WellingtonIS
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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?
ASKER
Well the only problem with that is you can't hit Ctrl Alt Del on the keyboard to change user. Keyboard isn't working...
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.
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.
ASKER
So basically remotely I have to try to repair windows?
If you can, yes, or walk someone there through the steps
ASKER
OK that will take a few days but thanks..
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?
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?
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?
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?
ASKER
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.
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.
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.
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.
ASKER
Is 5V power a module on the mother board? Or something else?
Most computers provide =/- 5 Volt supplies and a 12 Volt supply
ASKER
so this is part of the power supply? I wonder if I replace the power supply if that will do the trick?
Possible but you may wish to contact Dell Support first before spending money.
ASKER
Problem is the darn machine is out of warranty
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.
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.
ASKER
OK maybe it blew. Will check it out.
Thx
Thx
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ASKER
Ok will try
ASKER CERTIFIED SOLUTION
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ASKER
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_K
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
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_K
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
ASKER
Please see my last comments for what I actually had to do to resolved this.
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.