Keyboard and mouse issue

[fsantos902]

Computer powers on and shows the lockscreen, but the mouse and keyboard don’t work at all. I already tried replacing them, but no luck so im guessing it’s a problem with the computer. Any ideas on what to do?

[Jeet_singh]

@fsantos902,

Thank you for posting on HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I see from your post that you are having issues with the keyboard and mouse not working. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the computer before the issue started?

Are you using Wireless keyboard and mouse or Is it Wired keyboard and mouse?

Have you tried to use an alternate USB keyboard and mouse and check if that works?

In the meantime, let's try these steps here: 

Perform a Hard reset on the PC: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset." Use the following steps to perform a hard reset on a computer:

1. Turn off the computer completely; disconnect the power cord from the back of the computer.

2. With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.

3. Reconnect the power cord and turn on the power.

I would suggest you try to use an alternate USB keyboard and mouse and check if that helps.

If the computer boots up fine with the help of USB keyboard and the mouse then the issue is definitely to do with the wireless keyboard, you can try replacing the batteries as well as synchornizing the keyboard and the mouse.

If the computer does not boot up with the alternate keyboard and mouse then this could be a possible hardware failure. 

I will share you a private message with details. Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as Solution" from the drop-down menu on the upper right corner.

[fsantos902]

No changes were made prior to this happening. I have already tried a different wireless mouse as well as a wired one and still no change. If i go to the startup menu when i first power up the computer, the mouse and keyboard works, but as soon as i continue to the lockscreen they stop working.

[Jeet_singh · Accepted solution]

@fsantos902,

Thank you for replying,

As I understand you are having issues with the keyboard and mouse not working after startup. Don't worry as I have a few steps which should help you resolve this issue.

Turn off filter keys: 

Turn it off through Ease of Access Center.

Step 1: Go to Ease of Access Center and open Make the keyboard easier to use.

Step 2: Unselect Turn on Filter Keys and click OK.

If the issue persists, I would suggest you try these steps here:

I recommend using the F11 during the restart, if the mouse works on that screen,

Initiate a system restore to an earlier date it had been working,

If the issue persists, perform a system refresh to reset the windows settings: Click here for instructions.

The last option would be to reinstall the windows using the factory shipped image (OEM) if you used the recovery manager before and yet the issue persists, you may want to get a recovery media from HP: Click here for details.

Let me know how that pans out

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help.

[fsantos902]

Thanks for your help. I just erased everything and put it back to factory setting and everything works fine now.

[Jeet_singh]

@fsantos902,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad to hear you found the solution you were looking for.
Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂
Regards,