Random Mouse Movements

[DavidSMP]

Hi @MJ1949,

I reviewed the post completely. I understand that you are not able to update the printer firmware. You've shown excellent commitment, brilliant temperament and great resolve to try and get the issue resolved. Kudos to you for a job well done. As @Rainbow23 is out of office I am replying on his behalf.

• Did you run the system diagnostics on the keyboard and mouse from the previous post?
• If you did what are the results? Did the keyboard and mouse tests pass?
• Was the bios updated?
• Did you check in multiple applications, like Wordpad or notepad if the mouse movement is erratic?
• Did you check different browsers like Internet explorer, google chrome or Firefox to check if the mouse pointer jumps erratically?
• Did you try a system restore to an earlier time before the issue started?
   
• Please try these steps if it has not been done.
• If you've done these steps, please try with a different mouse to check if that fixes the issue. This mouse may be faulty
• Please check with another keyboard also.

Please create a  new local administrator user account from this link: https://support.hp.com/us-en/document/c01833512and check here if the mouse pointer jumps around. Please follow the option "Creating a new account in Windows 7".

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

[ronoz]

Thank you for your continued advice. I have done the Bios update as you suggested, but the problem persists.  I have now replaced the keyboard and mouse with a Microsoft Wireless 3050 kit, thinking (without much basis) that a current MS product may have drivers that are happier in Windows 10. Unfortunately, no improvement. I am a little wary of doing a system restore given that Windows 10 is on automatic updates. This problem seems widespread - there are hundreds of postings in various places, and none seems to provide a definitive solution. So my expectations of being able to resolve it are low. I think I am satisfied that keyboard/mouse hardware is not the problem, but rather some subtle interaction between new software and rather old system hardware. If it were easy, someone would have cracked it by now! But I will keep trying and probably get to a system restore when my frustration reaches an approriate level

[ronoz]

I should have been a little more systematic in responding to your last post:

• Did you run the system diagnostics on the keyboard and mouse from the previous post?
• If you did what are the results? Did the keyboard and mouse tests pass?

Yes, all clear

• Was the bios updated?

Yes - seemed to work at first then back to as before

• Did you check in multiple applications, like Wordpad or notepad if the mouse movement is erratic?

Yes - the problem is unpredictable, but it seems to occur independently of the application

• Did you check different browsers like Internet explorer, google chrome or Firefox to check if the mouse pointer jumps erratically?

Yes (Firefox and Edge), and it occurs in different browsers

• Did you try a system restore to an earlier time before the issue started?

No - as above, and the problem has now been with me for several months, with varying severity
 

• If you've done these steps, please try with a different mouse to check if that fixes the issue. This mouse may be faulty
• Please check with another keyboard also.

In both cases, as above.  I have also tried wired kb and mouse, but the problem persists.

Remembering that HP Support did achieve some respite when they took over the PC remotely, and probably did a system restore, I am moving closer to that.  My concern is that this might remove recently installed malware prevention updates. Also, the symptoms are consistent with a system restore solving the problem, but a subsequent W10 update re-installing the source of the problem.  All theory, of course.

[DavidSMP]

Hi @ronoz,

I reviewed the post completely. Please try with a new administrator account as stated in my earlier post.

If this does not fix the issue, then, please  backup all your files and perform a complete system recovery to factory settings from this link: https://support.hp.com/in-en/document/c01867418 and follow the option "Steps to follow for Recovery from the startup screen (during system boot) OR when unable to boot to login in screen" and this should do the trick for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

[ronoz]

Thanks David.  A reset is quite radical so I tried firstly to create a new administrator account, using a command shell with administrative privileges.  The account was created satisfactorily and appears on the login screen.  However, on logging in, all I can see is a blank, black screen and a white mouse cursor.  No desktop, icons, taskbar, etc. I will re-read the account creation process to see what I might have done wrong

[ronoz]

Further to the last post, I used a command shell (net user...etc) for creating the new account because using W10 Settings to do so resulted in the following message on login: "The User Profile Service service failed the sign-in. User profile cannot be loaded". The process for creating a new user in W10 is a little different from that in W7 - see here.

[Rainbow23]

Hi @ronoz, 
Thank you for your reply, I'll be more than glad to help you.

I understand that the issue did not resolve after following the steps in the previous interaction.

As we have tried all the possible solutions for this issue, please contact HP phone support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.