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Question

Keyboard & mouse don't outside safe mode

Sep 19, 2015 10:52AM PDT

Oh god, I've been having this problem for over a week, and I've already been to two forums already.

Here are the two forum posts I've been to:

http://www.computerforum.com/threads/what-cables-do-i-need-for-a-samsung-sh-224db-bebe-disc-drive.235869/
www.bleepingcomputer.com/forums/t/590299/keyboard-mouse-dont-work-inside-windows/

These incompetent idiots on bleeping computer (apt name, because that's how I feel right now) gave me a suggestion that they 100% guaranteed would fix at least the clock issue, and that, if it didn't fix the keyboard-and-mouse issue, it would bring us one step closer to finding a solution for that.

I personally could give a rat's *** about the clock issue! If I can fix the keyboard-and-mouse issue, I can manually adjust the clock.

But, these guys SWORE TO ME that the CMOS battery needed to be replaced, anyway.

Well, I spent a whole day's worth of food buying a new CMOS battery (going hungry for a day in the process), waited an entire week for it to get here. I cleared my BIOS, inserted the new CMOS battery, and .... nothing!

Even the clock got reset, even though that's SUPPOSED to be the one thing they absolutely guaranteed me would be fixed if I did this!

The only reason I'm still resorting to online help is because it's the weekend now, and all the local computer store are closed.

Do you guys have a suggestion? Maybe one that ... actually will solve the keyboard-and-mouse issue first, and any other problems second? Or at the very least ... a suggestion that actually DOES WHAT IT'S SUPPOSED TO?!

Discussion is locked

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Answer
The clock is far from automatic.
Sep 19, 2015 11:12AM PDT

I'm running into folk that demand fixes today from free forums. While I think the clock issue could be us needing to set the clock and/or the timezone plus change time server entries I find folk exploding over what we took for normal about a decade ago.

That is, I worry that Windows and it's upkeep is asking too much today.

Your link does share that folk have little to no patience when working with volunteers. Notice they write "I work 40 hours a week. So when the weekend comes, I don't just sit on this forum every second of my existence. Patience would help you."

For them, a service counter may be the right answer.

--> But let's test those parts. Do the keyboard and mouse work on other PCs? If not, you found part of the issue. If they mouse works it could be a PC issue but then again it could be BIOS settings. I read part of the prior discussion but found a lot of hurt feelings. That's where a shop counter wins. They cater to us because we pay them. They fix it or we don't pay.

My first test? Try mouse and keyboard on another PC.

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Checking those prior discussions finds too many causes.
Sep 19, 2015 11:17AM PDT
https://www.google.com/search?hl=en&as_q=keyboard+works+in+safe+mode+only finds there is no one clear correct answer to that issue.

The last time this happened to me it was a key logger. Another time the BIOS needed to change from legacy support to not. And to make matters worse, I've had to turn on legacy support on another to get it to work.

The industry is all over the map on that setting so you can imagine folk calling folk idiots for not knowing which is the right setting. So where is the problem? I think it's the industry.
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Response to R Proffitt
Sep 19, 2015 1:13PM PDT

Ok, first of all, I want to clarify something. I have partience for volunteers. What I DO NOT have patience for are people who say "Replace this, and it's 100% guaranteed to fix this problem." And then, when I follow this advice, I end up losing money because it doesn't do the thing they 100% guarantee it will do!

"But let's test those parts. Do the keyboard and mouse work on other PCs? If not, you found part of the issue. If they mouse works it could be a PC issue but then again it could be BIOS settings. I read part of the prior discussion but found a lot of hurt feelings. That's where a shop counter wins. They cater to us because we pay them. They fix it or we don't pay."

Now see? See this right here? You're having me run tests in order to narrow down the possible causes! If they had done this BEFORE they said "Oh, you need to buy a new CMOS battery," then I might have been a little more patient.

Anyway, I plugged my mouse into my laptop, and yes, it DOES work. In normal Windows, at that (no safe mode required).

Unfortunately, I don't have a second desktop I can plug my keyboard into.

Where do you recommend I go from here?

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Good enough.
Sep 19, 2015 3:12PM PDT

You find I rarely write "this will fix it." I wonder if the BIOS USB Legacy on/off was tried.

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Response to R Proffitt
Sep 19, 2015 3:14PM PDT

How do I CHECK if the USB Legacy is on or off? And how do I switch it?

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I looked for machine details and must have missed it.
Sep 19, 2015 3:22PM PDT

Just looked again and while I see pictures the exact model eludes me.

