ALU USB Keyboard & driver

Bjarne · Post by **Bjarne** » 05 Feb 2010 02:29

Hi all.
I'm sure I'm not alone having problems with the keyboard suddenly just "disconnect", with an audio beep and all.
Sometimes it can be fixed by just physically unplug and plug in the keyboard again but thats not always the case.
I know of customers that also tried with an external usb-hub (with separate external power) to avoid power-surge problem, if that could have been the real issue...

I can't seem to find a common cause either ( PC manufacturer, O/S etc)...

The driver currently running is 1.0.0.1, but I'm uncertain its a driver problem as the whole device is lost...

Whats your experience regarding this dudes n dudettes?

tincho.rn · Post by **tincho.rn** » 06 Feb 2010 10:57

Hi. I never have that kind of problem using USB keyboard. I test it in many release. Check for cross compatibilitys and bugs releate it to this app in your release. Regards.

Bjarne · Post by **Bjarne** » 07 Feb 2010 02:55

Well, its not bound to any other releases except for driver, the actual keyboard and windows os.
I think we can rule out windows as most operators run the same (winxp).
I must point out that I cant reproduce this myself.

When the problem arise the keyboard runs perfect for several hours/days and then - beep-boop - keyboard lost.

tincho.rn · Post by **tincho.rn** » 07 Feb 2010 18:22

Hi Bjarme. Yes, you are right. Using USB keyboard it is related to the dirver and OS. However, always check for fixes under the release. I have USB keyboar working perfectly under release 7 and 8 (using lastest paches for each release) and Windows XP.
Do you have any incident?. backtrace? regards.

Bjarne · Post by **Bjarne** » 08 Feb 2010 00:04

tincho.rn wrote: I have USB keyboar working perfectly under release 7 and 8 (using lastest paches for each release)....
Do you have any incident?. backtrace?.

The driver don't run under a PBX version, its running in Windows, totally isolated from the PBX.
So obviously there are no PBX incidents & exceptions related to this problem. (unless of course the A4059 sends a "hey - my keyboard is pulled out" event to the PBX, which it doesn't )

The problem, as described above, is pretty straight forward; the keyboard is suddenly just lost. Its exactly as if you yanked out the keyboard from the PC yourself.
The keyboard is never recognized until you manually plug it out and in again...or reboot the pc.

Eliott · Post by **Eliott** » 10 Feb 2010 15:56

I think I've the same problem on different sites.
Do you get an error message: "ThreadWaitkbdNotif IOCTL_KEYBOARD_PAC_GET_KEY_INFO failled 5"?
I've opened an eService Request but no quick progress there

What's your keyboard reference? 3AKxxxxABJA BJB or BJC ?

Bjarne · Post by **Bjarne** » 12 Feb 2010 01:27

Yeah, thats the one, the ioctl thread exits with 5 (= Access Denied) .

The keyboard in my lab (which works) is an quite old one (original Alcatel logo) has 3AK...ABJB
I'll check with the problem devices and see if we can see any common cause.

Reinoud · Post by **Reinoud** » 12 Feb 2010 03:20

Hi All!

In the Netherlands we experience the same problem. I opened a service request at ALU. They suspect BIOS and electrostatic discharge:
"I suspect a hardware issue with the keyboards who have the serial number 3AKxxxxBJC. In my lab or on attendant site there are only keyboard 3AKxxxxBJA or 3AKxxxxBJB, I reversed one of mine with a customer and I expect feedback. These keyboards have perhaps a problem with electrostatic discharge. Please, could you check the earth ground, too?"

I have experienced the same problem with my keyboard (3AKxxxxBJB), but only on customer site...

Eliott · Post by **Eliott** » 12 Feb 2010 15:42

Yes. I have different keyboards on the sites.
Version B and C - and we have updated the BIOS on the PC's w/o success.
The PC types are also different Dell and HP7900
Hope we have a solution soon. The customers are not happy...
Electrostatic discharge is also no problem because the issue occurs also without physical contact to the PC.
We also use a cordless mouse...

Reinoud · Post by **Reinoud** » 12 Feb 2010 16:05

Eliott wrote:Yes. I have different keyboards on the sites.
Version B and C - and we have updated the BIOS on the PC's w/o success.
The PC types are also different Dell and HP7900
Hope we have a solution soon. The customers are not happy...
Electrostatic discharge is also no problem because the issue occurs also without physical contact to the PC.
We also use a cordless mouse...

I had the same problem, also with Dell and HP7900. There seems to be a BIOS fix with HP 7800.

The strange thing is that I have seen the problem with my own PC (Dell) and my own keyboard, but ONLY at customer site. I have the set up and running in my office for weeks without a problem now...

btw Alcatel-Lucent confirmed that the latest BIOS for HP7900 does not fix the problem...

So, to be continued I guess...