USB PORTS NOT WORKING AFTER WINDOWS UPDATE IN XC-840 series

RickFloyd63
RickFloyd63 Member Posts: 10 New User
edited September 28 in Aspire and Veriton Desktops

MY BLUETOOTH keyboard AND mouse and usb ports not working after windows 11 update ON MY acer desktop computer. I HAVE TRIED EVERY PORT AND ALSO CONNECTED WIRED KEYBOARD AND MOUSE WITH SAME RESULT, UNABLE TO USE SO CANNOT LOGIN. UNFORTUNATELY, I DONT HAVE A RECORD OF MODEL BUT I ONLY PURCHASED IT NEW LESS THAN 18 MONTHS AGO.

[Edited the thread to add model number to the title]

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Answers

  • Larryodie
    Larryodie Member Posts: 1,680 Community Aficionado WiFi Icon

    Have you tried a reset either

    Remove power and all cables from the desktop, and press and hold the power button for 30 seconds. Plug power back in to the desktop and see if the computer will power on.

    or

    To reset the CMOS battery on a computer, you can try these steps:

    1. Turn off the computer and unplug it from the power source
    2. Open the computer case
    3. Locate the CMOS battery, which is usually a small, silver, disk-shaped battery on the motherboard
    4. Remove the battery by gently pushing down on the retaining clip and pulling it out of its socket
    5. Wait 10–15 minutes to clear all the data stored in the chip
    6. Reinsert the battery back into its socket
    7. Close the computer case and plug in the power source
    8. Turn on the computer 

    You can also clear the CMOS using the CLRTC pin or Clear CMOS button on the motherboard. The location of these buttons can be found in the motherboard's manual. Resetting the CMOS can be necessary if the BIOS settings become corrupt, which can happen due to power events, incorrect settings, or hardware incompatibility. If the CMOS battery dies, the computer will lose its BIOS settings, which can lead to boot issues and incorrect hardware configurations. 

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    thanks for the advice, I removed the battery as you suggested but that didn’t work so I just did a system reset, reinstalled windows but the problem persists

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    what I don’t understand is why I can use the mouse and keyboard to reset the computer but then cannot use them after reset, but then I am very tech savvy

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    Meant to say NOT very tech savvy

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User
    edited September 28

    XC-840 series

  • StevenGen
    StevenGen ACE Posts: 12,155 Trailblazer
    https://community.acer.com/en/discussion/comment/1299796#Comment_1299796

    That is impossible unless your mainboard is faulty or you installed Win-11 without driver updates for the USB ports, as all the USB ports are directly soldered to the mainboard and should work.

    The Aspire XC-840 has 3 different types of USB ports as described below, it has at #7 a 1x USB 3.2 Gen1 Type C port and at #8 a 1x USB 3.2 Gen1 Type A port and on the rear panel it has at #21 4x USB 2.0 Type A ports.

    Surely some of these ports work, have you installed Win-11 23H2 with a Rufus 4.5 USB and with the ,ISO Win-11 23H2 downloaded file from Microsoft as a Clean Install? As that could have gone wrong and the installation must not have installed all the Win-11 drivers for the OS, try to reinstall Win-11 like above with a Rufus USB and as a clean install. Good luck and hope this helps you out.

    image.png

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    Your advice is greatly appreciated.

    The computer was working perfectly since I bought it, up until yesterday when, after an auto system update, the details of which I didn’t note but just let it do it’s thing, then when it restarted after updating, all of the USB ports no longer worked; well that’s how I am describing the problem - the exception to this being when resetting the computer using F12 function it allows me to use the wireless mouse and keyboard, but then after it had finished reinstalling Windows several times (I tried both cloud and desktop reinstall of windows) I again couldn’t use wireless or wired keyboard and mouse to login. Unfortunately my tech ability is limited to this. Microsoft and other general Web searches offer no help to this specific problem, and as mentioned before, my knowledge and capabilities are limited in relation to IT.

    Can you explain why I can use the mouse and keyboard to reset the computer but then cannot use them after reset?

    I have always been a fan of Acer, but after this experience I am now considering cutting my losses and buying a different brand of desktop computer, though I still have and will keep my Acer Laptop.

