Hi my name is XXXXX XXXXX I will be assisting you today.
If this is the first time you have seen this problem, please hold the power button down on your laptop for about 10 seconds until it turns off. You should then remove your laptop from power and pull the battery as well.
Leave it off for about 1 minute, then plug it back in and turn it on.
You should see that the laptop is working again like normal.
Nope, didn't work. When this happened weeks ago the solution was something like shiftF9.
So when you powered the computer off, and back on again, the curser was still frozen?
So the computer turns on like normal you just can't move the mouse?
Have you tried an external USB or wireless mouse? It sounds like your touchpad is having issues
Is there one from a desktop you can borrow?
No, don't have one.
Are you on another laptop now?
Okay, if there was a key combination that made it work it was likely a toggle for your touchpad on or off. It also likely used the Fn key or Function key and not shift
can you tell me the service tag number on the bottom of your laptop?
36477115813 express service tag
hmmm..do you have just a Service Tag? it's different
nevermind this worked.
Fn + F3
or Fn + F2
It should be one of those.
did it work?
Did not work....interestingly, cursor works in Safe Mode
In Safe Mode, the touchpad driver is not loaded
This means you have likely disabled the touchpad driver by accident.
I mean the touchpad.
OK, now what
You should boot to safe mode with networking and download the most recent touchpad driver for your machine. Do you have 32 or 64 bit?
Try this: http://www.dell.com/support/drivers/us/en/04/DriverDetails/DriverFileFormats?DriverId=DNJM9&FileId=2731096203
You can reinstall the driver then it should work.
You may also be able to click Start, right click on computer and select Manage
then click Device Manager
find Mouse or input devices and uninstall any driver you find there. Then reboot to normal mode.
This can also reset the driver and make the touchpad work again
How's it going?
No luck. I can't get to the web to download the driver
Can you download it on this computer and copy to the other with a burned CD or flash drive?
No luck. I cannot get to web to download driver
No luck. I cannot get to the web to download the driver
Did you otherwise try deleting the existing driver?
no ...can't access web
OK...lost you for a moment. I will try to download it and move with flashdrive
Also you can delete the current driver in Device Manager without being online.
OK give me 10 minutes. Do you want to stay with me or can I reconnect somehow?
I can try to stay.
nothing works...Dell has a keypad enable/disable button on the keyboard. this button works in safe mode but not in normal. i am talking to dell.
dell fixed it
How did they fix?
told me to toggle enable button in safe mode, then try normal....it worked
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