Keyboard and mouse not recognized after boot-up!

zbook said:

Windows updates have been causing problems with peripherals.
As Siv noted see if removing: KB407588 fixes the problem.

This is a link where they had success after removing the Windows update:

Mouse listed as

The correct number for the update is KB4074588.

So far the only problem I've seen with the keyboard and mouse has been having them plugged into the USB 3 ports during the update or an Upgrade. Using USB 2 ports has worked as the BIOS supports them while the OS has to load to get drivers for USB 3. None of the keyboards and mice I've dealt with over the last several years have come with their own drivers except for a couple of 'fancy' mice similar to those used by gamers.

zbook said:

See if you can get into safe mode by using the hardware method.
Then when in safe mode see if you can use either the keyboard or mouse.
If you cannot get into safe mode see if you can get into the bios.
If you can somehow get into the bios you can then modify the boot order.
If all of the above fail see if you can get either a mouse or keyboad that do not use USB and use PS/2 port.
Perhaps a PS/2 port may give you a working keyboard or mouse.

The hardware method to the windows advanced troubleshooting menu is:
a) power on and as soon as you see the microsoft icon power off.
b) power on again and as soon as you see the microsoft icon power off.
c) this is the third power on and this time let it advance to:
preparing automatic repair
diagnosing your PC
advanced troubleshooting menu
If the mouse and/or keyboard do not work when in safe mode then see if you can find PS/2 peripherals.

Thanks, but I tried the hardware method that you described and was unable to get it to work. Specifically, I went through the power on and power off cycle that you describe four times, and still could not access the advanced troubleshooting menu; the PC simply continued to boot to the desktop.

I am now able to get into the BIOS setup, but changing the boot order is of no help to me.

Regarding the option of using a PS/2 port, my PC does not have one.

Thanks again for your suggestions.

These are 2 additional links:
In the first one a reply indicated that they had installed a new card on the computer to get function
The other was from Microsoft requesting feedback on the USB problem.

Report of the Win10 1709 cumulative update KB 4074588 disabling USB devices @ AskWoody

Filing USB feedback with Repro Mode in Windows 10 Microsoft Windows USB Core Team Blog

If you can get into the BIOS and change the boot order then you may be able to boot to a windows 10 iso.
If you can boot to a windows 10 iso then it is another opportunity to see if you can use keyboard or mouse.
If you can use keyboard or mouse in the Windows recovery environment then there are possible troubleshooting options.
Download Windows 10

As AndreTen commented there are options with the boot recovery software too if you can modify the BIOS boot menu.

This is the owners manual:
http://downloads.dell.com/manuals/al...uide_en-us.pdf

What happened with USB2 ports compared with USB3 ports? Did the mouse and keyboard both fail with USB 2 too?

AndreTen said:

Perhaps time to consider making backup, but computer refuses to boot from USB. Perhaps make the DVD from Kyhi's rescue disk, start Macrium -> make backup image on external drive. Then install fresh copy of Windows on hard drive, mount image and restore files.

I may have to do that, but I'm hoping it won't come to that!

May be a silly question, but does anyone have a guess as to how much time Microsoft (assuming their update is at fault) is likely to need in order to distribute a fix for this?

I work for an IT company. We got one of these on Friday then 2 more Monday (yesterday) now 3 more today. We have tried installing other keyboards, using other ports, installing new USB card and nothing works. We have found that powering off during boot up 3 times will get you into repair mode and the keyboard works there. We can choose system restore but so far 3 said they had restore points but the restore failed, 2 said there were no restore points there at all, one of those now today says that a restore point was created last night but it will not restore to that. 2 of these machines we just rolled out last week and we created restore points when before they left our office and again once software was installed in their office. This is affecting Dell and HP for us. All Windows 10 Pro, none of the computers that were upgraded from Win 8 or 7 have had this problem. It is affecting all usb prots both version 2 and 3 for us in every case. The only solution that we can see is reloading the OS. I spent hours on the phone with Microsoft, Business support will not talk to us unless we pay $499. Residential support said that all that they can do is remote into my working PC and give me a ISO of Windows 10 from before that update, I could then load that on to each PC and instantly go in and disable the problem update before it has a chance to attack again. We are trying to save the customers from having to reload all of their software and having to reconfigure them for their networks.
I think that it would be very frustrating to be the customer who spends 8 hours labor to get all of their software reloaded then find out that the next day Microsoft released another update that fixed the flawed update and it would have fixed itself the next day.

zbook said:

These are 2 additional links:
In the first one a reply indicated that they had installed a new card on the computer to get function

Thanks, I might try that, although I'm thinking that that situation was probably somewhat different than this one, and so I'm not so sure that adding a USB card would work.

zbook said:

If you can get into the BIOS and change the boot order then you may be able to boot to a windows 10 iso

Yes, I can do that, but it has not been helpful so far.

zbook said:

If you can boot to a windows 10 iso then it is another opportunity to see if you can use keyboard or mouse.

