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Jins M. N.
Jins M. N., Computer Support Specialist
Category: Computer
Satisfied Customers: 2429
Experience:  Qualified Computer Professional - 12+ years experience. Expert in Computer Hardware & Graphic Design
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I uninstalled Windows 10 and reinstalled Windows 7 but now

Customer Question

I uninstalled Windows 10 and reinstalled Windows 7 but now my keyboard and mouse don't respond and I am stuck at the login screen. Have tried nearly everything for the last 6 hours. PLEASE HELP before I throw this broken thing into the lake!
Submitted: 12 months ago.
Category: Computer
Expert:  Cody replied 12 months ago.

You can try unplugging everything connected to the PC. Then only plug in the keyboard and power it on to test.

Do you have any other keyboards/mouse to test?

Customer: replied 12 months ago.
Did that, doesn't work. New mouse and keyboard have same problem. Tried using install and recovery disks, they won't auto run
Customer: replied 12 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Cody replied 12 months ago.

Whats the make/model of the PC?

Customer: replied 12 months ago.
Mouse and keyboard ONLY WORK during boot screen options
Customer: replied 12 months ago.
Hard drive is Thermaltake. Motherboard is asus
Expert:  Cody replied 12 months ago.

Can you get into BIOS? Usually F1 on startup.

Customer: replied 12 months ago.
Can get to Windows error recovery but all modes have same problem
Expert:  Cody replied 12 months ago.

We want to get to BIOS screen, does it show up as an option on startup?

Try hitting F1 repeatedly on startup, if that does not work try F8 on startup and enter safe mode.

Customer: replied 12 months ago.
Can get to f8...f1 doesn't do anything...but repair computer option does not work
Customer: replied 12 months ago.
Tried disable driver enforcement but that didn't work either
Expert:  Cody replied 12 months ago.

Is this a custom PC or what is the brand?

Customer: replied 12 months ago.
Hit f1 20 times
Custom pc
Now I have Windows boot manager screen
Customer: replied 12 months ago.
Windows 7 is only option
Same problem
Customer: replied 12 months ago.
Altf2 doesn't fix it either
Memory diagnostic ran for 2 hours, fou,d no probs
Customer: replied 12 months ago.
Last,known good configuration doesn't work
Expert:  Cody replied 12 months ago.

try F2 repeatedly, and if that doesn't get to BIOS go up to F3.. F4..etc.

Customer: replied 12 months ago.
These are the only options on bios screen (attached)
Customer: replied 12 months ago.
F2, f3, f4 only pull Windows boot manager
Customer: replied 12 months ago.
Windows boot manager screen
Customer: replied 12 months ago.
This is the Alt F2 screen
Customer: replied 12 months ago.
F5, f6, f7...nothing
Customer: replied 12 months ago.
This is the f8 boot menu
Customer: replied 12 months ago.
This is bios setup
Customer: replied 12 months ago.
I am going crazy.
Expert:  Cody replied 12 months ago.

Looking for bios update

Expert:  Cody replied 12 months ago.

Can you download latest bios here and put it on a flash drive? https://www.asus.com/support/Download/1/24/42/11/kprOtsIQXLuQ0UxE/30/

Customer: replied 12 months ago.
It will take a few minutes but even if I can, I cannot access any screen that would allow me to access the flash drive. Here are the 2 disks I have tried that don't work. Give me a few minutes to try to download
Expert:  Cody replied 12 months ago.

mouse/keyboard work within BIOS don't they?

Expert:  Cody replied 12 months ago.
Customer: replied 12 months ago.
but only if using one of the 4 options
Customer: replied 12 months ago.
When I go to the 1st bios link you gave, there are 41 files. Which do I need?
Customer: replied 12 months ago.
Under driver & tools there are 41 files. Under cpu support I am most.
Memory device support has 13 files
Expert:  Cody replied 12 months ago.

Bios --> Version 0311

Customer: replied 12 months ago.
The steps to update Bios link is for notebooks, not desktops.
Loaded the first link's file,on a flash drive. Taking it,to,the broken computer. Now what?
Expert:  Cody replied 12 months ago.

on bios screen go to advanced and see if this is a spot that says update bios

Customer: replied 12 months ago.
No, this is what is on the advanced tab and main tab
Expert:  Cody replied 12 months ago.

ok go to the Alt + F2 screen

Expert:  Cody replied 12 months ago.

see if you can see the flash drive, navigate to bios firmware and update it

Customer: replied 12 months ago.
Can you please call
XXX-XXX-XXX
I cannot even see the flash drive
Expert:  Cody replied 12 months ago.

No free atm, so it's not recognizing flash drive or keyboard/mouse post bootup.

Do you have anything that needs recovered from the hard drive, is reinstalling Windows an option?

Customer: replied 12 months ago.
Just rechecked the flash drive on another computer. Can't download from the website anything but WinZip ads. Not even directly onto my other computer. Trying to download WinZip and try again. Reinstalling Windows if I can keep my current files would be ideal.
Customer: replied 12 months ago.
Ok, I can put the zipped file on the flash drive now but it won't open with anything on my other computer because Windows doesn't recognize the file,type.
Expert:  Cody replied 12 months ago.

you must have Windows XP, that's only OS that won't recognize it.

The broken computer won't recognize the flash drive within the Alt F2 screen?

If we can burn a Windows 7 DVD, we can reinstall Windows and keep the old files in a folder C:\Windows.old

Customer: replied 12 months ago.
ROM File is incompatible with existing BIOS!
This is the message when I try to access the flash drive now
Customer: replied 12 months ago.
Are you still there?
Customer: replied 12 months ago.
Cody,
I know it is late but your response times are getting longer and longer and we aren't getting anywhere. I accidentally paid in full when I tried to pay the deposit but I am no better off than when we started. Please refer me to another specialist.
Expert:  Jins M. N. replied 12 months ago.

Hello Sir/Madam. Thank you very much for giving us an opportunity to help you. I am Jins here to assist you. Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.

I checked your conversation with the previous expert. I think the problem is with the USB drivers. Please connect a PS2 keyboard and PS2 mouse. Then restart the computer. It will detect the mouse and keyboard. Then you can update the USB drivers and can use your USB keyboard and mouse.

Regards
Jins

Customer: replied 12 months ago.
Thank you. I brought the computer to a specialist and it is repaired now. I don't have any PS products. However I appreciate you offering to asist.