USB keyboard stops working when Windows 7 starts
Posted on 2013-01-24
This is an Acer AIO running Windows 7 Home Premium. All was fine until trying to update Kaspersky Internet Security... which would not activate. Client found a support number on Kaspersky's website, called it and after the answering party took control of the computer, the client was informed that the system and their entire network was virused and that they'd need to pay $199.00 to clean it up. At that point they stopped the person, asked them to disconnect and brought it to me.
I booted from a Kaspersky scan CD, updated definitions and performed a full scan (nothing found). I attempted to uninstall KIS but it hung and failed to complete. After the restart, I wanted to run Kaspersky's Software Removal Tool and needed to input a CAPTCHA code. It was at this point that I noted that I had no keyboard access. As I think about it, all actions prior to this point, within the client's Windows environment, had been by mouse control only... so it is possible that keyboard access had been unavailable from the start. [It should be noted that all tested keyboards work when booting from other environments or upon startup. Loss seems to occur upon transferring control to Windows.] After using the removal tool (which could be completed through use of the built-in touchscreen), I attempted to install KIS 2013. There were problems again (though I don't remember exactly what they were) so I again used the Removal Tool.
At this point I performed a complete image backup of all partitions on the hard drive before proceeding to determine if there was any indication of virus infection. I ran ComboFix and Malwarebytes and found no indication of any virus activity.
Attempts to do a system restore fails to complete. Hardware diagnostics on the system give no indication of problems. SFC /SCANNOW completes without concern. In Device Manager, I can see the HID Keyboard Device and USB Composite Device being added when I plug in a wired USB Keyboard. Yet still, any keyboard (other than touchscreen) fails to respond.
I would appreciate any help that might guide me towards the return of proper keyboard access.