No mouse or keyboard functionality after Fresh Start Windows 10 Home restored on Dell XP830. Now what?

David Smithstein
David Smithstein used Ask the Experts™
on
I tried to help my dad get his computer working after his keyboard started having the control key act like it was stuck after a few key strokes.  Eliminated the hardware as the issue and tried all manner of options including uninstalling and reinstalling drivers, and going back to a January restore point.  Decided to opt for the Fresh Start option in Windows 10 Home and now it boots up with zero keyboard or mouse functionality.

I tried to use Dell's service tag and remote support scanning capability, but even with the latest version of their support too installed, nothing happened.  I also confirmed he was on the latest available version of the bios.

I believe this is an older computer that originally had Windows 7 installed and has an AMD processor.  Just looking for some advice on the best next steps that might not result in total data loss, as he probably has some stuff on that computer he wants to keep.
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IT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018
Commented:
Hi David,

I've seen this occur a few times when looking at computers, and not always after a reinstall of the OS. A couple of things to try that have worked for me in the past.

  • Disconnect any other USB devices from the machine.

  • Remove both the Keyboard and Mouse, leave them out for at least 10 seconds and then try plugging into another USB port. Try all the USB ports you have and alternate which one the mouse/keyboard is plugged into  - one of them may come to life, thus giving you the means to update drivers and/or perform other troubleshooting steps. Note: Wait at least 60-90 seconds to give time for the keyboard and/or mouse to come to life - I've personally seen it take that long on some machines I've repaired.

  • Try a different Keyboard and Mouse - preferably a different brand to what you're currently using. For example, if it's a Dell keyboard and mouse, try Microsoft or HP or any other brand of mouse and keyboard instead.

  • If neither of the above works, when you power down the machine, disconnect it from the power outlet, leave it disconnected for a good 20 seconds or so and then reconnect the power and try again. That allows all power to drain from the mainboard. This too has worked for me in the past. If it's a laptop, shut it down and remove the battery for the same amount of time. Also, if it is a laptop, try plugging in an external USB Keyboard and/or Mouse

In so far as protecting your father's data, before doing anything else, create an image of the data currently on the machine. You can do this for free using something like Macrium Reflect Free. Install this to another PC and create a bootable DVD or USB to boot the problematic machine with. If the problem is with Windows and not the machine, you should have keyboard and mouse functionality when booting with the created bootable media.

Alternatively, use a Live Linux Bootable CD and copy his data from the hard drive that way.

If it turns out to be a computer problem and you can't get both Keyboard or Mouse working even when Windows hasn't booted (Ie: can't even enter BIOS/UEFI) then remove the hard drive and use something like a Hard Disk Caddy to copy his data to another machine. Note: I'm not recommending that particular seller - link included just to show you what I mean by Caddy. They are relatively cheap and available all over the place, including Office Stationery stores.  

Alternatively, install the drive into another machine as a slave and access the data that way.

Finally, you may find the following information helpful as well: https://answers.microsoft.com/en-us/windows/forum/windows_10-desktop/after-a-windows-10-reset-mouse-keyboard-not/165d2a1c-a4a5-413c-a6fd-48dcc366a377

Good luck and let me know if you have any questions or require any clarification.

Regards, Andrew
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
I believe this is an older computer that originally had Windows 7 installed and has an AMD processor.  Just looking for some advice on the best next steps that might not result in total data loss,

Upgrading old Windows 7 machines to Windows 10 has often resulted in failure (personal experience here).

Remove the drive, put in a carrier, move to a working machine and recover / save your data. This normally works just fine.

Now try a fresh install of Windows 10.  

Make a USB Key from the Media Creation Link.

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

You need to make a bootable key so you start from that to regain control of the keyboard and mouse.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Here is a decent article on creating a bootable USB key starting with the Media Creation Link

https://www.groovypost.com/howto/create-windows-10-bootable-usb-flash-drive/
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Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018
Commented:
Here's an article that I wrote on creating a bootable USB and that is hosted on Experts Exchange.

Distinguished Expert 2017
Commented:
First thing you shoukd check whether the USB ports are receiving power, you can use your phone to see whether the USB ports are energized.

During the bootup process, see whether pressing the keys F1/F2 F12 generates a response, indicating the keyboard USB, functions.

Pull the keyboard USB, reinsert. The USB enumeration shoukd ......

Source of the OS install media.

Author

Commented:
Thanks everyone, exactly what I need to keep me in the fight.  Let me see if I can spread out the credit.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
You're very welcome David. Please do post again here if you require additional help.

Kind regards,

Andrew
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Thanks and good luck with the computer

Author

Commented:
So I created a bootable windows 10 USB flash drive.  (used a brand new drive, so I formatted and followed Andrews article)

I went into the bios and set the 1st boot option to USB Hard drive.

Now I'm at a command prompt X:\windows\system32>


The USB drive has a setup.exe file.  Is that what I should be running next?  The only problem is that both keyboards I have, one wireless and one wired, but both USB, using different USB ports, both act like the crtl key is down, so setup.exe has an extra character in-between all the letters if I try to type in the file to run.

now what?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I think the Setup.exe program is at the root of the USB hard drive. If there, that is what you should use.

Author

Commented:
I made it once to the set up screen, and Install was the next option.  I'm trying to boot from the USB so I can access existing files.  Will this still let me do that?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Can you back up your files?  I think if you proceed, you should get an option to keep everything because Windows 10 was running on the machine. But you may wish to ensure a backup first
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
Hi David,
The USB drive has a setup.exe file.  Is that what I should be running next?
Yes, you need to run Setup.exe

But hold on one moment - what is your purpose for running setup.exe? Whose instructions are you trying to follow?
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Commented:
I'm trying to boot from the USB so I can access existing files.  Will this still let me do that?

No. Using that bootable USB will not allow you to backup any files easily. The USB is for the purpose of reinstalling Windows 10.

In order to back up your files, please refer to my previous comment.

In so far as protecting your father's data, before doing anything else, create an image of the data currently on the machine. You can do this for free using something like Macrium Reflect Free. Install this to another PC and create a bootable DVD or USB to boot the problematic machine with. If the problem is with Windows and not the machine, you should have keyboard and mouse functionality when booting with the created bootable media.

Alternatively, use a Live Linux Bootable CD and copy his data from the hard drive that way.

If it turns out to be a computer problem and you can't get both Keyboard or Mouse working even when Windows hasn't booted (Ie: can't even enter BIOS/UEFI) then remove the hard drive and use something like a Hard Disk Caddy to copy his data to another machine. Note: I'm not recommending that particular seller - link included just to show you what I mean by Caddy. They are relatively cheap and available all over the place, including Office Stationery stores.  

Alternatively, install the drive into another machine as a slave and access the data that way.

Hope that's helpful.

Regards, Andrew

Author

Commented:
Windows moved the old OS that included his User file, so I was able to get mouse functionality and transfer his files to a flash drive.

Keyboard is still totally useless, so I'm suspecting hardware at this point and plan to let the technician at Office Depot crack it open and have a look.  Thanks again everyone!

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