You own it so see if you find USB Legacy in any BIOS settings. Or supply the links to board and manual and I'll see if they documented it.

-> Sorry if I don't know all these boards. I only deal with some hundred machines a month so for me I just get to the BIOS and look for it. If it fixes it I write a note on the repair tag about changing the setting. If it's one of our gold paying clients they get photos and printouts.
Note: Edited for spelling.

Post was last edited on September 19, 2015 3:28 PM PDT

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Response to R Proffitt
Sep 19, 2015 7:48PM PDT

Huh? Your latest message doesn't make any sense.

My motherboard is a Gigabyte Z87M-D3H. Is that what you wanted to know?

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Reply to OP.
Sep 19, 2015 8:59PM PDT
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Response to R Proffitt
Sep 19, 2015 9:57PM PDT

Ok, I checked it inside my BIOS. It was already "enabled" by default. I switched it to auto, but that still didn't fix the problem.

To be honest, I was skeptical that it would. After all, as I've said before, the problem isn't that my mouse and keyboard don't work; they work fine ... in safe mode. Safe mode is an alternate form of Windows, and so, if I needed to enable them to work in "MS-DOS" (which I understand is a predecessor to Windows), then why would they still work in safe mode?

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I didn't claim it would fix it.
Sep 20, 2015 10:07AM PDT

I shared it's one of the things that did on other PCs. It's a fast thing to try but it appears I had to dig through the manual for you to point out the page.

I fear your next stop is a repair counter. Yes we could go over a hijackthis report but you may not be ready to work that. That is, it should be sufficient for me to ask for that log output as how to do that is all over the web.

I'm here to try to avoid the repair counter but you must apply yourself. If you needed this much help to try one BIOS setting then I think you need to get local support.

If you post a hijackthis log, I will take a look to see if it's some app or such.

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Re:I didn't claim it would fix it.
Sep 20, 2015 3:13PM PDT

Can you give me step-by-step instructions?

Let me give you an example: this guy right here taught me how to activate sound in safe mode, so I can at least watch youtube videos while I'm waiting for a thread reply to show up in my email, even if I can't play games.

https://www.youtube.com/watch?v=tYPrLcVAeNA

Notice, this guy puts everything in laymen's terms.

Can you give me step by step instructions on how to acquire this log you're thinking of? Just do it the way he did it. I was able to understand him.

What sort of executable file do I run? How do I copy or export it?

Just give me step-by-step instructions, and assume that you have to spell something out unless I demonstrated previous understanding of it (case in point: The "sound in safe mode" guy tells us to create 3 new keys and put "service" in the data value. He doesn't tell us how to do that, because he already taught us earlier in the tutorial).

Why not give it a go? I may not already know everything there is to know about computers, but if my school years are any indication, I learn new subjects fast!

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noticed you are posing in even another forum
Sep 20, 2015 3:26PM PDT

I noticed you are posting in even more forums. You could be creating more of a mess by doing this. When you start following advice from many different forums at the same time, there is a good chance the instructions could create more conflict and make things worse. It is the old story where one hand does not know what the other is doing. You need to stick to one place and stay with them until the system is fixed.

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You ask for step by step
Sep 20, 2015 6:03PM PDT

And then produce the report so my question looked to be more than enough.

On top of that you were able to make a PDF. If you want folk to give a step by step, sure ask. Then those that do that may arrive. I hope folk will work on the issues and if not, take it to the shop counter if self help forums fail.

At my next stop so I'll read it, comment and then hit the road.

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Hijackthis log
Sep 20, 2015 3:58PM PDT

Hey R. Proffit, is this what you were talking about when you said "a highjackthis log file?"

http://freepdfhosting.com/8d5cae35bc.pdf

It originally was on MS Notepad, but I switched to PDF because I kept having trouble uploading the whole 7,000+ character log file to this forum.

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I see Optimizer Pro.
Sep 20, 2015 4:44PM PDT

Have you used that? Also I see torrents going on. Expect the worse!
Dafydd.

Post was last edited on September 20, 2015 5:00 PM PDT

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This can't be good either
Sep 20, 2015 5:27PM PDT

O1 - Hosts: 0.0.0.1 mssplus.mcafee.com

O2 - BHO: avast! Online Security - {8E5E2654-AD2D-48bf-AC2D-D17F00898D06} - C:\Program
Files\AVAST Software\Avast\aswWebRepIE.dll

O2 - BHO: RealNetworks Download and Record Plugin for Internet Explorer - {3049C3E9-B461-
4BC5-8870-4C09146192CA} - C:\Program Files
(x86)\RealNetworks\RealDownloader\BrowserPlugins\IE\rndlbrowserrecordplugin.dll

O2 - BHO: &Yahoo! Toolbar Helper - {02478D38-C3F9-4efb-9B51-7695ECA05670} -
C:\PROGRA~2\Yahoo!\Companion\Installs\cpn0\yt.dll

2 Anti Virus programs ans Misc. Junk

Yuck !

