Strange keyboard and mouse issue on Dell 3020

I have a dell OptiPlex 3020 windows 10 64 bit latest updates.  I have an issue with the keyboard and mouse.  It's not working.  I'm not on site just remote (and I can't be on-site user in a different state), so I had the user try to get into the bios first and that's not working either.  I upgraded to the latest bios but that has not effect either.  Then I updated all the drivers I could fine and still nothing.  The machine has no backup or system restore set.  I actually just set that up yesterday. The strangest thing is I can remote in via vpn and rdp and I have keyboard and mouse, however the user can't use it on the local machine.  I tried to uninstall the keyboard and mouse like 10 times already but it still comes back with yellow !  Any ideas?
WellingtonISAsked:
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JohnBusiness Consultant (Owner)Commented:
The strangest thing is I can remote in via vpn and rdp and I have keyboard and mouse, however the user can't use it on the local machine.

Thanks for a complete explanation. At this point, you need to make a new, test Windows User Profile (Account) for the user. Then ask the user to log in as the new, test user. At this point, keyboard and mouse should return to normal. Assuming so, you need to replace the user's profile on the Windows computer.
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WellingtonISAuthor Commented:
Well the only problem with that is you can't hit Ctrl Alt Del on the keyboard to change user.  Keyboard isn't working...
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JohnBusiness Consultant (Owner)Commented:
If the issue continues with another user, try the following 2 approaches.

1. DISM:  Open cmd.exe with Run as Administrator. Then run:

dism.exe /online /cleanup-image /restorehealth

2. If that fails, run Windows 10 Repair Install and Keep Everything.

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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WellingtonISAuthor Commented:
So basically remotely I have to try to repair windows?
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JohnBusiness Consultant (Owner)Commented:
If you can, yes, or walk someone there through the steps
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WellingtonISAuthor Commented:
OK that will take a few days but thanks..
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Radhakrishnan RSenior Technical LeadCommented:
Hi,

Did you tried ctrl+alt+Insert instead of ctrl+alt+del ?. If you could bring the command prompt, have tried OnScreen keyboard? (osk.exe) from the command prompt?
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arnoldCommented:
At login, ease access allows you to bring up the mentioned on screen keyboard.

Have alternate USB ports tried, I.e. The USB ports either through bios or within Windows to which keyboard/mouse are plugged in got disabled.
Wired or wireless keyboard/mouse if wireless, use wired if they can get their hands.

On the keyboard, does it have nun lock, cap lock indicator, does the system reflect the change I.e. Hit cap locks, and the keyboard's cap lock led lights up and turns off.....

Do the keyboard, mouse work on another system?
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WellingtonISAuthor Commented:
ok nothing wrong with keyboard and mouse that was my first thought, we tried switching keyboards and mice and still the same problem.  Tried moving it to different ports and the same things.  In addition I tried removing all the USB ports from device manager and tried to reinstall them and still nothing.

I'm not sure what running on screen keyboard will do for that user since user can't use the mouse and it's not a touch screen.
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arnoldCommented:
When you are remoted in, properties of the various USB, do they reflect a current no matter how small when you plug in any USB device?

Does sound like the 5V power might be blown if only USB is not functioning.
He 3020 if not mistaken, has a split/ps2 port if such a keyboard is available it might be worth while to test if a ps/2 keyboard works when plugged while the system is booting.
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WellingtonISAuthor Commented:
Is 5V power a module on the mother board?  Or something else?
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JohnBusiness Consultant (Owner)Commented:
Most computers provide =/- 5 Volt supplies and a 12 Volt supply
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WellingtonISAuthor Commented:
so this is part of the power supply?  I wonder if I replace the power supply if that will do the trick?
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JohnBusiness Consultant (Owner)Commented:
Possible but you may wish to contact Dell Support first before spending money.
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WellingtonISAuthor Commented:
Problem is the darn machine is out of warranty
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arnoldCommented:
if the person has a USB stick that has a light when it is connected, and use it to confirm whether the USB provides power.
The other if the keyboard LEDs or the mouse can shed light on whether the ports are powered.

it could be power, it could be something else is connected to the USB port (peripheral/usb charges that makes the system think it has a short, and it shuts it off)

Make sure only the keyboard and mouse are the only things connected to the USB and reboot the system.

