Keyboard and mouse do not work after you install PcAnywhere

If you install Symantec pcAnywhere 10.0 on your Windows 2000 Server-based computer, you may experience the following issues:

• When you restart the server, the mouse and keyboard stop responding. You are unable to control the server from the local console.
  
  -and-
• When you remove the program remotely, the mouse and keyboard remain unresponsive.

NOTE: You may also experience this behavior when you install pcAnywhere 9.0.

This behavior can occur if the operation to install or remove the pcAnywhere program is damaged in such a way that a reference to aw_host remains in the Windows registry.

To resolve this issue, use one of the following methods as appropriate to your situation.

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.

Remotely Edit the Windows Registry

If you are able to access the Windows registry from a remote computer, follow these steps:

1. Click Start, click Run, type regedit in the Open box, and then click OK.
2. On the Registry menu, click Connect Network Registry.
3. In the Computer name box, type the name of the remote computer, and then click OK.
4. Navigate to the following registry subkey:
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E96B-E325-11CE-BFC1-08002BE10318}
5. On the Registry menu, click Export Registry File.
6. In the File name box, type Upperfilter key, and then click Save.
7. In the right pane of the Registry Editor window, double-click the UpperFilters value in the Data column.
8. On the Edit menu that appears, delete only aw_host. Ensure that kbdclass remains.
9. In the Confirm Value Delete dialog box, click Yes.
10. Quit Registry Editor.
11. Restart the remote computer.

Edit the Windows Registry from a Parallel Installation

If you are unable to remotely edit the Windows registry, you must install a new copy of Windows 2000 into a new folder and then edit the registry of the original Windows installation. To do this, follow these steps:

1. Install Windows 2000 to a different folder. For additional information about how to install Windows to a new folder, click the following article number to view the article in the Microsoft Knowledge Base:
   266465  (http://support.microsoft.com/kb/266465/ ) How to perform a parallel installation of Windows 2000 or Windows Server 2003
2. Log on to the new Windows installation.
3. Click Start, and then click Run.
4. In the Open box, type regedt32, and then click OK.
5. Select the HKEY_LOCAL_MACHINE on Local Machine window, and then click the following registry subkey:
   HKEY_LOCAL_MACHINE
6. On the Registry menu, click Load Hive.
7. Navigate to the System file in the original Windows 2000 installation location.
   
   By default, the System file is stored in the following location:
   %SystemRoot%\System32\Config
8. 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.
9. 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), browse to the following registry subkey:
   ControlSet001\Control\Class\{4D36E96B-E325-11CE-BFC1-08002BE10318}
10. In the right pane of the Registry Editor window, click the following value:
    UpperFilters: REG_MULTI_SZ: aw_hostkbdclass...
11. On the Edit menu that appears, delete only aw_host. Ensure that kbdclass remains.
12. In the warning message dialog box that appears, click Yes.
13. Double-click the minus sign (-) to collapse the HKEY_LOCAL_MACHINE registry subkey.
14. On the Registry menu, click Unload Hive. Click Yes to confirm the operation.
15. On the Registry menu, click Exit.
16. Restart the computer, and then select the original Windows 2000 installation on the Startup menu.

To obtain additional support information for pcAnywhere, browse to the following Symantec Web site: 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 are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.