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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4687
Experience:  B.Sc. Computer Science with Honors
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I need to unstick my cursor on my gateway laptop, Gateway

Customer Question

I need to unstick my cursor on my gateway laptop
JA: Just to clarify, what's the make and model of your laptop, and what operating system are you running?
Customer: Gateway AMD NNV75S26u
JA: Have you installed any updates recently?
Customer: Updates automatically. Yes.
JA: Anything else you want the computer expert to know before I connect you?
Customer: No.
Submitted: 2 months ago.
Category: Computer
Expert:  Michelle replied 2 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 2 months ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

Please explain the problem a bit more in detail about the cursor.

Customer: replied 2 months ago.
It just stopped moving. It is stuck in the middle of the screen.
Customer: replied 2 months ago.
No. Thanks.
Expert:  Michelle replied 2 months ago.

Press and hold down the power button on the computer for 30 seconds the computer will shut down wait for 3 mins and then power it back on the cursor should start working again.

Secure Remote Assistance is an additional service which is an offer to our customers for speedy result as an expert works directly on the problem and it saves time and money.
Its totally up to you to choose or deny the service as its an "optional" service.

Expert:  Michelle replied 2 months ago.

after following the steps i gave let me know how it goes.

Customer: replied 2 months ago.
Ok. I will.
Expert:  Michelle replied 2 months ago.

Thanks

Customer: replied 2 months ago.
Need to wait another 2 minutes.
Expert:  Michelle replied 2 months ago.

Please take your time.

Customer: replied 2 months ago.
It is still stuck. Any function keys I should try?
Expert:  Michelle replied 2 months ago.

What Operating System (OS) are you running?

Customer: replied 2 months ago.
Windows 7 home edition.
Customer: replied 2 months ago.
I have tried f6 and f7 with no luck.
Expert:  Michelle replied 2 months ago.

We need to get into safe mode.

Power off the computer and wait for 60 seconds turn the computer on as it turn on and you see display on the screen immediately press the F8 for few times it will open windows advance menu use the arrow key to select safe mode and hit enter.

Customer: replied 2 months ago.
How do I get it off safe mode?
Expert:  Michelle replied 2 months ago.

i have given the steps on my last reply.

Expert:  Michelle replied 2 months ago.

Steps to go to safe mode for windows 7.

Power off the computer and wait for 60 seconds turn the computer on as it turn on and you see display on the screen immediately press the F8 for few times it will open windows advance menu use the arrow key to select safe mode and hit enter.

Customer: replied 2 months ago.
Done. I am now in the safe mode screen. Now what?
Expert:  Michelle replied 2 months ago.

click on start select search type in device manager and then click on the device manager icon.

Customer: replied 2 months ago.
Select start your computer in safe mode
?
Expert:  Michelle replied 2 months ago.

yes

Customer: replied 2 months ago.
Cannot get to the start button. Help!
Expert:  Michelle replied 2 months ago.

why what happens?

Customer: replied 2 months ago.
I hit the down arrow or the tab button and cannot get over to start
Expert:  Michelle replied 2 months ago.

press the windows button on the keyboard with launch start menu.

Customer: replied 2 months ago.
Ok. Im oin device manager. Now What?
Customer: replied 2 months ago.
Are you still there Michele?
Expert:  Michelle replied 2 months ago.

click on mouse and pointing device and remove it.

Customer: replied 2 months ago.
It says general. So hit ok?
Customer: replied 2 months ago.
Then what happens?
Expert:  Michelle replied 2 months ago.

there is a > sign next to it to expand the content under then you select the mouse driver and hit delete key or the red x on the menu top.

Expert:  Michelle replied 2 months ago.

mouse will stop working once its removed reboot the computer by pressing the power button and release it the computer will shut down.

Expert:  Michelle replied 2 months ago.

wait for 3 mins power it back on and the driver will be automatically installed once you are in windows desktop.

Customer: replied 2 months ago.
Ok. Waiting now. Hope this works.
Customer: replied 2 months ago.
It is attempting repairs now.
Expert:  Michelle replied 2 months ago.

i should work fine.

Customer: replied 2 months ago.
Ok. Still attempting repairs. Still stuck. No cursor movement!
Expert:  Michelle replied 2 months ago.

let the repair complete.

Expert:  Michelle replied 2 months ago.

Do you want me to remote connect?

Customer: replied 2 months ago.
I just selected it.
Customer: replied 2 months ago.
Cannot get to turn the internet on. Tab and arrows are not responsding
Expert:  Michelle replied 2 months ago.

try to accept the offer sent.