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    can you highlight the CLRTC pin or Clear CMOS button on the motherboard for me

  • CJ1803
    CJ1803 Member Posts: 1 New User

    The same thing has happened to me yesterday after the update. Mouse and keyboard don't work. I tried to unistall the update but that didnt work so the support at acer advised me to do a factory reset. I have done this and keyboard and mouse allowed me to do it.

    Now my computer is asking me to set up again but mouse and keyboard not working to set it up. Frustrating that acer support dont work over weekends. My computer is only 6 months old.

    If I get a solution I will let you know. Good luck and let me know if you get any joy!

  • billsey
    billsey ACE Posts: 34,219 Trailblazer

    Your issue is with the OS, not the hardware. You can go into the BIOS and navigate using the keyboard and mouse, just as you can navigate the boot menu. That means the issue has to be with Windows, which makes sense since it happened in concert with an OS update. Boot to a Windows install flash drive and do a reset of the OS and it should be fixed…

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    hey Billsey, trying to do as you suggested but now when I hit enter to select device in boot manager it takes me to the login screen - have tried multiple times with the same results; problem has now worsened

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User
    IMG_2280.jpeg
    IMG_2281.jpeg
    IMG_2282.jpeg

    sequence after hitting enter

  • Larryodie
    Larryodie Member Posts: 1,680 Community Aficionado WiFi Icon

    You have to enable boot in Bios then do an F12 Boot to select your USB,

    Is your USB formatted and contain the Win recovery.

    You have to create the USB on another computer.

    https://support.microsoft.com/en-us/windows/create-installation-media-for-windows-99a58364-8c02-206f-aa6f-40c3b507420d

  • Larryodie
    Larryodie Member Posts: 1,680 Community Aficionado WiFi Icon

    Acer sells recovery USB's. Call Acer parts or Acer support in your country.

  • billsey
    billsey ACE Posts: 34,219 Trailblazer

    The issue is with some latest update from Microsoft and it seem to affect a bunch of different computers. If you boot from a Windows install flash drive, which should show up in that boot menu, you can do an OS refresh which should fix it.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Sgould01
    Sgould01 Member Posts: 9 New User

    What if you don't have a Windows install flash drive?

  • StevenGen
    StevenGen ACE Posts: 12,155 Trailblazer
    edited September 30
    https://community.acer.com/en/discussion/comment/1300192#Comment_1300192

    You make a bootable installation USB with Rufus 4.5 and follow their guide to construct their bootable USB, you also need to download the Win-11 23H2 .IOS file and follow the Rufus instructions of how to construct this windows installation bookable USB, its a very simple process.

    I don't know if you want to install Win-11 onto the Aspire XC-840 desktop or another desktop or laptop, but with whatever model you have check on the Acer Support site if your computer need the Intel IRST driver for the M.2 SSD boot drive, as you need this driver on the installation USB so that Win-11 can recognise the M.2 SSD on your computer, as you need this IRST driver to do a clean install of windows. Good luck.

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

  • Larryodie
    Larryodie Member Posts: 1,680 Community Aficionado WiFi Icon

    I've alway created from the link below and never had to mess with IRST drivers as Windows Plug & Play took care of them.

    Just follow the instructions.

    https://support.microsoft.com/en-us/windows/create-installation-media-for-windows-99a58364-8c02-206f-aa6f-40c3b507420d

  • Larryodie
    Larryodie Member Posts: 1,680 Community Aficionado WiFi Icon

    Be sure to enable boot in your bios and then boot using F12 to select your new Windows USB.

    Format your flash drive with using FAT32

  • RickFloyd63
    RickFloyd63 Member Posts: 10 New User

    I contacted Acer support Australia and it turns out that it is a relatively simple solution; connect wired keyboard, then with computer off press and hold computer on button for 15 seconds, then press on button and whilst it is starting press Delete key multiple times/continuously to enter BIOS, then press F9 and press enter to load default configuration.

    I can now use Bluetooth keyboard and mouse and can login again.

    Thanks to everyone that offered advice, it was greatly appreciated.

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