Jumping Cursor

Hello i am working on a laptop with windows 7. The owner told me that after she installed some Microsoft Updates every time she try to type and email in AOL the pointer( the cursor) jumps all over the screen.

I found 398 viruses in that laptop and removed them . i did a throughout clean up and install all the remaining updates. I also protected that laptop with a Norton antivirus. the issue persist.

She is using an external USB wireless mouse. The problem persist even when she uses the mouse pad in the laptop.

Before she installed the updates she said it was working great. one more piece of info. she is not using AOL desktop. she just use the link. She open any browser she goes to AOL and she logs in.

Any idea what I should look next to avoid this jumping cursor ?

Thank you,
ItaliabellaAsked:
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nobusCommented:
disable touchpad, and disconnect wireless mouse
now test with usb wired mouse + keyboard
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Hello ThereSystem AdministratorCommented:
First, update drivers for mouse and touchpad.
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JohnBusiness Consultant (Owner)Commented:
I found 398 viruses in that laptop and removed them

Unfortunately, the only practical cleanup from this kind of infestation is to back up, format and reinstall Windows.

Explain to your client that she should be much more careful and no amount of protection will thoroughly protect against using dodgy websites.

You can try two things:.

1. In place Windows 7 Repair Install

http://www.sevenforums.com/tutorials/3413-repair-install.html

2. Make a new, test Windows User Profile (Account). Log into the new Windows Account and see if jumpy behavior continues.

It is really unlikely this issue is caused by Windows Updates.
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Hello ThereSystem AdministratorCommented:
Before reinstalling...
1. If possible, disconnect from the Internet.
2. Enter the Safe Mode and run Disc Cleanup or anything that deletes all your temp files.
3. Still in Safe Mode... run all necessary scans. Deep scans! Multiple times.
Some free tools: Kaspersky TDSSKiller for removing rootkits, Malwarebytes and HitmanPro for removing malware, AdwCleaner for removing adware.
4. Try to remove all 'unknown publisher' apps as well as recently downloaded files.
5. If this doesn't help, try to go back in time using System Restore.
6. If nothing helps, you should consider reinstalling your OS.
Good luck!
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RaminTechnical AdvisorCommented:
Disable Touch screen (if exist) and mouse and check if it helps.

c03340360.jpg
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ItaliabellaAuthor Commented:
This is a very odd situation, tomorrow I will have the laptop with me and I will try everything yij said and I will give you an update. In the meanwhile thank you...
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ItaliabellaAuthor Commented:
Hello there, how do I update the wireless mouse drivers ? Usually the drivers are inside the receiver, where am I gojng to find the updated driver for that mouse ? In the website of the company that produce that mouse ?

I disable the mouse track in the bios correct ?
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Hello ThereSystem AdministratorCommented:
You should be able to disable touchpad and mouse in Device Manager... Right click on it -> Disable.

*Open Device Manager -> Mice and other devices -> select your mouse ->properties -> Details tab -> switch to HW's ID and post it here...
I will point you to the correct driver.
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nobusCommented:
hey Bella - or should it be Italia? how about my suggestion ?
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ItaliabellaAuthor Commented:
Hey nobus,

How are you? Either bella or italia it's always me. :)

So I met with the lady and when she logs in her aol and she types an email after 2 or 3 minutes of typing the cursor jumps  from the body email to the search box or it  jumps somewhere else.

I tried to connect an external new mouse and keyboard and the problem seems much better. I did 4 5 Tests and the one successful is the one in which I used external mouse and keyboard.

What does it tell us? Please help me to understand this. The Microsoft updates she installled have messed up her keyboard and mouse. At this point I think the problem is the keyboard not the mouse.

How can I know if it's a keyboard hardware or software

Tonight I am going to try to reinstall the drivers amd see if that fix the problems of not I will try to do a restore back in time...

Please give me your thoughts about this ...

Thank you,
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JohnBusiness Consultant (Owner)Commented:
You can try new drivers, but some mouse devices are more sensitive than others, so maybe just change the mouse / keyboard.
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ItaliabellaAuthor Commented:
Nobus she is already using a wired mouse.
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ItaliabellaAuthor Commented:
John this is what I thought too, this is why I plugged in an external set of mouse and keyboard.

Also to me this is a  very old laptop. She keep saying 2 years old, but 2 years old she bought it used. If I post the model and series and serial can someone help me to determine the age of this laptop please
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ItaliabellaAuthor Commented:
Hello There,

from device manager i can't disable the keyboard or the mousepad. I can uninstall them if i want, which is not really what i want correct ? because then i don't know how to install them back.
by the way i tried to update the drivers and it says that dell Touchpad and keyboard already have the best drivers.
I followed your instructions but i got stuck when you say " switch to HW's ID and post it here..."

wait may be i found it for the Dell TouchPad ..you want the Hardware ID correct ? I am attaching the pics

OK, let me know what you think...

