. Upon restart the USB ports do not work once Windows-Server 2016 starts loading.

Please can anyone advise how I would go about resolving this issue from command prompt so when Win Server 2016 loads I can use the keyboard and mouse?

Windows Server 2016
Windows Server 2016
A Microsoft server operating system that supports enterprise-level management updated to data storage.
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Windows Server
Windows Server
A family of Microsoft server operating systems that support enterprise-level management, data storage, applications, and communications.
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Accepted answer
  1. Dave Patrick 426.3K Reputation points MVP
    2022-11-02T19:52:57.837+00:00

    Sounds good, I'd clean install it if possible. Otherwise, the server manufacturer (Dell) will be your best resource to troubleshoot problems with your hardware.

    --please don't forget to upvote and Accept as answer if the reply is helpful--

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  1. Dave Patrick 426.3K Reputation points MVP
    2022-10-31T13:07:19.163+00:00

    Might check here for the latest firmware ROM bios, chipset and driver support packs.

    --please don't forget to upvote and Accept as answer if the reply is helpful--


  2. MultiMedia 31 Reputation points
    2022-11-02T13:22:23.533+00:00

    Where do you mean to check for the latest firmware ROM bios, chipset and driver support packs?


  3. MultiMedia 31 Reputation points
    2022-11-02T19:30:20.397+00:00

    I have updated BIOS, IDRAC and all other packages and unfortunately the USB mouse and keyboard work up until the point Windows Server 2016 starts loading at which point the USB keyboard and mouse stop working, so when it gets to the Ctrl+Alt+Del login screen I can't do anything as non of the USB peripherals work. I double checked to make sure the USB ports are all enabled in the BIOS settings etc.

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  4. Dave Patrick 426.3K Reputation points MVP
    2022-11-02T19:45:27.733+00:00

    You could also try F8 at startup and a Safe Mode boot. A simple solution might be to clean install it if possible. Otherwise, the server manufacturer (Dell) will be your best resource to troubleshoot problems with your hardware.

    --please don't forget to upvote and Accept as answer if the reply is helpful--

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