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Marco
Marco, IT Consultant
Category: Computer
Satisfied Customers: 688
Experience:  10+ years of experience as an IT Consultant.
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I cannot get any mouse of mine to work on my PC.

Resolved Question:

I cannot get any mouse of mine to work on my PC.


 


computer OS is actually windows 8. 

Submitted: 1 year ago.
Category: Computer
Expert:  Marco replied 1 year ago.

businesslegions :

Hi there,

businesslegions :

My name is XXXXX XXXXX I'll be assisting you with this issue.

businesslegions :

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.

businesslegions :

just confirming is that an external mouse or it's the mouse pad

Customer:

it is an external mouse, yes

businesslegions :

ok can you tell me the brand of the mouse

Customer:

there are two mouses not working: one a Kensington wired mouse and one a Logitech M325 wireless mouse

Customer:

both mouse work on my macbook, dont work on my PC.

businesslegions :

ok so it's an issue with the Operating system

businesslegions :

can you connect the logitech

businesslegions :

to the pc

businesslegions :

on a port you haven't plugged it in before

Customer:

I tried all the USB ports. the receiver is currently plugged into one of the USB ports

businesslegions :

ok what about the keyboard

businesslegions :

is it also usb?

Customer:

this is a laptop, keyboard is build in

businesslegions :

Oh I see

businesslegions :

can you tell me the brand and model of the laptop

Customer:

trackpad is also working

Customer:

here are all the relevant specs:

Customer:

Operating System: Windows 8 64-bit (6.2, Build 9200) (9200.win8_gdr.130531-1504)


System Manufacturer: ASUSTeK COMPUTER INC.


System Model: G46VW


BIOS: G46VW.205


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

businesslegions :

ok thanks

businesslegions :

do you have a USB thumb drive

Customer:

yes i do

businesslegions :

can you plug this in

businesslegions :

to see if it work

businesslegions :

this will help me narrow down the problem

Customer:

Yes, I plugged in the thumb drive and it works. can access all files on it, etc.

businesslegions :

ok so it sounds like it's not related to the usb ports

businesslegions :

can you go here <click here>

businesslegions :

on the left hand side select windows 8

businesslegions :

then click the blue download button

Customer:

yes, I am in the process

Customer:

i did so

Customer:

when I run the application it says: "there is no Unifying receiver plugged into your computer..."

businesslegions :

do you have the logitech mouse plugged in?

Customer:

when I go to view devices from control panel however, the logitech unifying receiver is listed

Customer:

yes, I have the receiver plugged in. the logitech mouse is wireless.

businesslegions :

is that the only usb device currently plugged in?

Customer:

yes

businesslegions :

ok

businesslegions :

let's see if we can try to fix the usb host controller issue as it could be related

businesslegions :

can you go here: <click here>

Customer:

yes

businesslegions :

download the first one

Customer:

i did

businesslegions :

ok run it and install it

Customer:

i ran the set up and it said this computer doesnt meet the minimum requirements for installing the software...

Customer:

thats odd, this computer is fairly new

Customer:

could it be a windows 8 thing?

businesslegions :

yes you have windows 8

businesslegions :

let me find one for windows 8

Customer:

okay

businesslegions :

ok try this site <click here>

businesslegions :

follow the instructions on that page and you should also see the download link

Customer:

same thing happened

Customer:

think it might have redirected me right back to the other site

Customer:

okay i see

Customer:

hold on more to do

businesslegions :

yes

businesslegions :

you need the two .inf files

Customer:

on that step

businesslegions :

ok

Customer:

hello,

businesslegions :

yes

Customer:

sorry, part of that instruction shutdown my computer

businesslegions :

ok

businesslegions :

can you save/bookmark this page

businesslegions :

or save this link somewhere http://www.justanswer.com/computer/7wfuf-cannot-mouse-mine-work-pc.html

Customer:

bookmarked

businesslegions :

ok restart and then please come back here

Customer:

okay

businesslegions :

talk to you soon

Customer:

i've opened this page on my mac so i can be in contact while working on my PC

businesslegions :

on great

businesslegions :

clever thinking

Customer:

i got stuck on a part

businesslegions :

ok which one?

Customer:

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

Customer:

cannot find an "other devices" option

businesslegions :

ok that probably means it got installed under the Universal Serial Bus Controllers

businesslegions :

can you expand Univeral Serial Bus Controllers

businesslegions :

and do you see Interl (R) USB 3.0 extensible host controller

Customer:

yes i do

businesslegions :

ok

businesslegions :

is the usb mouse connected now?

Customer:

no

businesslegions :

ok

businesslegions :

can you please connect and test

Customer:

yeah, its not working

businesslegions :

when you plug in the mouse

Customer:

whenever i plug it in a little thing pops up from my notification bar saying Asus InstantOn etc.etc.

businesslegions :

do you now see Other Devices?

Customer:

but thats it

Customer:

no

Customer:

actually i see it in Mice and other pointing devices

businesslegions :

yes

Customer:

HID-compliant mouse

businesslegions :

do you see the Mouse listed under that?

businesslegions :

how many do you see?

Customer:

2

Customer:

when i remove it that option goes away

Customer:

one for my trackpad though

businesslegions :

ok

businesslegions :

are you still there?

