11-12-2019 11:34 AM
Solved! Go to Solution.
11-12-2019 05:57 PM
Welcome to the forum.
I am not a HP employee.
How are you verifying your mouse works? On screen mouse pointer or LEDs on the device?
The three times restart method is a good troubleshooting technique to get to the Windows Startup Repair screen when you have a operating system problem.
It seems like you may have a hardware problem.
The cause has unlimited possibilities.
Very hard to diagnose the problem using the provided information.
Did any specific events occur immediately prior to this issue?
11-13-2019 02:21 AM
Can you verify the KB works on another PC? Is it a wired or wireless KB.
Once you can get KB working, I would 1st run F2 diagnostics on HDD & RAM and make sure they pass.
If they do then run the F11 recovery. It'll wipe all info, and you'll start from fresh, but by the sounds of the state of the OS currently, it's probs the best option to avoid future issues.
Let us know about the keyboard.
11-14-2019 02:25 PM
This past Tuesday, I attached a wireless keyboard (one that orig. came with the desktop) and it worked. I was finally able to get into the computers self diagnostic and it states it cannot fix the startup. The Logotech mouse still works as it let me point and click into the places I needed.
The computer worked great on Saturday. When the employee was in next, on Thursday, it would not recognize her sign on (which I verified she entered correctly). She stated she was getting a lot of "gross" emails but states she deleted them and did not open anything. I was able to run malware bytes and it came back clean.
This past Tuesday, I was able to get into file explorer through task manager and copy the data that was previously not backed up so that is a huge plus. So now am wondering if it is necessary to wipe the computer and start fresh. A bit concerning as I upgraded this computer to Windows 10 pro and have no cd, just downloaded from Microsoft. I can reinstall Office online once the operating system is working properly.
This computer was designated to run Adobe Pro but luckily I had not downloaded that yet.
Bottom line, either I wipe it I pay someone to look at it as I am at a loss as to what to do next.
And, Thank you for replying,
11-15-2019 12:44 AM
Wiping it is probably not a bad idea.. If you have a Windows 10 install USB stick, (if not, create one for free from the MS site)
just use that to wipe & re-install Windows 10. When prompted for a product key, say 'I don't have one" and select the CORRECT version of 10 (home, pro, etc..) Once Windows has installed, and you're connected to the internet, It'll activate automatically. You don't need a key if it's been previously licensed.