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flopcat98
flopcat98, Consultant
Category: Laptop
Satisfied Customers: 9077
Experience:  Consultant 30 years in nyc computer industry working with PC and networks banks brokerage legal etc.
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Help! Nothing I've tried from forums works. I have a

Customer Question

Help! Nothing I've tried from forums works. I have a satellite c55-A5387. My cursor has disappeared.
Submitted: 2 years ago.
Category: Laptop
Expert:  Quiksilver07070 replied 2 years ago.

Hello and thank you for choosing JA.

My name is ***** ***** i will be assisting you with your question.

Firstly, lets make sure i understand your question.

Your mouse cursor is no longer working, and is NOT visible on screen anywhere?

What OS are you using? WinXP, Win7, Win8, Win10.

When did the problem FIRST occur, and what were you doing at the time it occurred...if anything?

Customer: replied 2 years ago.
I cannot gind the cursor anywhere. I have Windows 8. Yesterday, I believe it was Toshiba from which I received updates.
Today when I turned the laptop on, the cursor was nowhere.
Expert:  Quiksilver07070 replied 2 years ago.

did you have a mouse installed?

On windows 8, you only get a cursor if a mouse is installed and turned on.

Expert:  Quiksilver07070 replied 2 years ago.

Some toshibas have a button you can press to turn the mouse off, and is usually the F5 key.

Try this:

press FN+F5

Meaning:

FN is function, and could be a different color, than the rest of the keys.

Expert:  Quiksilver07070 replied 2 years ago.

pressing FN and holding it down, and also pressing F5, should return the cursor.

Customer: replied 2 years ago.
No, I don't have a mouse. I've had this laptop for almost a year. I've never used a mouse. Just the touch pad
Customer: replied 2 years ago.
My cursor first appears at the login where I enter my password. One I get signed on the desktop, the cursor disappears
Expert:  Quiksilver07070 replied 2 years ago.

Does your keyboard still work, once you are at the desktop, after you log in?

Do you have a mouse you can install just temporarily to gain access? As its kinda hard to navigate through a PC without a mouse.

Customer: replied 2 years ago.
No, I don't have a mouse
Expert:  Quiksilver07070 replied 2 years ago.

Okay, lets try this.

  1. Navigate to the Start Menu or press the Windows Key and type change mouse settings in the Search field, then press Enter.
  2. In the Mouse Properties window that opens, locate your touchpad settings. They are usually under the far right tab next to Hardware (the name of the tab varies from manufacturer to manufacturer).
  3. Ensure there is a check in the box next to Enable touchpad.
  4. Adjust any other settings to your liking, then click Apply, then OK.
  5. Test your touchpad.
Customer: replied 2 years ago.
I attempted to do that already. Once in the start menu, I cannot get to the search Icon. I also tried control, alt, delete; where u brings up the task manager menu. In the task manager menu, all I see is a 4 block symbol in the upper left corner, with GWXUX next to it
Expert:  Quiksilver07070 replied 2 years ago.

after you hit the start button or the windows key......if you are using Win8....you dont NEED to see the search box......just start typing, the search box will automatically appear

Customer: replied 2 years ago.
When I entered change mouse settings, and chose "change settings on lap top mouse pad or touch pad,....it brings up Microsoft.com forum
Expert:  Quiksilver07070 replied 2 years ago.

nope....you need to choose "change mouse settings"

I realize there may be more than 1 option, but you MUST choose "change mouse settings"

NOT "change settings on lap top mouse pad or touch pad"

Make sense?

Customer: replied 2 years ago.
Okay. Once I searched change mouse settings, the window displays on far left: Chang your mouse settings
Change mouse key settings
Change mouse settings
Change mouse click settings
Change mouse wheel settings
Customize the mouse buttons
Expert:  Quiksilver07070 replied 2 years ago.

select "Change mouse settings"

Customer: replied 2 years ago.
There are actually two change mouse settings-- one has a settings wheel symbol, the other a mouse symbol. When I select the wheel symbol, mouse
Select your primary button
Left it right
Roll the mouse wheel to scroll
Multiple lines at a time
Shows on screen
Expert:  Quiksilver07070 replied 2 years ago.

Select the "change mouse settings" with the mouse picture.

NOT the wheel symbol

Expert:  Quiksilver07070 replied 2 years ago.

This should open the Mouse Properties Box.

There should be 4 tabs:

Buttons, Pointers, Pointer Options, Hardware

Customer: replied 2 years ago.
Now I get mouse and keyboard center tab highlighted among 4 others. "Click here to change Microsoft mouse settings is highlighted with dots. I cannot move the cursor anywhere. The only option is to hit rtn. When I do that, it brings up Microsoft community
Expert:  Quiksilver07070 replied 2 years ago.

Have you tried to restart your computer?

Please try this again.

Customer: replied 2 years ago.
just power down and try the steps again?
Expert:  Quiksilver07070 replied 2 years ago.

We need to restart, so if you want to power down and then power back on, thats fine.

