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keyboard and mouse only work "outside" of the Windows 7 environment

GMartin
GMartin asked
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Hello Everyone,

           My boss and friend has a peculiar problem going on with his Compaq desktop computer running Windows 7.  As he described the problem to me this morning, the concerns are as follows:  When the computer boots up and makes its way to the window asking for a password to enter the Windows 7 desktop environment, the entire keyboard and mouse locks which prevents him from entering the password.  Of possible technical and troubleshooting interest, the keyboard and mouse work fine "outside" of Windows with the keyboard and mouse lighting up as to be expected when BIOS does it routine check.  He thinks the computer may have a bug or some sort of infection on it, but, he is not sure though.

               With the information given, I am interested in reviewing and trying out any troubleshooting suggestions which might be given.  If more information is needed to help resolve this issue, please feel free to let me know and I will report back with the requested information.  

                 Thanks so much in advance for any help given to this post.  I will look forward to hearing back from everyone.

                  George
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Commented:
Hello,

I understand that the keyboard and mouse light up during POST.  Are you able to get into the BIOS and navigate with the keyboard?  Are the keyboard and mouse hooked up as PS2 or USB?  Have you unplugged and replugged them in?
Is this a wireless keyboard and mouse? Try using another keyboard and mouse hardwire first. This is to isolate the problem more. Gives you a clue what to do next.

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Commented:
Hello Everyone,

            Thanks so much for the prompt feedback.  I apologize for my slight delay in getting back with the questions mentioned.  After seeing my friend this morning, he says the mouse and kb use a USB interface with the computer.  Also, he said he disconnected and connected the mouse and kb, but, they were still locking up at the password window.  He has not checked his BIOS yet though.  I have him instructions on the logistics of carrying that part out; he will be checking to see if the mouse and kb show up in the BIOS.  Also, he has not replaced the mouse and kb yet either.  

            At any rate, if there are more suggestions which come to mind, please feel free to post.  Just out of technical curiousity, if the mouse and kb do not show up within the BIOS, what sort of interpretations can be drawn from this?  Also, if they show up in the BIOS; still do not work, what interpretations can be drawn from this as well?  I also wonder if the USB port itself might possibly be the culprit to this problem as well.

             In closing, I look forward to reviewing any further insights shared to this post.   Thanks again for any further help given to this post.


              George
             
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Commented:
Hello again,

Depending on the age of the computer, the BIOS may not have a mouse driver so you would not see the mouse arrow.  But if you are able to navigate the BIOS with the keyboard, then that is an indication the keyboard and mouse are fine.

However, with them being USB devices, it is possible that the USB driver in windows has malfunctioned.  This can be remedied by uninstalling the USB drivers and have Windows redetect them.  First though, the keyboard and mouse need to be working.

Do you have a spare keyboard and mouse that connects to the PS/2 ports? (the purple and green round connectors in the back).  If so, power down the machine, plug those in and boot to windows.  If the login screen responds, then the it can be that USB port as you said or the USB driver.

Author

Commented:
Hi There,

             Thank you for your followup suggestions; we will certainly try out more things this weekend.  Incidentally, what are the procedures for uninstalling the USB drivers and having Windows redetect them?  I am assuming this is done through Device Manager, but, I am unsure.  

              George
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Commented:
Correct, under device manager, it will be under Universal Serial Bus controllers or System Devices.  Remove the hubs and controllers.  Once they are removed, click on your computer name at the top of the list, then click on the icon at the top that is "Scan for hardware changes".
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Commented:
Then restart the computer of course. :)

Author

Commented:
Hello Everyone,

             While the resolution of this problem is still in progress, I want to add some updates about it.  First, the kb and mouse are fully functional within the BIOS menu because of our ability to navigate around in there.  With this important point in mind, I am inclined to believe the mouse and kb are fine in addition to the USB ports.  And, since the kb and mouse stop working at the login window right before entering into the Windows 7 desktop, I am further inclined to believe the culprit or cause of the problem is "software" in nature as opposed to "hardware".   By the way, this desktop pc does not have any PS/2 ports on it, ony 4 USB ports (2 used by the kb and mouse with 2 free or unocuppied).

              As a solution to this problem, we are wanting to restore the entire Compaq computer back to its original factory default settings.  With this goal in mind, we do have some questions though.  Even though we see this as an option at bootup, will we still need the system restore cd or will everything needed for the restore process already be on a hidden partition of the HDD?  Also, if we do need the system restore cd, will the Windows 7.0 and the hardware drivers be restored as well?  Or, will we also need the Windows 7 installation DVD?

               Any feedback given to these questions will be greatly appreciated.

               Thank you

               George

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Commented:
Looks like you're at your last resort here mentioning rebuild. :)

As for recovery CDs and partition, you'll use either or.  Both are not needed at the same time, the CDs are meant for redundancy in case you lose the recovery partition or have to replace the HDD.

Lastly, the drivers will be restored since they are part of the factory settings.

Author

Commented:
Hi Everyone,

          After talking to my friend this morning, I am happy to say the problem is now fixed.  Over the weekend, he went ahead and restored the pc back to its original factory default settings.  He said the data already on the HDD was not a concern because he has not added much to it anyway.  When he restored the HDD back to its default settings or setup, he did not need any restore CD, Windows 7 on DVD, or any hardware drivers on cd either.  Everything was restored from a partition on the HDD.  

          As far as the cause, it is obvious to me the root of the problem was "software" in nature as opposed to "hardware" seeing that the KB and mouse did work just fine within the BIOS as proven by the ability to navigate around when in there.  Also. since the restore of the pc fixed the issue, I must conclude the USB drivers within Windows 7 were most likely corrupted for some unknown reason.

           Many thanks again for the feedback given to this post.

           George

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