locked
Keyboard and mouse not working windows 10 RRS feed

  • Question

  • yesterday both the mouse and keyboard stopped working on my Acer Aspire PC. The keyboard lights up for a couple of seconds on start up and then stops. I have tested both keyboard and mouse (both USB) on another computer and they work fine, no problems. I have also tried other keyboards that i know work into the Acer USB ports and they don't work either. The Acer is three months old, bought new, and was manufactured on May 20th 2017
    Monday, February 19, 2018 8:42 PM

All replies

  • Hi,

    According to your description, the usb device is good since they can work on other machine.

    Here are some steps that you can try:

    1.Perform a clean boot:

    https://support.microsoft.com/en-sg/help/929135/how-to-perform-a-clean-boot-in-windows  

    2.Install the latest Windows Updates in Control Panel>Windows Updates>Check for update

    3.When you plug into the mouse or keyboard ,can you see it show in Device Manager?

    If so,reinstall the usb controllers.

    4.Disable USB selective suspend setting

    Hope this article can help:https://support.microsoft.com/en-us/help/2654149/error-usb-device-not-recognized-when-you-try-to-access-a-usb-external


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Tuesday, February 20, 2018 6:09 AM
  • Try to update the latest chipset driver from Acre website for your device.
    Tuesday, February 20, 2018 6:17 AM
  • The latest Windows 10 update seems to of f**ked a lot of these.

    Use restore disk; restore from last restore point.

    Problem fixed.

    Tuesday, February 20, 2018 4:17 PM
  • I've got the same problem with my logitech keyboard. I've tried:
    - Unplugging, replugging
    - Restarting pc
    - Restarting pc with unplugged keyboard then plugging it in
    - Updating the drivers (which would give an error: "this device cannot start. (code 10)")
    - Uninstlaling the driver and replugging the keyboard
    - Manually assigning the driver to the keyboard (A standard HIM-keyboard)
    - Clean booting the pc
    - Completely removing all logitech software and re-installing everything
    - Updating the BIOS.

    Afterwards I filed a ticket to logitech and they did indeed tell me that it is because of a windows 10 update. They are currently working on an update. So I reckon that's what the other companies like Acer are doing as well.



    • Edited by HelpImStuck Tuesday, February 20, 2018 10:21 PM
    Tuesday, February 20, 2018 10:18 PM
  • Agreed. That's the only remedy we can find thus far.

    We are starting to see this on now on a dozen machines that we manage across all manufacturers. We've even had a Lenovo warranty technician attend and confirm keyboard / mouse work in BIOS but are busted in Windows. Whilst I'm typing this another customer has called in. Not looking good down in the help desk trenches ...

    Wednesday, February 21, 2018 12:33 AM
  • Yesterday and today I had three customer calls with exact the same problem. Also I found several fresh threads online that describe the issue. So I can confirm that there must have been an update that "killed" Mouse and Keyboard Input on a lot of devices.

    Didn't find a solution yet. (Only heard by phone, haven't seen the machiens yet.)

    Thursday, February 22, 2018 10:11 AM
  • Addition:

    In a German forum I found the information that the update KB4074588 is likely to cause the issue. Haven't checked yet so I cant confirm.


    Thursday, February 22, 2018 11:17 AM
  • CUK Alpha Comp, this happened to me yesterday morning when i unplugged and plugged in the microsoft wireless dongle for my keyboard. Thank goodness i have a ps2 combo port and old keyboard and mouse.. I have tried loading manufacturer drivers for some of my devices and it will not accept them.  The usb ports work for thumbdrives, and as we all have noted the keyboards and mice (usb) work at bios but turnoff and fail in windows. I have tried a recovery point that must have occurred at the time of the failure, but it too fails to load. I would have hoped for more older recovery points but they don't exist (i would think there would be one for each update). Has anyone tried safeboot and see if they work on a more basic setup. ARRGH
    Friday, February 23, 2018 2:07 AM
  • Uninstalling update kb4074588 fixed the problem for us. Thanks!
    Friday, February 23, 2018 9:58 AM
  • Removing KB4074588 that worked for me also. thanks Expanse and b00nish


    • Edited by HG40 Friday, February 23, 2018 2:24 PM
    Friday, February 23, 2018 2:23 PM
  • How can I uninstall it with no mouse or keyboard?

