MOUSE AND KEYBOARD NOT WORKING AFTER APRIL UPDATES.

Hello,

First, I appreciate what you are doing here. Second, my keyboard and mouse
don't work when I start my computer. This is what I know:

a. Everything worked and I have all my drivers up to date.
b. I tried with both; a combo bluetooh set and an USB conected one.
c. it keeps asking me for a driver for an "unknown device"
d. if i boot the sysem in "safe mode". The bluetooh combo; mouse and
keyboard work just fine (in fact that's how I'm typing right now), even
thought it keeps asking me for the "unknown device" driver".
e. I tried unistalling the update KB938371 after I unistalled the other ones
in safe mode. The computer or windows doesn't let me do that. Because is
the only one I cannot unistalled and the problems repeats itself I am almost
sure that's the problem or very related to that.
Please, help.

Sytem: DELL XPS with Vista Home premium (not SP 1)
Thanks for your help.

I have the exact problem. After the recent Microsoft Updates, 3 stages, my
mouse and keyboard are not recognized. I did system restore back to 4/6 and
then back to 4/2 and the problem does not go away. I have a Dell desktop
(less than 1 year old) with Vista Home Premium. I spent several hours on the
phone with Dell support, and they couldn't figure it out either, and I am
waiting for a call-back. The mouse/keyboard work when I boot from the DVD,
but now I can't even use them in safe mode.

I hope someone can help us !!!

"alacant93" wrote:

> Hello,
>
> First, I appreciate what you are doing here. Second, my keyboard and mouse
> don't work when I start my computer. This is what I know:
>
> a. Everything worked and I have all my drivers up to date.
> b. I tried with both; a combo bluetooh set and an USB conected one.
> c. it keeps asking me for a driver for an "unknown device"
> d. if i boot the sysem in "safe mode". The bluetooh combo; mouse and
> keyboard work just fine (in fact that's how I'm typing right now), even
> thought it keeps asking me for the "unknown device" driver".
> e. I tried unistalling the update KB938371 after I unistalled the other ones
> in safe mode. The computer or windows doesn't let me do that. Because is
> the only one I cannot unistalled and the problems repeats itself I am almost
> sure that's the problem or very related to that.
> Please, help.
>
> Sytem: DELL XPS with Vista Home premium (not SP 1)
> Thanks for your help.
>
>
>

Although SP1 not installed yet, you may find this article of interest -
A device driver is not installed, or a hardware device does not function correctly after
you install Windows Vista Service Pack 1
http://support.microsoft.com/kb/948187

--

TaurArian [MVP] 2005-2008 - Update Services
http://taurarian.mvps.org
======================================
How to ask a question: http://support.microsoft.com/kb/555375
Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco


"alacant93" <> wrote in message
news:8DEF6670-3735-4E2F-A6A5-...
| Hello,
|
| First, I appreciate what you are doing here. Second, my keyboard and mouse
| don't work when I start my computer. This is what I know:
|
| a. Everything worked and I have all my drivers up to date.
| b. I tried with both; a combo bluetooh set and an USB conected one.
| c. it keeps asking me for a driver for an "unknown device"
| d. if i boot the sysem in "safe mode". The bluetooh combo; mouse and
| keyboard work just fine (in fact that's how I'm typing right now), even
| thought it keeps asking me for the "unknown device" driver".
| e. I tried unistalling the update KB938371 after I unistalled the other ones
| in safe mode. The computer or windows doesn't let me do that. Because is
| the only one I cannot unistalled and the problems repeats itself I am almost
| sure that's the problem or very related to that.
| Please, help.
|
| Sytem: DELL XPS with Vista Home premium (not SP 1)
| Thanks for your help.
|
|
|

Thanks for the article. I hope to be able to install SP1 in the future. DO
you have any suggestions for my situation? With neither a mouse nor a
keyboard operating, there appears to be no way to update the drivers or to
"uninstall/reinstall" them.

"TaurArian" wrote:

> Although SP1 not installed yet, you may find this article of interest -
> A device driver is not installed, or a hardware device does not function correctly after
> you install Windows Vista Service Pack 1
> http://support.microsoft.com/kb/948187
>
> --
>
> TaurArian [MVP] 2005-2008 - Update Services
> http://taurarian.mvps.org
> ======================================
> How to ask a question: http://support.microsoft.com/kb/555375
> Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco
>
>
> "alacant93" <> wrote in message
> news:8DEF6670-3735-4E2F-A6A5-...
> | Hello,
> |
> | First, I appreciate what you are doing here. Second, my keyboard and mouse
> | don't work when I start my computer. This is what I know:
> |
> | a. Everything worked and I have all my drivers up to date.
> | b. I tried with both; a combo bluetooh set and an USB conected one.
> | c. it keeps asking me for a driver for an "unknown device"
> | d. if i boot the sysem in "safe mode". The bluetooh combo; mouse and
> | keyboard work just fine (in fact that's how I'm typing right now), even
> | thought it keeps asking me for the "unknown device" driver".
> | e. I tried unistalling the update KB938371 after I unistalled the other ones
> | in safe mode. The computer or windows doesn't let me do that. Because is
> | the only one I cannot unistalled and the problems repeats itself I am almost
> | sure that's the problem or very related to that.
> | Please, help.
> |
> | Sytem: DELL XPS with Vista Home premium (not SP 1)
> | Thanks for your help.
> |
> |
> |
>
>
>

I am having the same exact problem - but it was post SP1. I had SP1
installed via TechNet for about a week before this update (KB938371)
came out - and things were working fine.. (Yes, I was allowed to
install it - I don't know where this talk of KB938371 being a
prerequisite for SP1 comes from, although I do read things about
(another version?) of KB938371 being released sometime in feb?)