Customer:

yes

businesslegions :

ok

businesslegions :

can you connect both of the external mouses

businesslegions :

at the same time

businesslegions :

and see if you get 3 HID-compliant mouse

Customer:

well I get 2

Customer:

and then a third

Customer:

that says Microsoft PS/2 Mouse

Customer:

which i assume is the trackpad

businesslegions :

was microsoft ps/2 mouse there before?

Customer:

yes

Customer:

its always there

businesslegions :

ok then

businesslegions :

so when you have 2 external mouses plugged in

businesslegions :

you only get 2 HID compliant and Microsoft PS/2 mouse

Customer:

yes exactly

businesslegions :

ok

businesslegions :

can you press the windows key and R

businesslegions :

and then type msconfig

businesslegions :

by the way

Customer:

yes

businesslegions :

did the mouse issue just happen recently?

Customer:

2 days ago

businesslegions :

so it was working before?

Customer:

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

Customer:

but neither work.

businesslegions :

ok lets do a system restore

businesslegions :

from about 2 days ago

Customer:

i have loaded up system configuration

businesslegions :

can you type restore point in the search

businesslegions :

then an option create a restore point will be listed

Customer:

i dont see a search in the ststem xonfiguration

Customer:

you mean in windows key + r?

businesslegions :

yes

businesslegions :

sorry

Customer:

it opens up a file in computer>OS:C>Windows>system 32>restore

businesslegions :

ok

Customer:

with only a txt document called Machine Guid

businesslegions :

ok that's not it

businesslegions :

let me find something with pictures

businesslegions :

that may help

Customer:

okay thanks

businesslegions :

<click here>

businesslegions :

try to restore to a point that you know it was working

Customer:

ooh okay

Customer:

alright. im restoring now

businesslegions :

ok great

Customer:

still initializing

businesslegions :

ok no problems

Customer:

now it says its restoring the registry

businesslegions :

yes thats fine

Customer:

its restarting now

Customer:

looks like its the final steps

businesslegions :

ok great

Customer:

back to my desktop

Customer:

plugging in my mouse now

Customer:

kensington is working, now im plugging in my logitech

Customer:

when i plugged in the logitech the install popped up but then it stopped loading

Customer:

im going to install the logitech program we began with and see if tht works

businesslegions :

ok great

Customer:

yeah it still says there is no unifying receiver plugged in

Customer:

even though there is

businesslegions :

is the kensington mouse still working?

businesslegions :

after installing the logitec software

Customer:

yes

Customer:

in my computer it says troubleshooting required

businesslegions :

so now it sounds like its a logitec problem

Customer:

for "USB-IF xHCI USB Host Controller"

businesslegions :

when you received this error message

businesslegions :

does the kensington still work?

Customer:

yes

businesslegions :

the logitec is the one you recently purchased?

Customer:

yes

businesslegions :

If the kensington is now working

businesslegions :

you won't need the logitec or do you intend to keep it?

Customer:

i do, i would prefer to transition to a wireless mouse (kensington is not, logitech is)

businesslegions :

when you plug the logitech into the mac it works fine?

Customer:

yup. immediately

businesslegions :

ok in windows

businesslegions :

if you go to Devices and Printers

Customer:

yes

Customer:

okay

Customer:

for some reason under drivers it had "motionjoy" listed, a program used to manage Video Game controllers on my PC

Customer:

I uninstalled that driver then plugged it in again

Customer:

now it popped up 4 "device set up" screens that all say they are installing the device

Customer:

but they've stopped around 10% in

businesslegions :

did you see Logitech unifying receiver on the list?

Customer:

on which list,

Customer:

in the devices?

Customer:

yes

businesslegions :

yes in devices

businesslegions :

so it's listed there?

Customer:

is not currently after i removed it

Customer:

checking again

Customer:

its not showing up again

businesslegions :

ok when you ran the install for the software

businesslegions :

did you right click and select Run as Administrator?

Customer:

no i will try that

Customer:

same problem still

Customer:

however

Customer:

logitech unifying receiver is now showing up on my devices list

Customer:

it has that motion joy driver again when i click properties on it

Customer:

what should I do? im certain this driver is the problem

Customer:

okay i uninstalled the driver and removed the receiver then replugged it in

Customer:

its working now

businesslegions :

ok great

businesslegions :

what did you do differently this time?

businesslegions :

did Run as Administrator make a difference?

Customer:

I think I may have been putting it in a USB 3.0 slot

Customer:

when it needs to be in a USB 2.0

Customer:

does that make sense?

businesslegions :

yes

businesslegions :

where did you plug the kensington

businesslegions :

USB3 are the blue ones

Customer:

anywhere

Customer:

the kensington works in all of the USB ports

businesslegions :

I see

businesslegions :

as long as it works now

businesslegions :

both the logitech and the kensington

Customer:

yeah, agreed

Customer:

I have both working yes

businesslegions :

:)

businesslegions :

if you could rate my services that will be great

businesslegions :

have a great weekend

businesslegions :

bonuses are much appreciated

Customer:

thank you

Marco, IT Consultant
Category: Computer
Satisfied Customers: 688
Experience: 10+ years of experience as an IT Consultant.
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