Acer all-in-1 PC USB ports stopped working so no keyboard or mouse!

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  1. PaulMcI
    Posts : 8
    Windows 10
       New #1

    Acer all-in-1 PC USB ports stopped working so no keyboard or mouse!


    Not sure if this is the correct place for this to post?

    My neighbour came to me on Thursday evening (22/8/2019) to say his optical mouse had stopped working on his Acer all-in-1 PC (I look after his PC and in exchange he cuts my grass!).

    Yesterday evening (23/8/2019) I went and looked at his PC. When the PC is booting up the USB keyboard and mouse work fine but as soon as Windows begins they stop working!

    Rebooted and went into the Acer Repair screen and uninstalled the Quality Updates. Both keyboard and mouse still didn't work!

    Again in the Repair screen I rolled back the PC to the last (and only) restore point of 22/8/2019 13:48. This took some time but both keyboard and mouse still didn't work!

    Then I booted the PC in safe mode but but both keyboard and mouse not working! Safe mode reports Build 18362.19h1 - release 190318-1202.

    Any suggestions what I can try next or is it a repair install of the PC keeping my neighbour's files?


    Thanks


    Paul
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  3. Caledon Ken
    Posts : 30,178
    Windows 11 Pro x64 Version 23H2
       New #2

    Hi PaulMcl. Welcome to the TenForums @PaulMcI

    I would shutdown the PC and then disconnect from power source ( wall or UPS). With power disconnected press and hold power switch for 20 seconds.

    Power back on and try.

    Ken
      My Computer
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  4. PaulMcI
    Posts : 8
    Windows 10
    Thread Starter
       New #3

    Ken

    Tried your suggestion but now Windows 10 won't start with the error "Bad System Config Info"!


    Regards

    Paul
      My Computer
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  6. Caledon Ken
    Posts : 30,178
    Windows 11 Pro x64 Version 23H2
       New #4

    Wow, there must have been some underlying problems with that device. Powering off should in no way cause that.

    Can you enter BIOS?

    If Windows fails to start three times it should take you into the Advance Startup Options. From there you try Start Up Repair.
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  7. PaulMcI
    Posts : 8
    Windows 10
    Thread Starter
       New #5

    Sorry for the delay in responding.

    I now have my neighbour's PC so I will be able to respond more quickly from now on.

    You asked "Can you enter BIOS? ":

    Yes.

    You said "If Windows fails to start three times it should take you into the Advance Startup Options. From there you try Start Up Repair."

    Did that but it comes back quickly to say "Start-up Repair couldn't repair your PC".


    Regards

    Paul
      My Computer
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  8. zbook
    Posts : 41,462
    windows 10 professional version 1607 build 14393.969 64 bit
       New #6

    PaulMcI said:
    Ken

    Tried your suggestion but now Windows 10 won't start with the error "Bad System Config Info"!


    Regards

    Paul


    Bad System Config Info is a BSOD with bugcheck 74.
    Typically it indicates problems in the registry: missing files, corruption, etc.

    Regback used to be a fix but Microsoft needs feedback to make it readily available.
    https://support.microsoft.com/en-us/...edback-hub-app

    The most efficient method to have a working windows operating system is likely a reset save files or a reset save files equivalent.
    These require the re-installation of drivers and applications.

    If there were a backup image it could be restored or the registry hives could be copied and pasted into the problematic computer.

    Alternatively you can attempt troubleshooting steps using command line that can fix:
    drive file system, boot sector, operating system, etc. None of these steps fix registry problems.

    Also when startup repair fails it can create a file: srttrail.txt > it may have additional information about the failure


    Reset Windows 10
    Last edited by zbook; 26 Aug 2019 at 15:23.
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  9. Caledon Ken
    Posts : 30,178
    Windows 11 Pro x64 Version 23H2
       New #7

    Do you have your friend's data backed up? (Documents, Downloads, Pictures, Music)

    I would start there.

    If you don't you can create boot media to accomplish and we can provide link.

    This iso allows you to boot into a windows environment to copy data off. (second download button is 64 bit)

    Windows 10 Recovery Tools - Bootable Rescue Disk
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  10. PaulMcI
    Posts : 8
    Windows 10
    Thread Starter
       New #8

    Caledon Ken said:
    Wow, there must have been some underlying problems with that device. Powering off should in no way cause that.

    Can you enter BIOS?

    If Windows fails to start three times it should take you into the Advance Startup Options. From there you try Start Up Repair.
    Yes I can enter the BIOS.

    Tried Start UP Repair but it returned saying it couldn't repair.
      My Computer
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  12. Caledon Ken
    Posts : 30,178
    Windows 11 Pro x64 Version 23H2
       New #9

    Saw that yesterday. As zbook mention there is corruption. Likely this was what you were seeing with USB ports not working.

    So two courses of action

    1) zbook action plan

    2) get data off and clean install.

    My recommendation is get data off first. I provided link above, You make boot disk, boot and use common Windows tools to copy out data. Desktop, documents, pictures, downloads and etc.

    Once data is safe you could do reset, I would go with clean install. Clean installing gives a nice base to move forward on. You just need to know you have any licensing keys for special software like Office or Adobe.
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  13. PaulMcI
    Posts : 8
    Windows 10
    Thread Starter
       New #10

    Tried to 'Reset this PC' with the keeping the files option but it returned:

    "There was a problem resetting your PC. No changes were made."

    In a DOS window I can see my neighbour's files and I can try to copy his photos etc to an attached USB drive although I would prefer using a GUI.

    - - - Updated - - -

    I have made a bootable DVD (and also a bootable USB pen drive) using winpese-x64-14393_17.01.16.iso and it is now running on the PC.

    Using the GUI to back up my neighbour's files to a USB drive.
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