After a Windows reset, keyboard/mouse not working. How do I fix it?

Jim_Hardy54
Jim_Hardy54 Member Posts: 20 Troubleshooter
edited September 29 in Gadgets & Accessories

I was told by ACER Customer Service to reset my PC to resolve an issue I was having with Defender scans. After a reset windows set up came up but my mouse and keyboard not working. Has anyone seen this before, and how do I fix it??? Thanks.

[Edited the thread to add issue detail]

Answers

  • sri369
    sri369 ACE Posts: 2,774 Pathfinder

    it could be the case that windows was reset to base level - implying it is now stock windows and all drivers need to be reinstalled. Is is external keyboard and mouse that aren't working? Try creating a windows install usb and boot up from it and see if the keyboard and mouse work.

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  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter

    I though of that, but Windows should have those basic drivers? I have the plug in usb mouse/keyboard, and they work for the RE at boot up… For some reason I can't get into the BIOS anymore, but at first I could and the keyboard worked there? I think the original installation was a modified load with changes made to the registry , (group rules), by an IT admin? MY PC is an ACER refurb that I bought this Summer off ebay, and it set up normally out of the box. I hate to send it in under the warranty but may have to…??? Thanks, Jim

  • sri369
    sri369 ACE Posts: 2,774 Pathfinder

    yes. that is so weird. the basic drivers should be working right out of the box.

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  • sri369
    sri369 ACE Posts: 2,774 Pathfinder

    Try inserting a windows installable USB, boot up on it until you get to windows install screen and see if the mouse and keyboard are working. If it works at this spot it means some drivers or something is messed up in your windows.

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  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter

    I can't currently open up bios in order to change boot management to removeable device, (usb). The only way I can even get to the recovery environment is by repeatedly shutting it down during start up…

  • sri369
    sri369 ACE Posts: 2,774 Pathfinder
    https://community.acer.com/en/discussion/comment/1300112#Comment_1300112

    You can try removing all hard disks and SSDs from the laptop forcing it to use USB to boot up.

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  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    https://community.acer.com/en/discussion/comment/1300119#Comment_1300119

    I'm not gonna waste a bunch of time when it's under a 24 month warranty, let a tech do it… Thanks!

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    There seems to be an issue with one of the latest Windows updates that breaks keyboard and mouse… If you can boot into the BIOS and they work there then we know it's not hardware. A Windows refresh should fix it.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    https://community.acer.com/en/discussion/comment/1300153#Comment_1300153

    Three resets in the RE has not corrected the issue, and ACER told me the same as you just did… Now I can't even open the bios, it just shows the bios data info then continues booting to the set up screen? If Windows update caused this I sure hope they put out a fix soon for people like myself that went the reset route! Thanks, Jim

  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    edited September 30

    FYI… Since I did a reset I'm not sure if the update that caused the issue would even be installed in the system? Does a clean reset go back to the original OS version, or does it keep any updates? LOL what a mess! https://www.windowslatest.com/2024/09/30/windows-11-kb5043145-bsods-pcs-breaks-mouse-keyboard-wsl-2-wifi/ Note 

    wusa /uninstall /kb:5043145

  • StevenGen
    StevenGen ACE Posts: 12,142 Trailblazer
    https://community.acer.com/en/discussion/713295/after-a-windows-reset-keyboard-mouse-not-working-how-do-i-fix-it

    Just some additional solution(s) when the keyboard and mouse are not working after a Windows reset, don't knew the exact computrer type or model number, as it would help, but try the Hard Reset first as it could be the EC chip that has issues with its program and it freezes and restricts the USB ports from working, Good luck and hope this helps you out

    1. Restart your computer.
    2. Try other USB ports.
    3. Perform a hard reset.
    4. Update or reinstall your keyboard or mouse driver.
    5. Use the On-Screen Keyboard temporarily.

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

  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    https://community.acer.com/en/discussion/comment/1300185#Comment_1300185

    What is a hard reset? If you mean from the RE at start up, I've done that…

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    Good catch there, now we know which update caused the problem. The key is:

    Type the following command to uninstall it:

    wusa /uninstall /kb:5043145

    So try to boot several times, turning the computer off before the boot has completed. That should get you the recovery menus. Navigate to the command prompt and use that command, then reboot once it's complete. You should be back working and make sure you don't reinstall the problematic update.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    https://community.acer.com/en/discussion/comment/1300367#Comment_1300367

    Says "wusa" is not a recognized as an internal or external command, operable program or batch file ???

  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    https://community.acer.com/en/discussion/comment/1300367#Comment_1300367

    Well, it appears a lot of folks are victims of this update… https://www.bleepingcomputer.com/news/microsoft/windows-11-kb5043145-update-causes-reboot-loops-blue-screens/

  • billsey
    billsey ACE Posts: 34,206 Trailblazer

    Wusa is a standard part of the Windows environment. Windows Update Standalone Installer. You need to run it from a command prompt or powershell.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter

    I did run it from the the command prompt in the RE start up trouble shooter? Anyway it has come down to my deciding to start completely fresh by repartitioning the SSD and reinstalling Win 11 home. The Allstate warranty came through with a fast cash option which will more than cover any cost for repairs! I may just take it to our community voc tech school and let the IT students do the job? In any case, Microsoft really screwed the pooch with their buggy update…

  • sri369
    sri369 ACE Posts: 2,774 Pathfinder
    https://community.acer.com/en/discussion/comment/1300168#Comment_1300168

    Don't reset. Just install Windows clean using a Windows install USB.

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  • sri369
    sri369 ACE Posts: 2,774 Pathfinder

    Okay, guess that works best for you 👌

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  • Jim_Hardy54
    Jim_Hardy54 Member Posts: 20 Troubleshooter
    https://community.acer.com/en/discussion/comment/1300657#Comment_1300657

    Here is Redmonds answer, but the average person really isn't able to realistically perform these steps to restore their personal computers… Like I said, Microsoft really screwed up with this update in my opinion! https://www.bleepingcomputer.com/news/microsoft/microsoft-fixes-windows-kb5043145-reboot-loops-usb-and-bluetooth-issues/

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