    Friday, February 23, 2018 10:20 PM
  • I can't help, but I have the exact same problem. I also have an Acer Aspire PC, but it seems to be affecting others. 

    Saturday, February 24, 2018 4:56 AM
  • How do you do that if keyboard is not working?
    Saturday, February 24, 2018 10:01 PM
  • This is a known problem with Windows update KB4074588.

    Some have found solutions and others perhaps a work around.

    Some computers have problems with some or all of these:

    1) No working USB ports (USB3 and USB2)

    2) No functioning USB mouse

    3) No functioning USB keyboard

    4) No PS/2 ports

    There are several problems that need to be addressed until there is a Windows update that can fix the problems related to the problems with update:  KB4074588

    1) The removal of the update

    2) The prevention of the re-installation of the update 

    Troubleshooting steps:

    1) Attempt to use the computers windows advanced troubleshooting menu.  Access using the hardware method:

    a) Power on the computer and as soon as the windows icon is seen > power off

    b) Power on again and as soon as the windows icon is seen > power off

    c) on the third power on allow progression to:

    diagnosing your PC and to the computer's windows advanced troubleshooting menu.

    d) once in the menu you will need to recheck to see whether the mouse or keyboard function.

    If the hardware method fails the next option is to try to use the Windows advanced troubleshooting menu on a Windows 10 iso

    1) Create a bootable windows 10 iso:  

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

    2) boot to the iso

    3) open the windows 10 iso advanced troubleshooting menu > command prompt

    Dism /Image:D:\ /Get-Packages
    Find the package(s) that were just installed by date. Run the following command on the last installed package:
    example: dism.exe /image:d:\ /remove-package /packagename:Package_for_KB4014329~31bf3856ad364e35~amd64~~10.0.1.0
    Reboot.

    If the windows 10 iso method fails some have moved the hard drive to another computer to remove the windows updates

    And some have used a hardware replacement so that they have new USB ports.

    The troubleshooting steps are likely to be different in each computer environment.


    Sunday, February 25, 2018 2:23 AM
  • The OP displayed:

    Keyboard and mouse not working windows 10 

    .

    The thread is about Windows 10 and was started in the Windows 8.1 forum.

    .

    .

    .

    See this link for a solution to the problem:  Windows 10

    https://support.microsoft.com/en-us/help/4091240/usb-devices-may-stop-working-after-installing-the-february-13-2018-upd





    Sunday, February 25, 2018 6:21 AM
  • Hi,

      So what I had to do is reset the pc and save all files.  This has worked for me on 4 different PC's.  Talked with Microsoft and they claim that there was no update to make this fail..   I call BS...  

    Sunday, February 25, 2018 8:22 AM
  • Hi,

      So what I had to do is reset the pc and save all files.  This has worked for me on 4 different PC's.  Talked with Microsoft and they claim that there was no update to make this fail..   I call BS...  

    I had another issue on 2 computers.  I plugged in a Samsung Note 4.  Windows 10 says installing drivers ( samsung ) says installed and ready to use....   LOW and BEHOLD my mouse stopped working... so I looked under device manager and usb hub had a caution sign.  Microsoft and all the blogs had no HELP...  went to samsung tech support and had to download a developer driver and go to logitech and download there driver to get my mouse to work again.  What I didnt mention as soon a I plugged in the phone the mouse quit working.  Thus all the steps above.
    Sunday, February 25, 2018 8:43 AM
  • I have same issue in my asus desktop computer. I can not do anything as I just get to the login screen and am unable to do anything as both mouse and keyboard not woring. So what do you do? I am not even sure what happen my mouse and keyboard just stopped working today, crazy!
    Sunday, February 25, 2018 6:13 PM
  • Has anyone helped with this yet? Bc I don’t understand how anyone achieved uninstalling something with the mouse or key board working?
    Sunday, February 25, 2018 7:21 PM
  • How can you do this without a working mouse or keyboards?
    Sunday, February 25, 2018 7:22 PM
  • See this link for a solution to the problem:  Windows 10

    https://support.microsoft.com/en-us/help/4091240/usb-devices-may-stop-working-after-installing-the-february-13-2018-upd

    Sunday, February 25, 2018 7:40 PM
  • This is a known issue with the last windows update.  

