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mallonyFlag for Switzerland

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HP Keyboard and Mouse not working

Hi

I have a Windows 7 Pro which had a problem with the keyboard and mouse. When I am about to log in it freezes. Keyboard and mouse do not work. I have try:

F8
  System Restore - It tries to restore but I got a message saying that it wasn't possible to restore and I have a few days to restore but it doesn't.
  Safe Mode - Freezes as well
  Command prompt - command SFC / Scannow
  Repair computer - with previous system restore
  Last well know configuration - it works around 1 minute  and then both keyboard and mouse freezes

I did plug and unplug the keyboard and mouse - did not work
Unplug the Power cable and leave for a while with connecting.
Run Sysetm Diagnotic from HP all passed
I have Sophos AV protection - I am not sure if I am protected

I am not sure what to do next. Can you please advise?

Best regards,
Mallony
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N8iveIT
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No promises but this sometimes will fix odd issues, especially USB issues ... If all else fails, take a look at https://support.microsoft.com/en-us/help/315539/device-manager-does-not-display-devices-that-are-not-connected (or https://docs.microsoft.com/en-us/windows-hardware/drivers/install/viewing-hidden-devices) and checking Device Manager again. I've seen where "hidden devices" cause issues; usually with disk / USB drives but have seen other conflicts as well. I've even fixed a server / RAID issue with it as well but you've got to be careful ... this is one of those "nice to know it exists" things when you have super-odd issues ...
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ASKER

I cannot even login. How can I check that?
Is it possible to:
1. Have you tried a different keyboard / mouse?
2. Open in any of the Safe Modes (or do you lose the keyboard and mouse also)?
3. Remote Desktop to it?
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ASKER

1. I might try with a different keyboard and mouse
2. Open in a safe mode - freezes the keyboard and mouse as well
3. Remote desktop - I dont have that set up. Even though, it freezes after I login with Last well know configuration and then in 20 seconds or less it freezes all.
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fred hakim
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Only other "out of the box" item to try ... does it have bluetooth or *any* other method to connect a keyboard / mouse, even if it is something serial?
I think there may be a different problem in play here and some experts are getting caught up on this... It is not the HP keyboard and mouse. The system is hanging at a particular point unrelated to the devices that are connected. The way to know that is just unplug them. You don't have to plug something else in their place. Then see if the system will boot. If I am correct in the above, you will still have the same problem, meaning the problem has nothing to do with the keyboard and/or mouse.

If the above works, then plug your keyboard and mouse in again and see if it works from there. At least you will have control for troubleshooting... Otherwise proceed with trying a different keyboard/mouse.
Mallony - Brian B has a good point but will it be visibly possible to know if it hangs without a keyboard and mouse attached?
After you've tried everything above, rip your computer apart and re-seat the standoffs under your motherboard. If it's still freezing, time to reinstall windows or try another drive.
did you try the kbd and mouse on another usb port?
test if it works when booted from a live cd- or usb stick

another thing to try is checking the disk with the manufacturer's disk diag - eg WD for WD drive, seagate for  seagate
 in your case, i would make a bootable cd or usb drive - and run it from there; i recommend UBCD for this :

Hardware diagnostic CD    UBCD
---------------------------------------------------
go to the download page, scroll down to the mirror section, and  click on a mirror to start the download
Download the UBCD and make the cd   <<==on a WORKING PC, and boot the problem PC from it
Here 2 links, one to the general site, and a direct link to the download

since the downloaded file is an ISO file, eg ubcd527.iso - so you need to use an ISO burning tool
if you don't have that software, install cdburnerXP : http://cdburnerxp.se/

If you want also the Ram tested - run memtest86+ at least 1 full pass,  - you should have NO errors!
direct download :  http://www.memtest.org/
 
For disk Diagnostics run the disk diag for your disk brand (eg seagate diag for seagate drive)  from the HDD section -  long or advanced diag !  (runs at least for30 minutes)

http://www.ultimatebootcd.com/      

**  you can make a bootable cd - or bootable usb stick
*** note *** for SSD drives  use the tool from the manufacturer, like intel 's toolbox :
https://downloadcenter.intel.com/download/18455/Intel-Solid-State-Drive-Toolbox

for completeness -here's how i handle disk problems : https://www.experts-exchange.com/Storage/Hard_Drives/A_3000-The-bad-hard-disk-problem.html

==>>****in order to be able to  boot from CD or usb - you may have to disable secure boot in the bios
Command prompt - command SFC / Scannow
So it work on the prompt before it boots in Windows
Seems like your USB ports don't work when Windows loads
Try "disable driver signature enforcement" and see it works.
did you tets if the keyboard works before login ?  eg in BIOS ?
F8
  System Restore - It tries to restore but I got a message saying that it wasn't possible to restore and I have a few days to restore but it doesn't.
  Safe Mode - Freezes as well
  Command prompt - command SFC / Scannow
  Repair computer - with previous system restore
  Last well know configuration - it works around 1 minute  and then both keyboard and mouse freezes

It works.
What I meant was get as far as you can without the keyboard plugged in. If that works then add the keyboard and see if you can continue.
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ASKER

Thank you. I did install the Windows and it works.