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Dig me old mate.
Sep 20, 2015 5:39PM PDT

This looks like self imposed PUPS.
Dafydd.

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Reply
Sep 20, 2015 5:44PM PDT

So, what do you recommend I take down?

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try this.
Sep 20, 2015 6:03PM PDT
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Get MalwareBytes.
Sep 20, 2015 6:07PM PDT

You can download it from Bleeping Computer (free version), get it up to date, then do a scan. When the scan finishes, let it remove all the PUPs (Potentially Unwanted Programs) it finds.
If that doesn't help, click Start and type MSCONFIG in the RUN box. Then click the Startup tab. You can uncheck anything there except your antivirus.
HOPEFULLY (no guarantees!) one of these two will get you some success.
One other thing. I assume you're using the same USB ports in both normal and Safe modes so you know there's not a problem with the ports themselves.
`
Good luck.

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Hola Amigo !
Sep 21, 2015 12:39AM PDT

Personally I would just use my restore media but since we don't know what OS the OP is using , it may not be so simple as it also may be a hack itself. Mischief

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Torrents? Adware and more.
Sep 20, 2015 6:06PM PDT

Get to Bleepingcomputer and start the cleanup. It's too polluted for me to give a deep reading. All I can write is that I don't expect this PC to function well. It has not only the torrents but toolbars and other items.

What a mess.

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Malwarebytes complete
Sep 21, 2015 8:54AM PDT

I ran Malwarebytes. It found and removed 164 PUPs. However, I still have the problem with my keyboard and mouse not working outside safe mode!

Somebody mentioned what version of Windows I'm using. It's Windows 7 Home Premium. I tried to upgrade to the free version of Windows 10, but it won't let me for some reason, even though I have Service Pack 1 installed.

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Yup.
Sep 21, 2015 9:07AM PDT

I fear that whatever it is, is buried deep. We see the usual infections but removing infections may or may not fix the issue. Sometimes after all the work you just start over. Torrent using machines tend to suffer the newest infections. I can't guess why folk debate that.

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Ya know Bob
Sep 21, 2015 9:35AM PDT

I've read this whole thread a couple of times as well as the thread for bleepingcomputer link the OP supplied and wonder if the OP ever got that mysterious USB cable plugged back in properly .

Would running a Live Disc tell us anything ?

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Too many mysteries.
Sep 21, 2015 1:15PM PDT

The number of items Malwarebytes removed is not a good sign either. Sometimes it's much faster to slip in a new blank drive and start again. If the client torrents well they are sipping from the poisoned well.

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Yeah I know
Sep 21, 2015 1:22PM PDT

It was a dumb question .
Too many mysteries here that the OP isn't willing to pony up answers for . I'm still thinking the OS could be a Torrent too .
It's just too easy to plop in the Sys Image Disc's and carry on

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Did you run MSCONFIG/Startup tab and...
Sep 21, 2015 9:08AM PDT

...uncheck programs there?

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Update
Sep 21, 2015 2:17PM PDT

Ok, everybody, I've got an update.

I consulted a guy at a local repair shop. He advised me to go device manager and uninstall the keyboard and mouse drivers, then reboot.

I did that, and ... much to my pleasant surprise, it appeared to fix the issue!

For a minute!

I was elated. I felt that the nightmare was finally over. I was able to use my keyboard and mouse in normal windows.

So, my AVG needed to update. I decided to go ahead and update, now that I fixed the problem.

I rebooted so the AVG antivirus update would take affect, and guess what? My keyboard and mouse stopped working when I relaunched!

So, I went back into safe mode (after clearing my BIOS again, because as I've said before, once my keyboard and mouse stop working, that's what I need to do to get them to work again, even in BIOS or safe mode), and I repeated the process of uninstalling my keyboard and mouse drivers.

This time, however, it DIDN'T fix the problem. It only fixed the problem the first time I did it!

Well, that's my current situation. Any more bright ideas?

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Something is starting in "normal" mode that's not...
Sep 21, 2015 2:59PM PDT

...starting in Safe mode, obviously. That's why I recommended that you run MSCONFIG, click the Startup tab, and uncheck things. I'm asking for the 3rd time if you've done that. If you haven't, you have nobody to blame but yourself.