    Uninstall Update KB4074588.

    Here are the update notes.  you will see at the bottom of this article that this is a known issue.

    https://support.microsoft.com/en-us/help/4074588/windows-10-update-kb4074588



    • Edited by MP71 Sunday, February 25, 2018 8:50 PM
    Sunday, February 25, 2018 8:49 PM
  • I am getting an error that say scratch directory might be insufficient to preform this operation. Use the /scratchdDir option to point to a folder with sufficient scratch space. At least 1024MB Error 0x80070003 Any clue what do to next?
    Sunday, February 25, 2018 10:39 PM
  • Hi,

    https://support.microsoft.com/en-sg/help/4074588/windows-10-update-kb4074588

    Based on the situation, it is suggested that you can boot into a  recovery mode to remove the KB4074588 to deal with the problem..

    Boot and press F8 to advanced boot option and choose repair your computer:

    Then open command prompt to type the command wusa /uninstall /KB:4074588

    Or choose system restore to get back to a previous point.


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Monday, February 26, 2018 1:51 AM
  • Seems that it is a known issue, and here is the workaround for you

    https://support.microsoft.com/en-us/help/4091240/usb-devices-may-stop-working-after-installing-the-february-13-2018-upd

    Thank you for you understanding.


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Tuesday, February 27, 2018 8:30 AM
  • one more question, after disable windows 10 auto update & remove update KB4074588, can I enable back windows 10 auto update? I have try enable windows update, problem happen again. So my question is I have to disable windows update forever? TQ.
    Tuesday, February 27, 2018 10:13 AM
  • and anyone can tell, what this update give this problem on some PC, and some windows 10 PC no problem with this update? TQ
    Tuesday, February 27, 2018 10:27 AM
  • Hi,

    You'd better disable the update temporarily. 

    Microsoft is aware of the issue and working on a resolution and will provide an update in an upcoming release.


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Wednesday, February 28, 2018 1:44 AM
  • I was about to pull all of my hair out, having tried everything with drivers, updates etc until I found this post in the KB4074588. I removed the update and immediately everything began to work normally. Thanks to those of you who are smarter than me and able to figure this out.
    Wednesday, February 28, 2018 1:13 PM
  • Thanks for all your help!!!  Your link did the trick.

    Thanks

    Wednesday, February 28, 2018 7:21 PM
  • Sam Sahimi speedytech.co,

    You are very welcome.

    https://support.microsoft.com/en-us/help/4091240/usb-devices-may-stop-working-after-installing-the-february-13-2018-upd

    Wednesday, February 28, 2018 10:02 PM
  • You can use Remote Desktop to control the computer when the USB keyboard and mouse won't work, provided Remote Desktop is already enabled.

    What's worked every time for me is reinstalling Feature Update 1709 from a flash drive, DVD, or the contents of the installation media copied to the desktop or anywhere on the local hard disk. After reinstalling, update Windows to bring it current.

    Thursday, March 1, 2018 2:00 PM
  • I wanted to put this at the top of the thread to let people know that you can use Remote Desktop to control the computer when the USB keyboard and mouse won't work, provided Remote Desktop is already enabled.

    There are more solutions below, so keep reading, but what's worked every time for me is reinstalling Feature Update 1709 from a flash drive, DVD, or the contents of the installation media copied to the desktop or anywhere on the local hard disk. After reinstalling, update Windows to bring it current.

    You can download a tool to create installation media here: https://www.microsoft.com/en-us/software-download/windows10
    Thursday, March 1, 2018 2:09 PM
  • Here is the simple fix to this issue. 

    Microsoft acknowledges the problem with disabling the keyboard after Windows update KB4074588 see the post.

    There are 3 things you need to do to bring your keyboard back. See this new post on our website here for step by step instructions. It has helped 3 of our customers so far get their keyboards back.

    Hope it helps someone else too.