I've done that and found that I was able to use my keyboard and mouse.

zbook said:

If you can use keyboard or mouse in the Windows recovery environment then there are possible troubleshooting options.

Yes, but I've not had any success with it so far.

zbook said:

This is the owners manual:
http://downloads.dell.com/manuals/al...uide_en-us.pdf

Thank you.

zbook said:

What happened with USB2 ports compared with USB3 ports? Did the mouse and keyboard both fail with USB 2 too?

Yes, they also failed (in Windows).

ScottInBend said:

I work for an IT company. We got one of these on Friday then 2 more Monday (yesterday) now 3 more today. We have tried installing other keyboards, using other ports, installing new USB card and nothing works. We have found that powering off during boot up 3 times will get you into repair mode and the keyboard works there. We can choose system restore but so far 3 said they had restore points but the restore failed, 2 said there were no restore points there at all, one of those now today says that a restore point was created last night but it will not restore to that. 2 of these machines we just rolled out last week and we created restore points when before they left our office and again once software was installed in their office. This is affecting Dell and HP for us. All Windows 10 Pro, none of the computers that were upgraded from Win 8 or 7 have had this problem. It is affecting all usb prots both version 2 and 3 for us in every case. The only solution that we can see is reloading the OS. I spent hours on the phone with Microsoft, Business support will not talk to us unless we pay $499. Residential support said that all that they can do is remote into my working PC and give me a ISO of Windows 10 from before that update, I could then load that on to each PC and instantly go in and disable the problem update before it has a chance to attack again. We are trying to save the customers from having to reload all of their software and having to reconfigure them for their networks.
I think that it would be very frustrating to be the customer who spends 8 hours labor to get all of their software reloaded then find out that the next day Microsoft released another update that fixed the flawed update and it would have fixed itself the next day.

I'm in the same boat, i have 3 pc's here and tried everything under the sun.

The only solution i can see is bringing my home desktop up here as it has both UEFI and ps/2 ports, plugging their drives in and uninstalling the update, then returning the drive.

AndreTen said:

One more queston devnull: did you try the top two USB ports in the back of the PC? Those should be USB 2 and should work, if hardware is OK. Also find, if you have any legacy support for UBS in BIOS. Turn it off and on...

Thanks for the good suggestions. I tried the top two USB ports but they didn't work either. Re legacy USB support in the BIOS, I looked closely but did not see any such support.

ScottInBend said:

I work for an IT company. We got one of these on Friday then 2 more Monday (yesterday) now 3 more today. We have tried installing other keyboards, using other ports, installing new USB card and nothing works. We have found that powering off during boot up 3 times will get you into repair mode and the keyboard works there. We can choose system restore but so far 3 said they had restore points but the restore failed, 2 said there were no restore points there at all, one of those now today says that a restore point was created last night but it will not restore to that. 2 of these machines we just rolled out last week and we created restore points when before they left our office and again once software was installed in their office. This is affecting Dell and HP for us. All Windows 10 Pro, none of the computers that were upgraded from Win 8 or 7 have had this problem. It is affecting all usb prots both version 2 and 3 for us in every case. The only solution that we can see is reloading the OS. I spent hours on the phone with Microsoft, Business support will not talk to us unless we pay $499. Residential support said that all that they can do is remote into my working PC and give me a ISO of Windows 10 from before that update, I could then load that on to each PC and instantly go in and disable the problem update before it has a chance to attack again. We are trying to save the customers from having to reload all of their software and having to reconfigure them for their networks.

Thanks for this very informative, albeit discouraging, post.

ScottInBend said:

I think that it would be very frustrating to be the customer who spends 8 hours labor to get all of their software reloaded then find out that the next day Microsoft released another update that fixed the flawed update and it would have fixed itself the next day.

That's exactly what I've been thinking.