Not recognizing keyboard or mouse

[blklablvr]

Computer boots to Windows screen but not able to use the mouse or keyboard. Error messages : Microsoft One Drive " we couldn't find the location of your One Drive Folder" also " Drive Update has detected the following device has a missing or out of date driver: Standard Sata AHCI controller drive update". Replaced both the keyboard and mouse but can't use either to use computer. Keyboard doesn't light up and curser not visible on screen. How can I update driver without the use of keyboard or mouse? Can BIOS or board that controls USB ports be bad?

[A4Apollo]

Hey there! @blklablvr, Thanks for stopping by the HP Support Forums!

I understand the USB keyboard and mouse has stopped functioning on your PC.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

Have you tried checking with a different mouse or keyboard on your PC?

As you mentioned the USB keyboard and mouse has stopped functioning and you get an error device has a missing or out of date driver on your PC.

First, try connecting the mouse and keyboard to a different USB port on your PC and check if it works.

If the keyboard and mouse are not functioning on your PC. Try few steps recommended below.

Turn off the computer and then restart it.
Press the Esc key repeatedly to see if a startup menu opens.
If a setup menu does not open, the integrated keyboard hardware is not working. The integrated keyboard in the notebook should be serviced or replaced. To continue using the notebook, connect a USB-wired keyboard to a USB port and restart the computer.
If a setup menu opens, use the arrow keys to navigate the menus. If these keys are working in the startup menu, but then fail when Windows loads, the problems might be related to the keyboard software.
Restart the computer.
In Device Manager, uninstall and reinstall the keyboard and mouse software:
In Windows, search for and open Device Manager.
Click View and select Show Hidden Devices.
Click the arrow next to Keyboards, right-click the keyboard device name, then select Uninstall to remove the device from Windows.
Continue removing device names in the Keyboards category until all device names have been uninstalled.
Restart the notebook. Right-click Start (), select Shut down or sign out, then select Restart.
Wait for the computer to restart and open Windows.

Next go to device manager again and Click the arrow next to mice and pointing device, right-click the mouse device name, then select Uninstall to remove the device from Windows.
Continue removing device names in the mouse category until all device names have been uninstalled.
Restart the notebook. Right-click Start (), select Shut down or sign out, then select Restart.
Wait for the computer to restart and open Windows.

Refer this article to further troubleshoot keyboard issues with your PC.

Refer this article to further troubleshoot mouse issues with your PC.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[blklablvr]

I understand that a recent Windows 10 update this past Tuesday caused this issue of USB devices not working! I can press the escape key upon turning on the desktop Pavilion 500  running Amd A10 processor, the mouse and keyboard work at screen launch but the choices I am confronted with are confusing. I am trying to get to Safe Mode so I can role back the computer to an earlier time before update caused this problem. How do I get into safe mode after pressing the escape key???

[A4Apollo]

@blklablvr, thanks for your quick response and time.

I appreciate your efforts for writing back to us.

As you mentioned after updating the windows to 16299.248 the keyboard has stopped functioning.

I have checked the records and found a service advisory related to the issue you have mentioned.

Please try the steps recommended below to solve your issue.

Use the Command Prompt to uninstall the update:

Turn on your PC keep tapping the F11 key on your PC to boot into recovery.

•       At the recovery screen, select Troubleshoot, then Advanced Options, and then Command Prompt. You may be asked to enter a BitLocker Recovery Key or username/password.  If prompted for a username/password, you must enter a local administrator account.
•       In the Command Prompt window, type the command listed below for your version of Windows and press ENTER.
For 32-bit versions of Windows:
dism.exe /image:c:\ /remove-package/packagename:Package_for_RollupFix~31bf3856ad364e35~x86~~16299.248.1.17
For 64-bit versions of Windows:
dism.exe /image:c:\ /remove-package/packagename:Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.248.1.17
Note: If Windows is not stored on the C: drive, replace the C: in the above commands with the appropriate drive letter.
Close the Command Prompt and click Continue to exit the Recovery Environment. Restart to enter Windows.

Also , try the steps recommended below to boot into safe mode on your PC.

