We have a Windows 11 PC for which we need to type in a bitlocker key, however, we cannot since the keyboard and mouse connected to it are not functional on that screen. However it momentarily goes to BIOS for 3-4 secs prior and the ports work, any advice

Louanne Gomes 25 Reputation points
2025-11-04T17:35:50.5533333+00:00

We are trying to input the bitlocker keys on the Dell Optiplex PC OptiPlex SFF 7010

When the PC boots, it directly going to the BitLocker screen, at which point both the mouse and keyboard become unresponsive. Prior to this, for approximately 3 to 4 seconds, all USB ports function correctly, allowing access to the BIOS screen. I reviewed all BIOS settings and performed an update, but the moment the system reaches the BitLocker or Recovery screen, all USB ports are disabled, rendering input devices unusable.

After restarting the PC, pressing F2 or F12 during the appearance of the Dell logo opens the BIOS screen, where both the mouse and keyboard operate as expected. However, once the system proceeds to the BitLocker or Recovery screen, all USB functionality is lost again for reasons that remain unclear.

Windows for business | Windows Server | Devices and deployment | Recovery key
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VPHAN 47,355 Reputation points Independent Advisor
2025-11-04T18:18:04.4966667+00:00

Hi Louanne Gomes,

During POST, the BIOS controls USB, which is why your keyboard works in BIOS setup. At the BitLocker recovery screen, Windows takes over, but if the USB controller driver isn’t loading properly, all USB input is lost. It's a USB input hand‑off issue, which usually happens when USB legacy support, xHCI hand‑off, or Secure Boot/TPM settings are misconfigured. The fix is to adjust BIOS USB settings (enable Legacy USB Support and xHCI hand‑off), try different ports (rear vs. front, USB 2.0 vs. 3.0), or temporarily use a PS/2 keyboard if BIOS changes don't help. Once you regain input, you can enter the recovery key and then repair the OS drivers. If all the methods fail, you might consider suspending BitLocker in BIOS by temporarily disabling TPM or Secure Boot, then boot into Windows, back up data, and decrypt the drive; re‑enable TPM/Secure Boot and re‑encrypt after fixing drivers. But it's a last resort.

If you find this information useful to some extent, please accept the answer so that your experience with the issue would help contribute to the whole community. Thank you :)

Vivian

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  1. Shaun Proctor 0 Reputation points
    2025-11-06T14:38:17.1633333+00:00

    We have had 2 HP Pro Mini 400 G9 Desktop machines do the same today.
    The user says the machine refused their password a few times before as well. then reboot straight into bitlocker. These are intune joined too with Windows Hello enabled

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  2. VPHAN 47,355 Reputation points Independent Advisor
    2025-11-05T03:16:40.9766667+00:00

    Have you been able to solve the issue yet? If not, is there anything I can help you with? Please let me know.

    If everything is fine, would you mind sharing your experience with the issue by accepting it so that it could be spread further to those in need too? Thank you :)

    Vivian

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