Hi! My name is*****'ll be assisting you today.
You said it won't go past the sign in page and your mouse isn't responding?
What have you done to resolve the issue on your own?
Yes, I am here. It may take me a minute but I am here.
Let's start with something simple. Have you tried plugging the external mouse into a different USB port to see if you can use it?
If I were to remote into your system, yes it would be an extra fee, but if you can't login to your system, we wouldn't be able to connect anyway.
You said the mouse works fine, will it let you click into the sign in area to sign in at all?
Hmm. I am going to give another expert a go at this as I am stepping out soon. This is at no extra cost to you at all. Please stand by.
Hello, do you still need help with this request? If so, I can help you now. Please tell me if you are running Windows 8 or 10.
Please try this test procedure. Shutdown the computer and remove the battery. Then , plug in the AC adapter, and attempt to power on. Let me know the results. Thanks.
Yes, that is why I suggested to remove the battery. This would exit the sleep state.
You can ask for a refund if you wish, but I won't get any credit for time spent helping you.