MB has a detection on the USB and if excessive drain, it shuts off the port during bootup, the message on the screen might indicate that, but might be hidden behind the splash screen.
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WellingtonISAuthor Commented:
OK maybe it blew.  Will check it out.
Thx
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RaminTechnical AdvisorCommented:
Remove Update KB4074588,  reboot the PC and test.
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WellingtonISAuthor Commented:
Ok will try
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lwlopezzCommented:
FIXED FIXED FIXED FIXED FIXED FIXED FIXED FIXED FIXED FIXED

Reboot 1st before trying these methods. Some methods may have to be performed remotely because your friggin USB ports aren't working. Method 4 is the method for when nothing else can be done.

Method 1:
Windows Key + R
appwiz.cpl
View installed updates
Look for update KB4074588 (OS Build 16299.248)
Right Click it. Uninstall it. DO NOT REBOOT YET.
Windows Key + R
ms-settings:
Click OK
Click Windows Update
Scroll way down to the bottom
There are possibly 3 options
Change them all to the max number of days
365 days for top option
30 days for security updates option
Pause updates (slider bar to turn it on)
Reboot

Method 2: (if Method 1 does not work)
Windows Key + R
rstrui
Click OK
Restore to a date before the Windows Update
Windows Key + R
ms-settings:
Click OK
Click Windows Update
Scroll way down to the bottom
There are possibly 3 options
Change them all to the max number of days
365 days for top option
30 days for security updates option
Pause updates (slider bar to turn it on)
Reboot

Method 3: (if Method 1 or 2 doesn't appeal or work)
Windows Key
cmd  (just type cmd without thinking and the following will happen)
Command Prompt will become visible (Right Click it and choose Run As Administrator)
dism /online /remove-package /packagename:Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.248.1.17
Press Enter (Return)
It will ask you to reboot ANSWER NO for now.
Windows Key + R
ms-settings:
Click OK
Click Windows Update
Scroll way down to the bottom
There are possibly 3 options
Change them all to the max number of days
365 days for top option
30 days for security updates option
Pause updates (slider bar to turn it on)
Reboot

Method 4: (last resort if all heck breaks loose)
Crash the computer a few times on purpose
Get to the Windows Automatic Repair screen
Advanced options
Command Prompt
dism /online /remove-package /packagename:Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.248.1.17
Press Enter (Return)
It will ask you to reboot ANSWER Yes
After reboot, you may have to remove the update again using Method 1

This is almost the same fix for INACCESSIBLE BOOT DEVICE from another package name Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.214.1.17 as well and January issues from another package Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.192.1.9 Use these using Method 4 and substitute these package names for the one listed in Method 4.

There have been an instance that repeats the issue another user had called STOP 0xc000021a where a system restore caused this issue. I think that was caused by running a system restore PRIOR to a completion of a successful patch update. That's why the reboot first option is best.

None of this is recommended by Microsoft for Security purposes
All of it is recommended by MILE Technologies (us) for functionality and business continuity.

-miletx.com
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WellingtonISAuthor Commented:
OK what a mess.  This is with the 1079 update.  Uninstalling KB4074588 did work however, then I had to do this:
Boot Windows 10
Go to Repair
Go to Tools/Options to get a command prompt.
Confirm the drive letter for the Windows image. Usually D: –> dir d:
Run the following to view the installed packages which will also show a date of install.
Dism /Image:D:\ /Get-Packages
Find the package(s) that were just installed by date. Run the following command on the last installed package:
example: dism.exe /image:d:\ /remove-package /packagename:Package_for_KB4014329~31bf3856ad364e35~amd64~~10.0.1.0
Reboot.
The patch that caused my issue was from 1/6/18 or 1/10/18     Remove the latest windows update entry with Rollup Fix in it's name.  Once complete, close command prompt, turn off computer.  Power back up.  You should be back into WIN10.
If you still receive BSOD, rinse and repeat with the next latest update, try it again.  You'll eventually boot right back into WIN10.

I just want to say thank  you to both of  you.  Also, one of the PC's will not map a drive so my next thing is to delete that profile.  Microsoft is a bit irresponsible with this updates.  I've shut down the updates for now by disabling the service for windows update.  Please share this with anyone who is having this issue.

In addition I found this
https://www.askwoody.com/2018/report-of-the-win10-1709-cumulative-update-kb-4074588-disabling-usb-devices/

I don't know what other issues I'll have but I'll open  another question if I do. thanks again
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WellingtonISAuthor Commented:
Please see my last comments for what I actually had to do to resolved this.
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