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Booting-- opens to login screen. External USB mouse works.

Customer Question
Booting-- opens to login...

Booting-- opens to login screen. External USB mouse works

Technician's Assistant: What's the brand, model, and Operating System (OS) of your computer?

Touchpad and keyboard are dead. No way to login

Technician's Assistant: What have you tried so far with your computer?

Asus running Windows 10. Tried plugging in external keyboard, also dead.

Submitted: 6 months ago.Category: Computer Hardware
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Answered in 56 minutes by:
12/28/2017
Computer technician: Isaac Franklin, Support Technician replied 6 months ago
Isaac Franklin
Isaac Franklin, Support Technician
Category: Computer Hardware
Satisfied Customers: 1,943
Experience: Technical Support Coach at Liberty Tax Service
Verified

Hi, my name is ***** ***** welcome to JustAnswer. I'll be the one to assist you with your question regarding your windows 10. I apologize for the extended wait time you experienced, I've only just come online now and would like to assist you with your question."

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Computer technician: Isaac Franklin, Support Technician replied 6 months ago

How long has this been happening?

Take out everything external other than keyboard and mouse, then do this.

Unplug the computer from the wall and take out the battery if applicable while the pc is on.
(only skip battery portion if you are on desktop or non removable battery on a laptop. Do the rest)
Hold down the power button for a full minute.

Put battery back in if applicable for your model, plug back into wall and restart normally.

Try to log in for me. If you cannot, we will try safemode next.

Please reply back with results.

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Customer reply replied 6 months ago
Hi Isaac. Just figured out accessibility feature lets me open virtual keyboard on screen. Have been able to log in. But hardware still not working
Customer reply replied 6 months ago
I'm chatting with you via mobile phone
Computer technician: Isaac Franklin, Support Technician replied 6 months ago

When did this happen? Exactly if possible. It sounds like a driver at this point if all your usb ports are not working.

Are you able to navigate now with the 'on screen mouse' keyboard?

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Customer reply replied 6 months ago
Have opened settings / mouse/ additional mouse options. Notice hardware "Asus support device error. Properties status: Windows cannot start this hardware device because it's configuration information (in the registry) is incomplete or damaged. (Code 19)
Computer technician: Isaac Franklin, Support Technician replied 6 months ago

When did this happen? Exactly if possible. It sounds like a driver at this point if all your usb ports are not working.

Are you able to navigate now with the 'on screen mouse' keyboard?

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Customer reply replied 6 months ago
On screen keyboard closed during login. Not sure where/ how to reopen. USB mouse is my only option.
Computer technician: Isaac Franklin, Support Technician replied 6 months ago

Please only answer what i am asking. I have asked 3xs. I am trying to help you, but i need to know this answer.

When did this happen? Exactly if possible.

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Customer reply replied 6 months ago
Have reopened on screen virtual keyboard.
Computer technician: Isaac Franklin, Support Technician replied 6 months ago

Please only answer what i am asking. I have asked 3xs. I am trying to help you, but i need to know this answer.

When did this happen? Exactly if possible.

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Customer reply replied 6 months ago
Was trying to disable touchpad. 1. Tried to update drivers. After a long pause, got a message that update failed. Then selected to rollback drivers. Then rebooted to dead touchpad and keyboard.
Computer technician: Isaac Franklin, Support Technician replied 6 months ago

You will not answer my questions to help you with the solution i believe that will fix your issue. I am going to opt out and see if another expert can assist you in a better manner.

Please standby.

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Customer reply replied 6 months ago
My response immediately prior to this one was in answer to your question.
Computer technician: Pete, Computer Expert replied 6 months ago
Pete
Pete, Computer Expert
Category: Computer Hardware
Satisfied Customers: 20,385
Experience: CISCO certified computer and networking expert.
Verified

Hello, I see the previous expert has left the conversation.

My name is***** will try my best to help you with your question.

On what day and time did this happen?

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Customer reply replied 6 months ago
Thanks, ***** ***** resolved the issue: verified drivers were up to date, therefore registry entries were likely in error. Restored to prior build and all is well. Thanks.
Computer technician: Pete, Computer Expert replied 6 months ago

Glad to hear you got it resolved!

Happy New Year! :)

Pete.

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