09-10-2019 03:21 PM
Recently did big Windows 10 update. No problems for a few days then suddenly mouse and keyboard not responsive. I have tried many things suggested by community but cannot get to startup menu. A USB mouse works but USB keyboard does not. Unable to type password to access computer.
Solved! Go to Solution.
09-13-2019 06:17 PM
@Rjaaird I suggest you use both the USB keyboard & mouse on the same USB port to check if the port works fine, if you've ensured that the port works and yet the keyboard alone doesn't, while the mouse does, this is most likely an issue with the keyboard, please run the hardware test to confirm using the below steps:
Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details
- Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
- On the HP PC Hardware Diagnostics (UEFI) main menu, click Component Tests.
- Click Keyboard Test.
- Click Run once, or Loop until error.
- While the test is running, the time remaining and test result for each component display on the screen.
If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.
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09-17-2019 11:32 AM
Thanks very much Riddle,
Your diagnosis was exactly right! USB port for mouse was working but the keyboard port wasn't. I simply changed USB port and I'm back in business! Haven't done the analysis as suggested yet but will soon.
Big thumbs up and thank you!
09-17-2019 06:18 PM
@Rjaaird Thank you for the update,
I appreciate your time and efforts,
I'm glad I could contribute to identifying and leading you towards the solution.
Thanks for honoring us by accepting our post as the solution, as it helps the community grow.
You can always click the "Thumbs Up" button to give me a Kudos,
Take care and have an awesome week ahead.
I am an HP Employee