For Online Computer Support, Ask a Computer Technician
I cannot get any mouse of mine to work on my PC.
computer OS is actually windows 8.
My name is XXXXX XXXXX I'll be assisting you with this issue.
PLEASE NOTE: If this chat is idle for 5 minutes (no messages received by either party) it times out. If you do login to this chat and it appears I'm offline, please leave me a message here and I'll connect as soon as I can.
just confirming is that an external mouse or it's the mouse pad
it is an external mouse, yes
ok can you tell me the brand of the mouse
there are two mouses not working: one a Kensington wired mouse and one a Logitech M325 wireless mouse
both mouse work on my macbook, dont work on my PC.
ok so it's an issue with the Operating system
can you connect the logitech
to the pc
on a port you haven't plugged it in before
I tried all the USB ports. the receiver is currently plugged into one of the USB ports
ok what about the keyboard
is it also usb?
this is a laptop, keyboard is build in
Oh I see
can you tell me the brand and model of the laptop
trackpad is also working
here are all the relevant specs:
Operating System: Windows 8 64-bit (6.2, Build 9200) (9200.win8_gdr.130531-1504)
System Manufacturer: ASUSTeK COMPUTER INC.
System Model: G46VW
Processor: Intel(R) Core(TM) i5-3210M CPU @ 2.50GHz (4 CPUs), ~2.5GHz
Memory: 8192MB RAM
Available OS Memory: 8078MB RAM
Page File: 2128MB used, 7164MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
DxDiag Version: 6.02.9200.16384 64bit Unicode
do you have a USB thumb drive
yes i do
can you plug this in
to see if it work
this will help me narrow down the problem
Yes, I plugged in the thumb drive and it works. can access all files on it, etc.
ok so it sounds like it's not related to the usb ports
can you go here <click here>
on the left hand side select windows 8
then click the blue download button
yes, I am in the process
i did so
when I run the application it says: "there is no Unifying receiver plugged into your computer..."
do you have the logitech mouse plugged in?
when I go to view devices from control panel however, the logitech unifying receiver is listed
yes, I have the receiver plugged in. the logitech mouse is wireless.
is that the only usb device currently plugged in?
let's see if we can try to fix the usb host controller issue as it could be related
can you go here: <click here>
download the first one
ok run it and install it
i ran the set up and it said this computer doesnt meet the minimum requirements for installing the software...
thats odd, this computer is fairly new
could it be a windows 8 thing?
yes you have windows 8
let me find one for windows 8
ok try this site <click here>
follow the instructions on that page and you should also see the download link
same thing happened
think it might have redirected me right back to the other site
okay i see
hold on more to do
you need the two .inf files
on that step
sorry, part of that instruction shutdown my computer
can you save/bookmark this page
or save this link somewhere http://www.justanswer.com/computer/7wfuf-cannot-mouse-mine-work-pc.html
ok restart and then please come back here
talk to you soon
i've opened this page on my mac so i can be in contact while working on my PC
i got stuck on a part
ok which one?
When the machine starts, select “Disable driver signature enforcement”. Your machine will start with Driver signing enforcement disabled until the next reboot. Once logged in, open Device Manager (win + r “devmgmt.msc”) and locate the entry under Other devices for an Unknown device, to find the correct one, double click on the entry for the unknown device view the details tab. Make sure it has the VID_8086
cannot find an "other devices" option
ok that probably means it got installed under the Universal Serial Bus Controllers
can you expand Univeral Serial Bus Controllers
and do you see Interl (R) USB 3.0 extensible host controller
is the usb mouse connected now?
can you please connect and test
yeah, its not working
when you plug in the mouse
whenever i plug it in a little thing pops up from my notification bar saying Asus InstantOn etc.etc.
do you now see Other Devices?
but thats it
actually i see it in Mice and other pointing devices
do you see the Mouse listed under that?
how many do you see?
when i remove it that option goes away
one for my trackpad though
are you still there?
can you connect both of the external mouses
at the same time
and see if you get 3 HID-compliant mouse
well I get 2
and then a third
that says Microsoft PS/2 Mouse
which i assume is the trackpad
was microsoft ps/2 mouse there before?
its always there
so when you have 2 external mouses plugged in
you only get 2 HID compliant and Microsoft PS/2 mouse
can you press the windows key and R
and then type msconfig
by the way
did the mouse issue just happen recently?
2 days ago
so it was working before?
yes. for about 7 months now i have been using the kensington wired mouse. when it stopped working i thought it was a problem with the mouse, so i bought the logitech
but neither work.
ok lets do a system restore
from about 2 days ago
i have loaded up system configuration
can you type restore point in the search
then an option create a restore point will be listed
i dont see a search in the ststem xonfiguration
you mean in windows key + r?
it opens up a file in computer>OS:C>Windows>system 32>restore
with only a txt document called Machine Guid
ok that's not it
let me find something with pictures
that may help
try to restore to a point that you know it was working
alright. im restoring now
ok no problems
now it says its restoring the registry
yes thats fine
its restarting now
looks like its the final steps
back to my desktop
plugging in my mouse now
kensington is working, now im plugging in my logitech
when i plugged in the logitech the install popped up but then it stopped loading
im going to install the logitech program we began with and see if tht works
yeah it still says there is no unifying receiver plugged in
even though there is
is the kensington mouse still working?
after installing the logitec software
in my computer it says troubleshooting required
so now it sounds like its a logitec problem
for "USB-IF xHCI USB Host Controller"
when you received this error message
does the kensington still work?
the logitec is the one you recently purchased?
If the kensington is now working
you won't need the logitec or do you intend to keep it?
i do, i would prefer to transition to a wireless mouse (kensington is not, logitech is)
when you plug the logitech into the mac it works fine?
ok in windows
if you go to Devices and Printers
for some reason under drivers it had "motionjoy" listed, a program used to manage Video Game controllers on my PC
I uninstalled that driver then plugged it in again
now it popped up 4 "device set up" screens that all say they are installing the device
but they've stopped around 10% in
did you see Logitech unifying receiver on the list?
on which list,
in the devices?
yes in devices
so it's listed there?
is not currently after i removed it
its not showing up again
ok when you ran the install for the software
did you right click and select Run as Administrator?
no i will try that
same problem still
logitech unifying receiver is now showing up on my devices list
it has that motion joy driver again when i click properties on it
what should I do? im certain this driver is the problem
okay i uninstalled the driver and removed the receiver then replugged it in
its working now
what did you do differently this time?
did Run as Administrator make a difference?
I think I may have been putting it in a USB 3.0 slot
when it needs to be in a USB 2.0
does that make sense?
where did you plug the kensington
USB3 are the blue ones
the kensington works in all of the USB ports
as long as it works now
both the logitech and the kensington
I have both working yes
if you could rate my services that will be great
have a great weekend
bonuses are much appreciated