Keyboard and mouse frozen on Windows 10 startup

Question

Hello,  Since last night, when the PC performed an update and then restarted, the mouse and keyboard become inactive when Windows starts up. Let me explain: They work perfectly fine until the Windows logo appears, then the keyboard LEDs and mouse beam go off. As a result, I am stuck on the welcome screen (the photo with the time in the bottom right), and I can't do anything since the keyboard and mouse become inactive.  I have tried various options by accessing the Startup Options with Alt + F10 after force shutting down the PC using the power button: resetting, repairing, canceling the latest updates...  I also tried the sfc /scannow, which doesn't work either  In short, nothing is working, and of course I didn't make a backup....  Do you have any idea how to fix this problem?  Thank you very much in advance for your responses  Have a nice day,  Théo   Configuration: Android / Chrome 80.0.3987.87

Cedric69004 · Answer

Hello,  I think that if it's an update that's causing the issue, the keyboard and mouse drivers may have been changed. You can try a system restore to a date prior to the update. It's also possible that the new drivers are not signed, and Windows is refusing to load them. In that case, try an advanced restart by disabling mandatory driver signature enforcement (by pressing: restart + F8 + advanced startup options). Good luck!

Cedric69004 · Answer

I see two possibilities: 1. Try restarting in safe mode, uninstall the faulty update, remove and reinstall the keyboard and mouse drivers from Device Manager. 2. If safe mode is inaccessible, attempt to remove the update from the command prompt: - use the command to display hotfixes: systeminfo.exe - use the wusa command to remove the faulty hotfix: wusa /uninstall /kbxxxx /quiet /norestart (replace kbxxxx with the name of the hotfix)  - if the wusa command hangs, use the dism commands: dism /online /get-packages /format:table dism /online /remove-package /packagename:kbxxxx (replace kbxxxx with the name of the hotfix)  Then, still in the command prompt, attempt to remove the drivers: - Find the driver with the commands:  cd windows\system32 pnputil.exe -e  - Remove the faulty driver pnputil.exe /delete-driver faultydriver.inf /force (replace faultydriver.inf with the name of the driver to remove)  After restarting, check if Windows installs generic drivers that are accessible. The procedure is hard but I don’t see any other solution, otherwise reinstall Windows.

Cedric69004 · Answer

Directly under C: C:\>systeminfo.exe It displays the installed updates.

Cedric69004 · Answer

I was misunderstood, from the Windows recovery options, launch the command prompt and type "C:" + enter. The C volume is normally accessible.  Still under the command prompt, type directly: "systeminfo.exe" + enter. Normally "systeminfo" is located in the "windows/system32" directory but it is also accessible without following the tree structure.

Cedric69004 · Answer

Well, there's the dism command, I think that one should be accessible:  Command line to display updates: dism / online / get-packages / format: table  Command line to remove the update: dism / Online / Remove-Package / PackageName: kbxxxx (replace kbxxxx with the name of the hotfix)

Cedric69004 · Answer

Sorry, indeed Windows 10 does not support dism in "recovery options." I don't know which cmd functions are available in the "recovery options."  Normally in the "advanced options" of the "troubleshoot" menu, there should be "uninstall updates," it seems simpler.

Cedric69004 · Answer

Someone just told me that it might also come from a BIOS setting. Depending on the version of the BIOS:  - Case 1: Search for "USB Keyboard Support" and/or "Legacy USB support" and "Legacy USB keyboard" and set them to "enable" (enabled) and restart  - Case 2: Disable fast boot in the UEFI settings and restart  That seems quite reasonable to me, worth testing.

Cedric69004 · Answer

Last option, but I don't know if the command prompt in recovery options allows it:  Find the faulty driver with: pnputil -e Delete the faulty driver with: pnputil -d BadDriver.inf (replace BadDriver.inf with the name of the driver)  I have exhausted all my ideas!

Cedric69004 · Answer

You need to search for lines that begin with "Classes:" and include "Mouse and other pointing devices," note the names of the drivers which are generally OemNuméro.inf, and run the command pnputil -d BadDriver.inf (replace BadDriver.inf with the name of the driver).

Cedric69004 · Answer

Don't forget to test the BIOS configuration method because it seems quite coherent to me!

Cedric69004 · Answer

I just reviewed the pnputil parameters. With these parameters, you should find "Mouse" or "Souris" and "Keyboard" or "Clavier".  pnputil /enum-devices /connected

Cedric69004 · Answer

It's quite curious that in your command prompt version there are no "connected/disconnected" parameters, but "enum-devices" is indeed present.  Try using the method below; the result list will just be longer. pnputil /enum-devices

Cedric69004 · Answer

There is still the driverquery command. In the command prompt, type driverquery and press enter.

Cedric69004 · Answer

So, you will need to isolate the lines concerning the mouse and the keyboard. Then, rerun the command with the /v parameter driverquery /v  You will get the detailed result with the paths to the drivers. Example:  1394ohci Host controller driver Host controller driver Kernel Manual Stopped OK FALSE FALSE 4ÿ096 229ÿ376 0 C:\WINDOWS\system32\drivers\file.sys 4ÿ096  Note the complete paths of the drivers to be deleted and use the DEL command Example DEL C:\WINDOWS\system32\drivers\file.sys

Cedric69004 · Answer

Yes. I thought that Windows would restart and reinstall the original files upon reboot. Unfortunately, I think we will have to reinstall Windows 10 from scratch. I've read a few discussions on this topic and the most viable solution was to load a previous restore point (if you have one, of course). Be sure to keep restore points during your next installation. Good luck moving forward.

Keyboard and mouse frozen on Windows 10 startup

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