Laptop keyboard & mouse not working

matavai
matavai used Ask the Experts™
on
The keyboard & mousepad on my HP laptop have stopped working.  If I plug in external devices they work fine, & if I use the diagnostics function the devices test fine (& I can use the built-in keyboard to access the Diagnostics function).  Its only when I get to Windows 10 that they stop working.  Previously I managed to boot into Safe Mode, uninstalled the devices through the Device Manager, shut down & then they came right with the newly installed drivers, but if I did a restart they'd go back to not working again.  I've looked at other laptops of the same model & they all have HID devices listed under Device Manager even when no external devices are plugged in, so any ideas why are these things causing me so much trouble on this laptop?
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I can use the built-in keyboard to access the Diagnostics function).  Its only when I get to Windows 10 that they stop working.

I would do an in-place Windows 10 Repair Install and Keep Everything. This will update drivers on the way by and should correct the issue

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

Windows 10 is running, so click on the Download button (not Upgrade Button, select Save.
Create a USB Windows Installation key and then run Setup on the USB Key.
This will launch the Repair and proceed normally.
Jackie Man IT Manager
Top Expert 2010

Commented:
You need to uninstall antivirus/ Internet security software and restart computer.

The hardware is ok but there are thIrd party apps which blocks the use of keyboard and mouse.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
If you do the Repair Install (good overall idea), uninstall the Antivirus first. Leave Windows Defender of course.
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matavaiIT Manager

Author

Commented:
Looks like I was premature posting.  I went to run the diagnostics again while waiting for replies & the laptop froze up every time I went into the mouse or keyboard diags.  So I called HP to log it as a hardware fault & they gave me the key combination to clear the capacitors & things seeeeeem to have come right.  I won't give it the all-clear just yet, but in the meantime, thanks for the Windows Repair instructions John, that's a really helpful link.
Rob HutchinsonTech Lead, Desktop Support

Commented:
I have an HP mini tower that I bought a couple years ago and just out of the blue the mouse and keyboard stopped working

I actually had to pay for support HP which is something normally I don't do but they said that they had a fix for it and there was some Windows update patch that actually killed the mouse and keyboard but they were able to help me find that patch from a command line and remove it and then I haven't had the problems since so it was a type of HP bug that their support people were aware of.
Rob HutchinsonTech Lead, Desktop Support

Commented:
it was probably the, " HP I need you to buy support" virus
Rob HutchinsonTech Lead, Desktop Support

Commented:
really did not want to spend money on that just to get it fixed, but I definitely didn't want to redo my whole computer at that time so I bit the bullet and just gave them the support contract money cuz I didn't want to have to redo everything
Rob HutchinsonTech Lead, Desktop Support

Commented:
here's a link to the all-in-one with that problem.

 mine was not an all-in-one but because of these the all-in-one and one mini tower have that problem there's a chance that your laptop also had the same problem

https://answers.microsoft.com/en-us/windows/forum/windows_10-update/latest-windows-10-update-kills-logitech-mouse-and/f5b6a1fd-f58c-4683-94e5-6b11a8f70262

sorry for the lack of punctuation but I'm using voice to text and I'm being lazy
matavaiIT Manager

Author

Commented:
I hope its not a Windows update issue because I have several of these models & they all get their updates around the same time.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
It is not likely Windows Update (just one of several like machines). You might try updating BIOS and Chipset drivers
Rob HutchinsonTech Lead, Desktop Support

Commented:
will check that link the article mentions a specific KB that is responsible and shows how to remove it

KB4074588
Top Expert 2013

Commented:
>>  they gave me the key combination to clear the capacitors  <<  can you tell us what you di? what command or fix?
matavaiIT Manager

Author

Commented:
For the HP Elitebook its apparently holding the power button & the mute button down together for 20 seconds.  Instant fix.  Well, I'll check shortly whether everything is still running smoothly.
Top Expert 2013

Commented:
oh yes - that's the same for all laptops; sorry, i thought of some bios code....
IT Manager
Commented:
Looks like clearing the capacitors has fixed the problem.  I'd love to know why they suddenly decided something was wrong, but at least it was a quick & easy fix.

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