Locked up USB ports

[FRGalatz]

This "All-In-One" PC has only USB device ports.  I have had two other issues with one USB controller and affilliated ports locking up but have successfully moved devices to other USB ports, been able to log on, run Device Mgr and re-ENABLE ports.  All is then fine.

PC now successfully starts WINDOWS 10 but will not accept and mose or keyboard activit so cannot log on from any USB port.  Mose and keyboard work fine in recovery mode, but none of the recover options work at all (cannor REPAIR or RESET Windows).  I can howewver make command mode work.

I have gotten Windows once launched in SAFE mode by editing BCDEDIT file, but problem persisted, so I removed the SAFE mode entry.

Again, Windows starts but accepts no keyboard or mose input  while plugged into USB ports, but ports obviously work fine in recovery mode.

[Riddle_Decipher]

@FRGalatz

Welcome to the HP Forums,

We'll be with you until it's all sorted.

Have you checked with an alternate keyboard during boot to check if that works?

Did you remove any external HDD connected to the device to ensure it isn't creating a conflict?

While you respond to that, here's what you need to do:

1. Power: If the USB device operates on battery power, make sure the batteries are correctly seated and are functional. If the USB device operates on external power, make sure all the power connections are secure and the power cord is connected to a power source.

2. Test the USB connection: Sometimes, simply disconnecting and reconnecting the USB device to the computer can solve the problem:

   1. Disconnect all USB devices from the computer except a USB mouse and keyboard (if in use). This includes hubs, thumb drives, printers, and cameras.

   2. With all USB devices disconnected, do one of the following:

      • If you have a desktop computer, connect the device that is not working correctly to one of the USB ports on the back of the computer (the ports attached directly to the motherboard).

      • If you have a notebook computer, connect the device that is not working correctly to a USB port on the notebook. Do not use a USB port replicator (such as a docking station or USB hub).

   What happens when the device is connected?

   • The device works correctly: The problem is most likely related to power or poor overall system performance.

        NOTE:

     To prevent the USB device from failing in the future: Do not connect too many devices to the computer; wait 5 seconds after connecting a device before using it; use powered hubs to connect other devices; and do not attach USB devices when the system is busy (running slower than normal).

   • The device does not work: Leave the device connected and continue to the next step.

1. Installing USB manufacturer software: Some USB devices require manufacturer software be installed before the USB device will work.

   1. If the USB device came with software, and it was not previously installed, install the software now, following the manufacturer instructions.

   2. After installing manufacturer software, reconnect the USB device that was having problems.

   The device should now work correctly. If problems persist, continue to the next step.

2. Microsoft easy fix solutions: Microsoft provides a web-based automatic diagnostic and repair application. Go to the How to use Microsoft easy fix solutions webpage (in English) and select the troubleshooter that most closely matches your issue. Then follow the on-screen instructions. If the device still does not work, go to the next step.

3. Windows Update: Running Windows Update checks for operating system updates required for your computer. Go to Windows Update (in English) and follow the on-screen steps to check for updates, and opt-in on all recommended and optional driver updates. If the device still does not work, go to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 7 ONWARD

(By the end of this article all the issues should be resolved)

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

[FRGalatz]

Thanks for picking the problem up.  I am relatively sure the problem is that Windows 10 has DISABLED the ports.  The keyboard and mose work fine while in recovery mode (F11 during POST activity).  Once Windows starts the keyboard and mose do NOT function so I cannot get logged in to do any further steps.  Since this is an "All-In-One" PC there are no other keyboard or mose options I am aware of (again, only USB ports on machine)..

[Riddle_Decipher]

@FRGalatz

Thank you for responding,

This is the Riddle_Decipher, again!

The Microsoft easy fix solutions using the Start menu, select Settings (the gear icon), choose Update & Security and then select Troubleshoot.
Look through the list for the troubleshooter that addresses the type of issue and if that doesn't work, I suggest you perform a push button reset: click here for steps.

If the issue persists, I suggest you perform a recovery: Click here for instructions.

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge - "victorious")

If you would like to thank us for our efforts to help you, 

 Feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[FRGalatz]

Your suggestions make sense, BUT, as stated in my openning description, once WINDOWS 10 hits the logon screen my mouse and keyboard stop working, so cannot perform your first suggestion.  Also stated in opening description that the recovery REPAIR and RESET functions both fail when I have tried them.  Again, note the mose and keyboard DO work fine in recovery mode (F11 pressed during POST processing).

[Riddle_Decipher]

@FRGalatz

Welcome back! I appreciate the clarifications,

however, I figured it would still work on the safe mode, or with alternate keyboard/mouse and you could make the changes from there, although since that isn't working, I recommend you order a recovery media from HP if you've not created one on your own and use that to reinstall the windows and resolve this issue as it seems to be a corrupt system file that's causing this issue.

Click here for details on how to obtain one.

I hope that answers your query,

If it did, simply select "Accept as solution", to help the community grow, 

And if you wish to thank us for our efforts, click on the thumbs up for kudos.

Have a great day ahead.

[FRGalatz]

Hi Riddle_Decipher - I followede your above link to order a recovery disk, but it ultimately sends me back to the general support page and I cannot find process there.  Can you direct me to a source to order from?

[sandytechy20]

@FRGalatz

I see that you were interacting with @Riddle_Decipher. I'd like to help.

I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[FRGalatz]

I cannot see any icon in either my web browser or Outlook mail to retrieve the message referred to by SandyTeck20 above.  What am I suppose to be searching for?

[Riddle_Decipher]

@FRGalatz

Thank you for responding,

I understand your concern and I have sent instructions to help you sort this out, 

That said, please check your Private message icon on the upper right corner of your HP Forums profile, using the blue envelope: 

Click here for more details on how to access the private messages on HP Forums

I hope your day gets better, good luck.