But you MUST be sure you have RESTARTED. Some folks are a bit confused as to what that means. As the computer has options for hibernating, or sleeping. We want to RESTART. This is an option, and it is called restart verbatim

Expert:  Quiksilver07070 replied 2 years ago.

To restart:

1- Hit the windows key

2-Just start typing restart, when the option to "turn off your PC" use the arrow keys to highlight it, and hit enter.

3-Screen should change, and at the top you should see Settings, now use the arrow keys on the keyboard to get to the "Power" option, and hit enter.

4- A small submenu should appear, with 3 options. Sleep, Shut down, Restart. Use the arrow keys to highlight restart and hit enter.

Your PC should restart

Customer: replied 2 years ago.
The only way I'm able to restart bis to sign off and then to turn off the power button. After a few seconds, I turned it back on
Expert:  Quiksilver07070 replied 2 years ago.

I dont think that is a restart.....that is just singing off, and then signing back on again.

Can you follow the directions i gave you?

To restart:

1- Hit the windows key

2-Just start typing restart, when the option to "turn off your PC" use the arrow keys to highlight it, and hit enter.

3-Screen should change, and at the top you should see Settings, now use the arrow keys on the keyboard to get to the "Power" option, and hit enter.

4- A small submenu should appear, with 3 options. Sleep, Shut down, Restart. Use the arrow keys to highlight restart and hit enter.

Your PC should restart

Customer: replied 2 years ago.
Okay. Computer restarted. Want me to go through the change mouse settings again?
Expert:  Quiksilver07070 replied 2 years ago.

yes

Expert:  Quiksilver07070 replied 2 years ago.

let me know when you have the mouse properties window open

Customer: replied 2 years ago.
I'm now at the mouse properties menue whermose and key board center
Poi ters
Pointer options
Hardware
ActivitiesMicrosoft mouse and keyboard center
Click here to change ge Microsoft mouse settingsAppears in eindow
Customer: replied 2 years ago.
Mouse properties window open
Expert:  Quiksilver07070 replied 2 years ago.

select the tab that says "Pointer Options"

put a check mark in the box next to "show location of pointer when i press the CTRL key"

And then hit OK

Customer: replied 2 years ago.
I cannot move to that tab with arrow keys
Expert:  Quiksilver07070 replied 2 years ago.

use the TAB key on the keyboard

Expert:  Quiksilver07070 replied 2 years ago.

until the tab has a box around it.....then use the arrow keys to move over

Customer: replied 2 years ago.
Actually after ying with tab and arrows, got it to work
Expert:  Quiksilver07070 replied 2 years ago.

to put a check mark....it must first be selected, has a line box around it.....then hit the spacebar, and it will put a check mark in the box

Customer: replied 2 years ago.
I can't move to visibity
Expert:  Quiksilver07070 replied 2 years ago.

I can do a remote session, to see what is happening.

Customer: replied 2 years ago.
Okay I made it through that window. Brought back to desk top. Still no cursor
Expert:  Quiksilver07070 replied 2 years ago.

I dont think i can solve this in a back and forth chat window.

I think the best thing is for me to do a remote session on the computer you are having trouble with.

Customer: replied 2 years ago.
Does that cost me more?
Expert:  Quiksilver07070 replied 2 years ago.

Yes i believe so.

Expert:  Quiksilver07070 replied 2 years ago.

But you have a subscription.....so im not sure what the cost is.....the cost should be outlined in the additional offer i submitted for remote support

Expert:  Quiksilver07070 replied 2 years ago.

I cant solve this issue unless i do remote support.

Or, i can opt-out, and allow another expert to try and help you.

Your choice.

Customer: replied 2 years ago.
I don't think I have a subscription. I just did a pay per issue...
Expert:  Quiksilver07070 replied 2 years ago.

Okay, well......on my end it is asking for an additional $21 for remote support.

Customer: replied 2 years ago.
I'd like to try another technician
Expert:  flopcat98 replied 2 years ago.

Hi, I am Rob and i will do my best to help you here. If the mouse worked in the last week or so you might try a system restore to a time when it was working. Instructions below.

understand that the mouse on the laptop may just be physically broken. you can get a usb mouse for 10 or 20 bucks that just plugs in. If nothing else works that may be the cheapest and easiest solution. it would also make it much easier to do the trouble shooting to try to get the built in one working.

But you can navigate with the tab / arrow / enter key to get to almost anything without the mouse. you have to use the tabs or arrows until it is highlighted on what you want to click and then hit enter to click

System restore instructions - windows 7 8 10

hold the windows logo key and hit R
in the box that appears type

rstrui.exe

hit enter

select restore to an earlier date.

Under the "suggested restore" which is usually not old enough to help is a link for "OTHER RESTORE POINTS"
click that if the suggested ones are not BEFORE THE PROBLEM STARTED

choose a date from the calendar that is BEFORE you experienced the problem

hit ok / restore

the computer will start to shut down

a restoring settings box will appear with a status bar

when it finishes your computer will restart with the same settings it had on the date you restored to. your data will not be affected.

It is not perfect. But it fixes a lot of things.