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HP Recommended
HP Pavilion All-in-One - 24-xa0097nf
Microsoft Windows 11

Hello,

I started with the issue "Cannot disable HP PC hardware diagnostic tool on startup" and followed the instructions from this post:

https://h30434.www3.hp.com/t5/Notebook-Boot-and-Lockup/Cannot-disable-HP-PC-hardware-diagnostic-tool...

This did not solve the problem but created another one: now I have lost both my mouse & keyboard

For an unknow reason, the "HP PC hardware diagnostic tool on startup" issue has finally disappeared and I do have the Windows 11 front page, but still no keyboard nor mouse.

During start up, before the launch of Windows11, I see the green light of my keyboard but it disappears after a few seconds and the keyboard is disabled.

Since I have no mouse as well, I don't know what to do

Thank you in advance for your help

Richard

 

7 REPLIES 7
HP Recommended

hi

If you get a message on startup, there may be a hardware problem.
the goal, not being to deactivate, but to test the computer following the messages, normally
in the link you give, it says to use the system microsoft restore
but if the computer has a problem, it can actually be a failure

 

please perform the hardware tests
everything is explained in this link

 

HP PCs - Testing for Hardware Failures | HP® Customer Support

 


An example of a failed test with Contact HP option

 

you may have an error code , failure ID (24-digit code) , as shown

if so, just give this code here

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Attention
A bios update is not without risk!
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Desktop-Knowledge-Base
Windows 11 22h2 inside , user

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HP Recommended

Hi,

Thank you for this feeback

At the time I was blocked on the "HP PC hardware diagnostic tool" (my initial problem), I ran all possible hardware tests and no hardware failure was detected. 

I do not get any message on start up. It takes me to the usual Windows front page (date, time, picture...) but both keyboard & mouse are disabled

I tried with a different keyboard/mouse and same issue

If I enter the BIOS menu (F10) before the start of Windows 11, my keyboard is working fine

Help welcome

Thank you

HP Recommended

have you tried from another usb port?

--------------------------------------------- Signature ---------------------------------------------
Please remember to mark the answers this can help other users
please click on the accept as solution button if message provided an answer to the problem

was this reply helpful , or just say "thank you " ? Click on the yes button
Attention
A bios update is not without risk!
Be aware that if you are offered to do so, it will be at your own risk, the computer may become unusable, think about it



Desktop-Knowledge-Base
Windows 11 22h2 inside , user

------------------------------------------------------------------------------------------------------------
HP Recommended

 

Yes, I tried several ports, several hardware, live plug/unplug...

 

HP Recommended

In this case tell me everything you have already tried, otherwise we will continue to repeat ourselves
can you restart with f11 and in safe mode?

https://support.hp.com/gb-en/document/ish_5000477-5000532-16

 

https://support.hp.com/fr-fr/document/c06409772

Système d’exploitation
Windows 10 Famille 64

the computer is original with windows 10 according to this
When did the problems start?

--------------------------------------------- Signature ---------------------------------------------
Please remember to mark the answers this can help other users
please click on the accept as solution button if message provided an answer to the problem

was this reply helpful , or just say "thank you " ? Click on the yes button
Attention
A bios update is not without risk!
Be aware that if you are offered to do so, it will be at your own risk, the computer may become unusable, think about it



Desktop-Knowledge-Base
Windows 11 22h2 inside , user

------------------------------------------------------------------------------------------------------------
HP Recommended

Go to the Start Menu, type msconfig in the search box, and press Enter.
Click on the Boot tab.
Un-check the Safe boot check box under Boot options.

 

Hope You Find This Useful,

Peter

HP Recommended

""

I do not get any message on start up. It takes me to the usual Windows front page (date, time, picture...) but both keyboard & mouse are disabled

I tried with a different keyboard/mouse and same issue ""

 

 

--------------------------------------------- Signature ---------------------------------------------
Please remember to mark the answers this can help other users
please click on the accept as solution button if message provided an answer to the problem

was this reply helpful , or just say "thank you " ? Click on the yes button
Attention
A bios update is not without risk!
Be aware that if you are offered to do so, it will be at your own risk, the computer may become unusable, think about it



Desktop-Knowledge-Base
Windows 11 22h2 inside , user

------------------------------------------------------------------------------------------------------------
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