Also, guys system restore is useless. the only system restore point i found is January 21 and she told me that the problem happened after she run the Microsoft updates around January 5th....
keyboard.jpg
Mouse.jpg
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JohnBusiness Consultant (Owner)Commented:
The Microsoft updates she installed have messed up her keyboard and mouse.

Remove any external keyboard and mouse. Run Windows Updates.

Now get the Dell Driver for the touchpad and see if there is a keyboard driver. Maybe not because keyboards are built in and normally do not have drivers.

Update what you can. Restart. Does the keyboard work y/n?   Does the touchpad work y/n.

It is possible there is a hardware issue with the keyboard which holds the touchpad.
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ItaliabellaAuthor Commented:
Yes john i agree with you. I have already removed any external keyboard and mouse. I run windows updates but no extra updates were founD. As I said earlier the system. Has already the best drivers it says. So I guess that my next step will be going on line and find whatever drivers dell post for this latitude correct ?
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JohnBusiness Consultant (Owner)Commented:
Yes and then if that does not work, there may be a hardware issue.
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ItaliabellaAuthor Commented:
Agree. I am going to try that next and share if it works or not
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ItaliabellaAuthor Commented:
can someone help me to figured out how old is this Latitude E6410 service tag: 30S33Q1
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ItaliabellaAuthor Commented:
Dell Latitude
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ItaliabellaAuthor Commented:
John i went to the Dell website I typed the service tag and there are no drivers for windows 10 ? this laptop originally had Windows 7 now it has been upgraded to windows 10.

So if on the web i have only the windows 7 drivers but the laptop runs windows 10 what am I going to do :) ?
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nobusCommented:
>>  from device manager i can't disable the keyboard or the mousepad.   <<  some have a Fn key to disable it, or toggle it off/on by tapping
latitude is not the model - more info needed : what does the service tag tell you about the model ?
did you -  when testing external keyb+mouse - first remove the wireless ones -  ?
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RaminTechnical AdvisorCommented:
So if on the web i have only the windows 7 drivers but the laptop runs windows 10 what am I going to do :) ?

You have to stick to Windows 7.  the best Option is to buy a new laptop which can support windows 10.

Also type your service tag and select warranty:

1.png
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Hello ThereSystem AdministratorCommented:
I am a bit confused... Are we talking about Win 7 or Win 10?
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Hello ThereSystem AdministratorCommented:
I suggest you to download Driver Pack Solution and let it find drivers... Do not install all, just those for touchpad and mouse.
Can you please confirm that your issue isn't happening while you use different mouse?
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nobusCommented:
you can also test if the problem hapopens when booted from a live cd
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JohnBusiness Consultant (Owner)Commented:
So if on the web i have only the windows 7 drivers but the laptop runs windows 10

I thought this was a Windows 7 machine as well.

Windows 7 does not make a good base for upgrading to Windows 10.  Now that it is Windows 10, you should try a non-destructive Windows 10 Repair Install (Keep Everything).  See if this replaces the required drivers from the Windows Catalogue.

Go to the Media Creation Link

https://www.microsoft.com/en-us/software-download/windows10

Windows 10 is running, so click on the Download button (not Upgrade Button, select Open (Run) but NOT Save. Allow the program to run. Allow drivers to update. Then select Keep Everything.
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ItaliabellaAuthor Commented:
hello Everyone,

i think i missed a very important piece of information and i apologize for it. yes, this laptop has been upgraded by someone to win 10.

I tried the system restore but there is not restore point created before the issue happened.

I tried to plug in an external mouse and keyboard and it seems to work better but i really tested only a few minutes. she needs to buy her own set and test it and see it this will solve the problem if not i agree with you guys it may be time to upgrade her old laptop or reinstall the OS from the scratch.

I will talk to her tomorrow and update everyone,

for now thank you everyone for your quick and very informative suggestions...
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JohnBusiness Consultant (Owner)Commented:
1. If the laptop is very old, yes, replace it.
2. Try the Repair Install first to see if it works before spending time on a reinstall.
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ItaliabellaAuthor Commented:
Thank you John....i will
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nobusCommented:
Ramon - how do you know it's a E6410 model ?
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RaminTechnical AdvisorCommented:
I used the service tag that he posted above.
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RaminTechnical AdvisorCommented:
This Post #a42452417
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ItaliabellaAuthor Commented:
Hello everyone,

So I disabled the touchpad and gave her new wired mouse. I  tried everything recommandés by everyone. I am waiting for some feedback now. If she is still complaining i will format the laptop.

For now thank you so much to everyone for your amazing fast help.

I am opening a new question: if someone can answer :

The question is how can I password protect a pdf document.....
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JohnBusiness Consultant (Owner)Commented:
Thanks. It is easy to protect a PDF file.

https://helpx.adobe.com/acrobat/using/securing-pdfs-passwords.html
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