When Windows fails to start properly, you might be prompted to start in recovery mode. When this happens, the Choose an option screen displays.
If the Choose an option screen does not display, shut down your computer. Turn on your computer and repeatedly press the esc key until the Startup Menu opens. Begin a System Recovery by pressing F11, then use the following steps to open Windows in Safe Mode:

If prompted, select your keyboard layout, then from the Choose an option screen, click Troubleshoot.

Click Advanced options.

Click Startup Settings. If the Startup Settings option does not display, follow the steps for starting Safe Mode in the Entering Safe Mode without access to Startup Settings section.

Click Restart.

The computer restarts and another Startup Settings screen opens showing a list of different startup options.
Choose the safe mode option you want from the Startup Settings menu:
Press the F4 key for Enable Safe Mode. Safe Mode starts Windows with a minimal set of drivers and services.
Press the F5 key for Enable Safe Mode with Networking. Safe Mode with Networking starts Windows in Safe Mode with additional network and services for accessing the Internet and other computers on your network.
Press the F6 key for Enable Safe Mode with Command Prompt. Safe Mode with Command Prompt starts Windows in Safe Mode with a Command Prompt window instead of the Windows interface. This option is generally used only by IT professionals.

Once you are in safe mode try the steps below to uninstall the update.

•    Go to Control Panel\All Control Panel Items\Programs and Features
•    Click on Installed Updates on the left 
•    Select windows update (KB4074588) and click uninstall 
•    After uninstalling the update reboot the PC.

Please mark my post as accepted solution if you feel, I have answered your query.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[blklablvr]

When I press the escape key when starting the computer, the options that appear are the following: F1 System information 

                             F2 System Diagnostics

                             F9 Boot device options

                             F10 BIOS setup

                             F12 Network Boot

The keyboard works at this point but I still do not know how to get to Safe Mode. None of the above options list safe mode when selected and trying the F11 key doesn't do anything when turning on computer nor at any other point. None of the other F keys work except the above listed ones.  How do I get to Safe mode to delete Windows update or go back in time to stop update??

[A4Apollo · Accepted solution]

@blklablvr, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

As you mentioned you still have issues booting into safe mode from your PC.

Are you using HP shipped operating system or a retail version of operating system on your PC?

Did you try the steps recommended by my previous thread?

Try the steps recommended by my previous thread to solve the keyboard issues.

Since you don't see a recovery manager when you press Esc at the startup on your PC.

Try the steps recommended below to boot into safe mode on your PC.

Click or tap the Start button, and then the Power button. Hold down the Shift key when you select Restart.
In the resulting, full-screen menu, select Troubleshoot>Advanced options>Startup Settings.
n the Startup Settings screen, tap the Restart button. The PC will reboot, and bring you to a Startup Settings screen.
Use the arrow keys on your keyboard to select Enable Safe Mode or Enable Safe Mode with Networking.

If the solution provided worked for you, please mark accepted solution for this post.

Hope to hear from you soon!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Orrere]

I am having the same issues with a HP500 - ive tried to remove the windows update via CMD - but its saying i dont have admin rights? any suggestions?

[A4Apollo]

@Orrere, thanks for your quick response and time.

I appriciate your efforts for writing back to us.

As you mentioned you are getting an error you don't have admin rights on your PC.

Try the steps recommended below to know more information about sharing admin rights.

If a standard account requires administrator privileges, you can log into any account that already has administrator privileges and change the account settings.
Sign in using an administrator account.
Click Start, and then click Settings.
Click Accounts.
Click Family & other people, and then select the user account you want to change in the Other People area.
Click Change account type.
Click the Account type drop-down menu.
Select Administrator, and then click OK.
 

Refer this article to know more information about managing user accounts.

After giving permissions try the steps from my previous thread and check if it helps.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this helps!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[blklablvr]

Had to send computer to tech person who tried using a system restore point in safe mode which didn't solve the keybooard and mouse issue. He had to back up hard drive and do a full restore of Windows.

[mdklassen]

I realize that you have already accepted a solution, but see:

Keyboard & Mouse stop working after Windows Update (February 2018)

for a Microsoft-recommend "workaround".

The above article may help other people who (later) read this thread, and thus may avoid them paying for a technician's time.