XC-840 USB ports stopped working after update leaving my keyboard and mouse not working

Sgould01
Sgould01 Member Posts: 9 New User
edited September 30 in Aspire and Veriton Desktops

Why have my usb ports stopped working after update leaving my keyboard and mouse not working and me not being able to login to windows 11.

[Edited the topic title to include the topic issue.]

Answers

  • Commodore_1995#
    Commodore_1995# ACE Posts: 98,322 Trailblazer

    Hello! Can you tell me the exact model? Example: AN515-55-5890. Does the keyboard work in the bios?

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  • Sgould01
    Sgould01 Member Posts: 9 New User

    XC-840 Haven't tried in BIOS at the current time

  • Sgould01
    Sgould01 Member Posts: 9 New User

    It let's me enter BIOS mode by pressing delete on boot up

  • Baz19590
    Baz19590 Member Posts: 3 New User

    My XC-840 Has done the same. Ran windows update, can't access the pc now. I will be returning it to where I bought it from.

  • Sgould01
    Sgould01 Member Posts: 9 New User

    Hi Baz19590 can I ask how old your machine is/has been running up to that point?

  • Sgould01
    Sgould01 Member Posts: 9 New User

    I spoke to Microsoft this morning too and they have assured me it's an Acer update that has done this

  • Baz19590
    Baz19590 Member Posts: 3 New User

    2 months old. bought on the 19/7/24

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    Can you get into the BIOS? If that works, and you can use the keyboard and mouse to navigate the BIOS, we know it's an issue in the OS rather than hardware. That might just mean an OS reset or maybe a reinstall…

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  • Sgould01
    Sgould01 Member Posts: 9 New User

    I can get into the bios yes but am not tech savvy enough without instructions

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    When you are in the BIOS if the keyboard and mouse work, that tells us the issue is with Windows, not your hardware. No need to do anything specific in there, just verify the keyboard and mouse work.

    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

    Yes they do both work in bios

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    Try booting in safe mode to see if they will work there as well…

    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

    How do I do this?

  • billsey
    billsey ACE Posts: 34,206 Trailblazer
    edited October 1

    Two steps to get through the process when Windows won't load:

    1. Hold down the power button for 10 seconds to turn off your device
    2. Press the power button again to turn on your device
    3. On the first sign that Windows has started (for example, some devices show the manufacturer’s logo when restarting) hold down the power button for 10 seconds to turn off your device
    4. Press the power button again to turn on your device.
    5. When Windows restarts, hold down the power button for 10 seconds to turn off your device
    6. Press the power button again to turn on your device.
    7. Allow your device to restart into Automatic Repair, and select Advanced options to enter winRE

    Once you are in the WinRE environment you can the switch to safe mode:

    • On the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart
      After your device restarts, you'll see a list of options. Select option 5 from the list, or press F5 for Safe Mode with Networking (or the other corresponding numbers for the other Safe Modes):

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  • Larryodie
    Larryodie Member Posts: 1,679 Community Aficionado WiFi Icon

    Note: If you're in windows, then hold the shift key and click on restart in the setting (power shut down or sign out icon). My TC-895-UA92 does.

    Just a note as he can't get to windows to do this.

  • Baz19590
    Baz19590 Member Posts: 3 New User
    https://community.acer.com/en/discussion/comment/1300575#Comment_1300575

    I used your steps but done a restore and it's all working now. Many thanks for your help.

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    Good to hear. The issue is caused by that broken update from Microsoft, and IIRC they have pulled it from the update catalog due to those issues…

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.

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