Customer: replied 2 months ago.
Done. But now my antivirus wont let me let you in. Hiw do I move now. Tab and arrows are not working now.
Expert:  Michelle replied 2 months ago.

boot in safe mode with networking option and then let me know i will send you a new link.

Customer: replied 2 months ago.
Ok. In safe mode with networking option
Expert:  Michelle replied 2 months ago.

Click on the remote link and as it opens the page scroll down and click on the green button "I Agree" download and run Secure Remote Assistance
Allow it to install and let it be opened. I will be able to connect then.

Customer: replied 2 months ago.
Cannot get out of the window to open the link. I have hit the download and it does not open.
Customer: replied 2 months ago.
Michelle are you there?
Expert:  Michelle replied 2 months ago.
Customer: replied 2 months ago.
I did. Nothing opened.
Expert:  Michelle replied 2 months ago.

click the windows menu button select search

type in system restore and hit enter.

Now the system restore dialog box will open.

click the round circle like radio button which says choose a different restore point and then hit the next button

on the next screen or box you will see a check box at the bottom says show more restore point.

Click on it to put a check mark on it you will get many old dates

click on one of the old date and hit next and now hit finish.

The computer will restart on its own while it restart please do not interrupt it will take around 10 mins to get you back to working windows without any problem.

Customer: replied 2 months ago.
Ok. It is working. Talk to you in 10 minutes or so.
Expert:  Michelle replied 2 months ago.

ok.

Customer: replied 2 months ago.
Ok. Now opened in safe mode with networking. Twice tried opening in normal and the screen was black. In safe mode. Says that system restore was sucessful and returned to 10/01/20+6 @ 10: 00e5pm and my files were not affected. Cursor is still not moving. Now what?
Expert:  Michelle replied 2 months ago.

do you have an external usb mouse for testing

Customer: replied 2 months ago.
But I have not used it in ages. Not charged.
Customer: replied 2 months ago.
Need to do some work ASAP. How do I get it done?
Expert:  Michelle replied 2 months ago.

usb mouse does not need charging

it just needs to be plugged into the laptop

Customer: replied 2 months ago.
It will take me awhile to find it and plug it in. Will you wait?
Customer: replied 2 months ago.
Can I get out of safe mode?
Expert:  Michelle replied 2 months ago.

sure i will

usb mouse is a wired mouse

i will wait..

Customer: replied 2 months ago.
Ok. I will get it. Give me about 10 minutes. It is on another floor.
Expert:  Michelle replied 2 months ago.

take your time.

Customer: replied 2 months ago.
No luck. The mouse has no usb connection and is pretty banged up anyway. What now? Can I get out of safe mode and still use the computer?
Expert:  Michelle replied 2 months ago.

you can get a usb mouse or a wireless mouse as the internal mouse pad is bad and its not working.

If it has been the driver then it must have reinstalled it automatically if the hardware is not failing.

Customer: replied 2 months ago.
what next?
Customer: replied 2 months ago.
Computer is not failing. How do I get into my files? Can I get out of safe mode?
Expert:  Michelle replied 2 months ago.

you will have to get mouse and then you can work on it without a problem.

Expert:  Michelle replied 2 months ago.

reboot to normal windows mode.

Customer: replied 2 months ago.
Ok. I am rebooting now. Lets hope the screen is not black!
Expert:  Michelle replied 2 months ago.

if you do not hit F8 then it will boot to windows normal mode.

Customer: replied 2 months ago.
Ok. Thanks for your help. SDoes this happen often?
Customer: replied 2 months ago.
What does F8 do
Expert:  Michelle replied 2 months ago.

F8 bring the computer into safe mode.

Expert:  Michelle replied 2 months ago.

I hope I’ve provided the information you were seeking. If you have any question feel free to ask. Please provide a rating for the service and effort.Thank you

Customer: replied 2 months ago.
I guess the mouse is damaged as a little circle I see going around the mouse with nothing happening. How do I get the Tab yo move now?
Expert:  Michelle replied 2 months ago.

when you will connect a usb or a wireless mouse the little circle will go off and to move on you can use the shift and tab keys.

Customer: replied 2 months ago.
Ok. Thanks Michelle. You have been very patient and helpful.
Expert:  Michelle replied 2 months ago.

let me know if you need any help. Thanks

Customer: replied 2 months ago.
Ok. Goodnight.
Customer: replied 2 months ago.
Thank you again.
Expert:  Michelle replied 2 months ago.

Good night.