Keyboard and mouse not recognized after boot-up! Solved

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  1.    18 Feb 2018 #11

    Ed, in reply to your points:

    1. I am *not* able to get to the BIOS config screen, because my keyboard is not being recognized. Is there any way to get around this?

    2. I cannot use Remote Access either, because I've disabled it on my PC, for security reasons. In my 25 years of working with my own PC, I've never allowed anyone, including a tech from Microsoft or Dell, to remote access my PCs. Paranoia? Perhaps, but it's never been a problem, until perhaps now. (I'm running Win 10 Pro, and my wife's PC is running Win 8.1 Pro, btw.)

    Thank you for any help---much appreciated!
      My ComputerSystem Spec

  2.    18 Feb 2018 #12

    Sounds like you might want to make a support call to Dell, to see if they know any tricks you can use. In the meantime, I have a friend who's a former 3rd-level Dell support tech who now owns and runs his own computer sales/repair store here in Texas. I'll ask him, too. This one's a real puzzler all right!
    Last edited by EdTittel; 18 Feb 2018 at 16:01. Reason: Fix typo
      My ComputersSystem Spec

  3.    18 Feb 2018 #13

    Thank you, Ed! I'll call Dell, but any further assistance from you or your buddy would be most appreciated!
      My ComputerSystem Spec

  4.    18 Feb 2018 #14

    Working on it now. Heading over to FB to see if I can raise him over the weekend...

    PS: Just posted message; will let you know when a response comes through...
    Last edited by EdTittel; 18 Feb 2018 at 16:06. Reason: Add PS
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  5.    18 Feb 2018 #15

    Came through quickly: here's his response

    I'd try the front USB ports first, then try resetting the BIOS.

    Power off, unplug
    Press/hold power button for ~15 sec
    Open case and remove motherboard battery

    Straight from the horse's mouth, so to speak. Hope it helps!
    Last edited by EdTittel; 18 Feb 2018 at 16:13. Reason: remove duplicate copy
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  6. AndreTen's Avatar
    Posts : 15,155
    Windows 10 (Pro and Insider Pro)
       18 Feb 2018 #16

    If you want to boot from USB media and don't have the means to change boot order, disconnect internal drives, so only USB will remain.

    Looks like your BIOS / UEFI was reset, or motherboard is damaged.
      My ComputersSystem Spec

  7.    18 Feb 2018 #17

    Thank you for all your extra effort on my behalf, Ed! And thank you, AndreTen, too! I'll try these things and post back. (I'm on hold with Dell now, btw.)
      My ComputerSystem Spec

  8.    18 Feb 2018 #18

    Just saw another thread over on General Support that has some great advice (tips) on how to access BIOS on Dell PCs/laptops when the machine isn't cooperating. You'll probably want to check this out, too: Windows 10 killed my dell xps 2710 - Windows 10 Forums.
      My ComputersSystem Spec

  9.    18 Feb 2018 #19

    OK, so here's where I am now:

    • After spending an hour-and-a-half with a Dell "Premium Support" tech, mostly trying things and variations on things that I'd already tried, the main problem has *not* been resolved.
    • However, after about an hour with no progress, on the advice of the Dell tech, I powered down the PC and held the power button down for 60 seconds and, a few minutes later, also moved my monitor's HDMI plug from the "discrete" port to the PC's "integrated" (motherboard) port, and as a result I *can* now get into the BIOS (via the F2 button) and the boot menu screen (via the F12 button). The Dell tech said that he thought that either holding down the power button or moving the HDMI plug (which seemed an odd step to me) did whatever it was that allowed the PC to access the BIOS setup and boot menu.
    • After an hour-and-a-half, the Dell tech basically gave up and---after mentioning that his research (Google?) had found that some other users had experienced this same issue after a recent Windows 10 update---suggested that I call Microsoft.
    • When I went into the BIOS setup utility, the boot order options that I found there were:
      • Windows Boot Manager
      • Onboard NIC (IPV4)
      • Onboard NIC (IPV6)

    There was no reference in the BIOS boot order setting to either a USB drive or the DVD drive with the Active@ Boot Disk DVD. However, when I used F12 to access the boot menu, the Active@ Boot Disk ("CD ROM") drive was shown in the list, along with the other three options shown above. That is of some interest, as I'm thinking that perhaps I could use some Windows recovery tools on a disc to access System Restore, but I soon realized that Active@ Boot Disk was of no use for this particular problem, because it doesn't give me access to System Restore.

    Now that I can access the BIOS, am I correct in thinking that there's *no* need to remove the motherboard (CMOS) battery, or to move the jumper plug back and forth?

    So, should I now follow AndreTen's instructions and disconnect the internal drives, so only the USB will remain? But what about the fact that the boot menu (F12) did *not* show the USB drive with my Windows installation files? Would AndreTen's method still work somehow?

    And am I correct in thinking that
    the Windows install files that I put on the thumb drive at the end of the Windows Store download process have recovery tools of some sort there? I can't remember whether they do or not. If they don't, how might I get the needed repair tools to put on a thumb drive? And will I be able to access the thumb drive given that the boot menu (F12) screen did not show the drive when I had it plugged in? Does the boot menu perhaps show a thumb drive *only* when it has the correct, bootable files on it, or should the thumb drive show up there regardless of what's on the thumb drive? Should I be focusing on a recovery disc, instead of the thumb drive? If so, what source(s) would I use for that?

    Sorry for all of the questions here! And thanks for any continuing assistance!

      My ComputerSystem Spec

  10. AndreTen's Avatar
    Posts : 15,155
    Windows 10 (Pro and Insider Pro)
       19 Feb 2018 #20

    If moving display from discrete to integrated graphic enabled you to access BIOS, your graphic card could be damaged. Nevertheless, try this first:

    - In BIOS (UEFI) check if your USB ports are enabled
    - check in security part of BIOS, if USB ports are allowed

    if both (above) failed, remove your discrete graphic card and try again.
      My ComputersSystem Spec

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