    NTI

    Thursday, March 1, 2018 8:23 PM
  • I experienced same problem on HP computer. I was on the phone with Microsoft support for an hour yesterday. I was instructed to turn the computer on and off six times. Ultimately, we went through several attempts to change codes which was not successful. I was told I would be contacted in 7 days from another level of Microsoft support. He acknowledged this was an issue and a remedy was being developed.

    Anyone had success with resolving?

    Thursday, March 1, 2018 9:00 PM
  • In January - February 2018 there were problems reported with Spectre and Meltdown.

    https://support.microsoft.com/en-us/help/4073757/protect-your-windows-devices-against-spectre-meltdown

    Microsoft responded with Windows updates.

    There were unexpected problems with the Windows updates where some computers had problems with:

    inaccessible boot device

    loss of USB function (mouse and keyboard)

    These notices were published for fixes:

    https://support.microsoft.com/en-us/help/4075150/how-to-recover-devices-from-an-unbootable-state-after-installing-the-j
    https://support.microsoft.com/en-us/help/4091240/usb-devices-may-stop-working-after-installing-the-february-13-2018-upd
    https://support.microsoft.com/en-us/help/4074588/windows-10-update-kb4074588

    Thursday, March 1, 2018 9:42 PM
  • it's these responses is were i just wanna reach in to the screen and punch this idiot .

    no keyboard and mouse , means you can't control windows, from inside windows !!! 

    Friday, March 2, 2018 12:44 AM
  • I have tried all variations of the command prompt guides here and I only keep getting error: 87 and that the remove-package/packagensme option is unknown, or that wusa is not a known command. I am having to work in safe mode command prompt as that's the only way I can even type (and this is from my phone)
    Friday, March 2, 2018 6:43 AM
  • For the non-talented in technology. How did you do anything without your mouse or keyboard? I would love to recover from an earlier date or remove an update or even update my driver...but I can't do anything.

    Friday, March 2, 2018 2:05 PM
  • You have to find some way to get a working mouse or keyboard... try Bluetooth maybe, or different keyboards..
    Friday, March 2, 2018 6:19 PM
  • This is most definately a Window 10 KB4074588 update issue.  The "fix" is even on the Microsoft support site. 

    support.microsoft.com/en-us/help/4091240/usb-devices-may-stop-working-after-installing-the-february-13-2018-upd

    When that didn't work I ended up on the phone with level 2 tech at Microsoft.  They ended up having to reinstall Windows 10 because they said Windows was corrupted.  Bye Bye all Apps.  They did however save all of my data (Desktop, Downloads, Documents, Pictures Music Videos)

    I wish I could say it worked out better.

    Saturday, March 3, 2018 4:30 AM
  • Entering safe mode on your computer seems to allow the function of mouse and keyboard. That's what I've been having to do. Entering safe mode might vary a bit, most computers it's hitting enter or esc during the start up screen (during which your keyboard should function as it's before windows has loaded) and then selecting safe mode. That then yes may allow you to restore to an earlier version (not for me sadly) or to use command prompt in safe mode to try these uninstall and rollback commands
    • Edited by Kyle1171755 Saturday, March 3, 2018 11:51 AM Typo
    Saturday, March 3, 2018 11:50 AM
  • starting about 2 days ago == March 1, 2018,

    usb mice & keyboards are not working on one of my 2 windows 10 machines but:

    a. WORK FINE on the other

    b, WORK FINE on the failing machine in the "choose a previous version OR windows 10" portion of boot up

    Saturday, March 3, 2018 4:10 PM
  • Removing KB4074588 update fixed it.
    Sunday, March 4, 2018 3:13 PM
  • Great.

    Glad it worked for your computer.

    Please remember to mark posts with a vote if they help.

