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Error Code 19 - Mouse & Keyboard, Win7 Pro unuseable

Posted on 2013-06-05
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Last Modified: 2014-02-05
One of my customers has a Win7 Pro machine that has recently become physically untouchable. This is because both the mouse and keyboard hardware device configs are porked in the registry. The two interface devices are entirely unresponsive - even when booting in safe mode.

It is not a hardware issue, as no replacement mouse or keybd make a difference. Also, hitting F8 and starting a system repair will allow the existing mouse & keybd to work just fine while selecting a System Restore point. Speaking of which, I have picked one as far as 3 months ago - the results are still the same.

The only way I can access this machine is via RDP. Everything else looks good except for the Code 19s in the Device Manager.

Uninstalled the devices, scanned for new hardware, pointed to new drivers, etc - no dice.

After doing some Google searching, I tried looking for Upperfilters or Lowerfilters in the associated device GUIDs in the registry. They were not there.

My first though on this was malware - so I ran complete scans with Kaspersky, Malwarebytes and few other tools. They all came up clean.

Anyone seen something like this before?
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Question by:ziceman
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18 Comments
 
LVL 19

Expert Comment

by:strivoli
ID: 39224646
Does Key/Mouse work with Safe Mode?
You already tried to uninstall the devices. Instead of doing what you have done after uninstalling, I would have rebooted the system and let it find/select the appropriate drivers himself.
Did you consider SFC in order to check system files integrity?
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LVL 92

Expert Comment

by:nobus
ID: 39224732
what type are these mouse and keyboard?  wireless?
anyhow, if possible, check what drivers they are (from RDP) and disconnect the keyboard & mouse, then remove the drivers
reboot  without them - and see what happens
if they are USB devices, connect them now, and check if they are identified properly
post results
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Author Comment

by:ziceman
ID: 39227836
As I said in the submission, the devices do not work in Safe Mode.

I have uninstalled the devices and rebooted. Not detection notifications are given during startup, the but the devices are back in the Device Manager with the Code 19 Error.

I have physically removed the driver files referenced in the properties, but it must pull them out again from one of the cab files.

Rebooting without them just shows no keyboard or mouse in the Device Manager.

I have run sfc /scannow, and it did not fix the problem.
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LVL 14

Expert Comment

by:Rob Miners
ID: 39227913
Check the UpperFilters to ensure that kbdclass is correctly assigned as the Data source.

Navigate to HKLM\SYSTEM\CurrentControlSet\Control\Class\{4D36E96C-E325-11CE-BFC1-08002BE10318}
You should now see the key UpperFilters which should contain at least one entry kbdclass. If there are more entries there you should delete all but kbdclass.
It should be a Multi-String Value and look like this:

UpperFilters  REG_MULTI_SZ  kbdclass

Restart Windows to see if the problem has been fixed.
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Author Comment

by:ziceman
ID: 39228012
From my original post - "After doing some Google searching, I tried looking for Upperfilters or Lowerfilters in the associated device GUIDs in the registry. They were not there."

I assume you might have found the same link: http://pcsupport.about.com/od/driverssupport/ht/upperfilters-lowerfilters.htm

Near the bottom of that page it states:

      Note: If you don't see either registry values listed, this solution isn't for you.
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LVL 14

Expert Comment

by:Rob Miners
ID: 39228098
Sorry, I posted the wrong Key

Navigate to HKLM\SYSTEM\CurrentControlSet\Control\Class\{4D36E96B-E325-11CE-BFC1-08002BE10318}

It should be a Multi-String Value and look like this:

UpperFilters  REG_MULTI_SZ  kbdclass

If it's not there create the Key - in the right hand pane, right mouse click and select New Key, select Multi String Value, name it UpperFilters and press the Enter key twice. For it's value type in kbdclass

Restart Windows to see if the problem has been fixed.

If it's still not working follow the previous steps and rename kbdclass to ksthunk

Restart Windows to see if the problem has been fixed.

edit to add

You may have to change the settings in HKLM\SYSTEM\CurrentControlSet001\Control\Class\{4D36E96B-E325-11CE-BFC1-08002BE10318} as well.
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LVL 92

Expert Comment

by:nobus
ID: 39228165
can you answer my question?  what type are these mouse and keyboard?  wireless? usb..
and did you follow the process for uninstaling  i posted?
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Author Comment

by:ziceman
ID: 39229025
Apologies - it is Microsoft mouse and and keyboard. USB attached - not wireless.

Yes.I did follow the instructions. The problem still exists.
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LVL 92

Expert Comment

by:nobus
ID: 39229157
did you ever test them on another pc?  could be a weird problem

you can also try this fixit :  http://support.microsoft.com/mats/Program_Install_and_Uninstall
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Author Comment

by:ziceman
ID: 39229186
Yes. The mouse and keyboard do work on other machines. Also, devices other than mice and keyboard do work on this particular machine. Yes, it is a very weird problem indeed.

It is as if the registry setup two primary human interface devices have been targeted and damaged. This is why I was suspecting malware.


I will try the Fixit utility, but it seems to be associated application install/removal.
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LVL 92

Expert Comment

by:nobus
ID: 39229210
is there any MS install software for the mouse and keyboard? uninstall that with the fixit
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Author Comment

by:ziceman
ID: 39229308
I will definitely look for that when the fixit is run. But USB devices are typically not associated with Add/Remove programs.

Also, they do appear to get removed when uninstalled through the Device Manager. It is just that when they are added back, the relevant portion of the registry seems to be porked.
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LVL 92

Expert Comment

by:nobus
ID: 39229647
that is because the drivers are not removed (deleted) from th disk - and reinstall again
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Author Comment

by:ziceman
ID: 39229875
Actually, they are - I have gone location & names specified in the properties information for the device and physically deleted the driver files. It ends up pulling them out of the driver .cab repository and putting them back.

Since they are coming out of the .cab, and I have already run a sfc /scannow to replace all the files - it does not seem likely that the drivers are the problem. It must be a registry issue.
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LVL 92

Expert Comment

by:nobus
ID: 39231168
i won't argue; but it starts looking like a fresh install is the way to solve this
AFTER a backup!
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Accepted Solution

by:
ziceman earned 0 total points
ID: 39245403
The fix was to import the keyboard and mouse registry entries from a working PC based on the GUID keys associated with these devices.
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Author Closing Comment

by:ziceman
ID: 39255616
It was the only thing that fixed the problem.
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Expert Comment

by:jhurant
ID: 39837873
how do you actually find and import the mouse registry entries from a working PC?
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