USB Ports issue - Windows 7 x64 / Kaspersky

Hi

I have a user running Windows 7 x64 and they were running Kaspersky Endpoint Security 8 but yesterday morning I tried to remotely deploy Kaspersky Endpoint Security 10.1.0.867 which failed.

This morning (after shutting down the pc yesterday and firing it up this morning) the keyboard and mouse do not work. PC is less than 12 months old - Dell Precision T3600

When turning the PC on, they flash to indicate they are being seen by the PC at Bios, this is ok (and I've even replaced the kb and mouse and tried different usb ports) but after the Microsoft flash screen before logon the light goes off on the keyboard and mouse and no operation of them is possible at all.

These are both wired so not a battery issue.

I cannot use safe mode either because again, the keyboard and mouse stop working at the logon screen.

I now can't see the machine on the network either to remotely uninstall / retry the install of Kaspersky either. (Which I think might be the issue).

Does anyone have a solution for this please which I would gratefully receive!

Many thanks
Steve
steve_yorkAsked:
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Hardware_GuyCommented:
I am saying this off the top of my head, but im thinking that system does actually have MS/KB PS2 ports on the motherboard. Its unlikely this happened but if somehow someone broke into BIOS and disabled USB keyboard and USB mouse support. If you dont have any ps2 kb's around anywhere try using the clear cmos jumper or even just pull the battery for a few minutes and see if that changes anything.
I know this is a stupid response but I cant tell you how many times things like this happen and are overlooked because the answer is so simple.
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steve_yorkAuthor Commented:
Thanks for your response Hardware_Guy

I appreciate any thoughts at this point as silly or technical as they may be!

I can confirm that the ports both on front and back of the machine are enabled in the BIOS. Unfortunately we don't have any ps2 keyboards or mice lying around because it was easier to just get everyone on usb. Though I might go out and find one from somewhere to test if I can.

I'll try the battery option as I've not done that and it's worth a shot I guess.

Will post back results.

Steve
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Sudeep SharmaTechnical DesignerCommented:
Can you connect to the system remotely using RDP?

You need to check the UpperFilters and LowerFilters of the system specially for Keyboard and Mouse.

reg query HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e96f-e325-11ce-bfc1-08002be10318} /v UpperFilters > %temp%/filters.txt

reg query HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e96b-e325-11ce-bfc1-08002be10318} /v UpperFilters >> %temp%/filters.txt && %temp%/filters.txt

Open in new window


Copy the above text to a files, name it to anything you like and save it with .bat extension.

Execute the .bat files you have just created with "Elevated Privileges". It would open a text files. Paste the content of that file here.

Or if you are not able to run anything or can't connect via RDP then download the pstools from Microsoft.
http://download.sysinternals.com/files/PSTools.zip

Run psexec \\IP-Address-of-the-system cmd.exe

Then from command prompt run the following:
reg query HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e96f-e325-11ce-bfc1-08002be10318} /v UpperFilters

Paste the output here, then run the other command
reg query HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4d36e96b-e325-11ce-bfc1-08002be10318} /v UpperFilters

Paste the output of this command as well.

Thanks,
Sudeep
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steve_yorkAuthor Commented:
Hi Sudeep,

Thank you for your input.

I can't RDP to the machine and so I have tried to execute cmd.exe via the PSExec instructions you gave.

However,

Couldn't access "IP"
The network path was not found

The above is what I get :(

This happens for computer name or IP and I also cannot ping the computers IP or computer name - things just get worse. - it's definitely got a network connection.

Also, the battery idea didn't work either from earlier post :(

Steve
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Thomas GrassiSystems AdministratorCommented:
Steve

Since you can get into the BIOS then the KB is working

Sounds like your OS is corrupted.

Can you put the Windows 7 DVD in the computer and boot from it?

Try to do a system recovery first if that does not work then a fresh install is in order.

IF you have another hard drive around then you can install a fresh windows 7 on it then  copy any data from the original hard drive.
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steve_yorkAuthor Commented:
System restore worked a treat, initially the OS didn't show but thankfully a download of the hard drive drivers from Dell showed the installation of Windows.

Thanks to all that helped on this. Much appreciated.

Steve
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