    These are the latest Microsoft news/updates:

    https://support.microsoft.com/en-us/help/4073757/protect-your-windows-devices-against-spectre-meltdown

    Sunday, March 4, 2018 5:55 PM
  • But HOW did you uninstall it without a working keyboard or mouse?
    Monday, March 5, 2018 5:45 PM
  • Same problem.  Mid-morning my keyboard stopped working...then my mouse.  I move my cables around...no help.  It was as if the USB portion of the computer (keyboard, mouse, attached USB drives) had died.  So I went looking for similar problems in March 2018 and found you all here.  The method above did work for me, but after several trials.  In the end, Dism<sp>/Image:D:\<sp>/Get-Packages got me to a list of recently installed packages.  The oft mentioned KB4074588 was not among them, so I deleted what I could of everything installed in February (some were permanent).  On reboot, the machine came back.  I created a restore point immediately.  Then I went looking for ways to turn off Windows Update.  Nope - they have made it automatic now.  No choice.  While rummaging about I saw KB4074588 in the download hopper.  Tomorrow the battle continues.
    Tuesday, March 6, 2018 2:17 AM
  • Probably Safe Mode: press F8 while booting.
    Tuesday, March 6, 2018 2:27 PM
  • This is the latest Microsoft news and update for Windows 10 1709

    https://support.microsoft.com/en-us/help/4090913/march5-2018kb4090913osbuild16299-251

    March 5, 2018—KB4090913 (OS Build 16299.251)
    Applies to: Windows 10 version 1709
    Improvements and fixes
    This update includes quality improvements. No new operating system features are being introduced in this update. Significant changes include the following:

    Addresses issue where some USB devices and onboard devices, such as a built-in laptop camera, keyboard, or mouse, stop working. This may occur when the Windows Update servicing stack incorrectly skips installing the newer version of some critical drivers in the cumulative update and uninstalls the currently active drivers during maintenance.
    Addresses issue where some devices may fail to boot with "INACCESSIBLE_BOOT_DEVICE".

    If you installed earlier updates, only the new fixes that are contained in this package will be downloaded and installed on your device.

    Wednesday, March 7, 2018 2:01 AM
  • Hi,

    https://support.microsoft.com/en-sg/help/4074588/windows-10-update-kb4074588

    Based on the situation, it is suggested that you can boot into a  recovery mode to remove the <span style="color:#2a2a2a; font-family:'Segoe UI','Lucida Grande',Verdana,Arial, Mine does not respond to F8 key. I start pressing when bios stops and windows appears and goes to bsod due to a conflict with Avast. After the second, restart, I get the blue screen asking to reboot or advanced options but the keyboard is d ad at that point. Going to buy a PS/2 keyboard on Amazon since it seems to be the only place I can find one.

    Sunday, April 8, 2018 12:16 PM
  • I think this question is going to seem stupid to a lot of people here, but how do I uninstall and change settings and try all these things when my computer will not recognize or power my mouse or keyboard in anyway...

    As far as I can tell I am literally stuck on my login screen until I find a way to get these two devices power or buy a Microsoft keyboard and mouse (assuming those pieces of hardware would not have the same issues). I am using a Razer mouse and keyboard at the moment.

    Does anyone have any advice? I need my comp back asap in order to do my taxes...

    Tuesday, April 10, 2018 1:39 PM
  • If your mouse and keyboard do not work at all, how can you get into the machine to install or uninstall any updates, you can not even type anything.
    Monday, April 23, 2018 2:01 PM
  • Hello. Try to install a new language. In my case, for example, the problem didn't get solved until I installed English (United Kingdom) Language although English (United States) was already installed.
    Thursday, June 21, 2018 8:09 AM
  • So I had the same problem. Fiddled with the BIOS b/c I couldn't get into windows, and I believe that Enabling "above 4K" memory setting is what solved the issue.   Worth a try.

    Windows 10

    Asus H370-f 

    I5 8400

    16 gb ram


    • Edited by XsTatic22 Sunday, September 30, 2018 3:40 AM
    Sunday, September 30, 2018 3:39 AM
  • I got the same problem. There is the easy fix: Since Win 10 is bootable by other PC, I just install the HD into my other PC and boot, then drives got auto changed including USB drivs, you can see mouse and keyboard again (this time you can fix drives if you want, but there is no need). Then I reinstall the HD back to the original PC, power on and let all drives auto reinstall once again, the problem fixed. 

    Thursday, October 11, 2018 12:36 AM
  • I had this happen on on 3 hard drives.  I found a tip online that  said:

    Unplug usb mouse and plug into ANOTHER port.

    Windows will recognize it.

    Repeat with keyboard.

    So far, it's worked with both hard drives I've tried it on...

    Monday, December 23, 2019 11:46 PM