Regardless, after the install, my mouse and keyboard are dead,
internal touchpad and keyboard on my laptop show as "unknown device",
whereas my external mouse shows as "USB HID Device" and is
unresponsive.

The external mouse dies after the update is installed, and the
keyboard and internal touchpad die after the subsequent reboot when
the drivers are hosed.

I cannot change drivers to generic ones, and when I try to install
drivers for what is available (sorry MS guys, I do not have a
"keyboard driver", sheesh!) I get messages such as "access denied" or
"the file cannot be found" or "this driver was designed for windows 95
or later."

This is a very bad one - especially since many people aren't even able
to mention this online, since they can't get into their computers. I
submitted a support request to MS, so we shall see. However, I sense
a form letter with "please contact the manufacturer of your computer"
in my future. Sigh.

chris

Please post back your response from MS as it may help others who are in the same
situation.
Thank you.

--

TaurArian [MVP] 2005-2008 - Update Services
http://taurarian.mvps.org
======================================
How to ask a question: http://support.microsoft.com/kb/555375
Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco


<> wrote in message
news:574da297-514b-4361-95b8-...
|I am having the same exact problem - but it was post SP1. I had SP1
| installed via TechNet for about a week before this update (KB938371)
| came out - and things were working fine.. (Yes, I was allowed to
| install it - I don't know where this talk of KB938371 being a
| prerequisite for SP1 comes from, although I do read things about
| (another version?) of KB938371 being released sometime in feb?)
|
| Regardless, after the install, my mouse and keyboard are dead,
| internal touchpad and keyboard on my laptop show as "unknown device",
| whereas my external mouse shows as "USB HID Device" and is
| unresponsive.
|
| The external mouse dies after the update is installed, and the
| keyboard and internal touchpad die after the subsequent reboot when
| the drivers are hosed.
|
| I cannot change drivers to generic ones, and when I try to install
| drivers for what is available (sorry MS guys, I do not have a
| "keyboard driver", sheesh!) I get messages such as "access denied" or
| "the file cannot be found" or "this driver was designed for windows 95
| or later."
|
| This is a very bad one - especially since many people aren't even able
| to mention this online, since they can't get into their computers. I
| submitted a support request to MS, so we shall see. However, I sense
| a form letter with "please contact the manufacturer of your computer"
| in my future. Sigh.

Unfortunately it won't.. They told me simply to call in to support;
their "current fix" was to reinstall and not install KB938371.

Not very encouraging.

On Apr 11, 1:11*am, "TaurArian" <taurarianREMOVEC...@gmail.com> wrote:
> chris
>
> Please post back your response from MS as it may help others who are in the same
> situation.
> Thank you.
>
> --
>
> TaurArian [MVP] 2005-2008 - Update Serviceshttp://taurarian.mvps.org
> ======================================
> How to ask a question:http://support.microsoft.com/kb/555375
> Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco
>
>

Hi Chris, MS are looking into the problem.

Since you have KB938371 could you please forward the following files to Eric -

· Setupapi.log
Setupapi.dev.log
Msinfo32.txt



at:

Remove the REMOVE from the addy.

Kaylene
--

TaurArian [MVP] 2005-2008 - Update Services
http://taurarian.mvps.org
======================================
How to ask a question: http://support.microsoft.com/kb/555375
Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco


<> wrote in message
news:733fb5e9-51ad-4c5e-859b-...
Unfortunately it won't.. They told me simply to call in to support;
their "current fix" was to reinstall and not install KB938371.

Not very encouraging.

On Apr 11, 1:11 am, "TaurArian" <taurarianREMOVEC...@gmail.com> wrote:
> chris
>
> Please post back your response from MS as it may help others who are in the same
> situation.
> Thank you.
>
> --
>
> TaurArian [MVP] 2005-2008 - Update Serviceshttp://taurarian.mvps.org
> ======================================
> How to ask a question:http://support.microsoft.com/kb/555375
> Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco
>
>

You might have to boot from the DVD to get into the computer. It may work.
K

--

TaurArian [MVP] 2005-2008 - Update Services
http://taurarian.mvps.org
======================================
How to ask a question: http://support.microsoft.com/kb/555375
Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco


"TaurArian" <> wrote in message
news:%...
| Hi Chris, MS are looking into the problem.
|
| Since you have KB938371 could you please forward the following files to Eric -
|
| · Setupapi.log
| Setupapi.dev.log
| Msinfo32.txt
|
|
|
| at:
|
| Remove the REMOVE from the addy.
|
| Kaylene
| --
|
| TaurArian [MVP] 2005-2008 - Update Services
| http://taurarian.mvps.org
| ======================================
| How to ask a question: http://support.microsoft.com/kb/555375
| Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco
|
|
| <> wrote in message
| news:733fb5e9-51ad-4c5e-859b-...
| Unfortunately it won't.. They told me simply to call in to support;
| their "current fix" was to reinstall and not install KB938371.
|
| Not very encouraging.
|
| On Apr 11, 1:11 am, "TaurArian" <taurarianREMOVEC...@gmail.com> wrote:
| > chris
| >
| > Please post back your response from MS as it may help others who are in the same
| > situation.
| > Thank you.
| >
| > --
| >
| > TaurArian [MVP] 2005-2008 - Update Serviceshttp://taurarian.mvps.org
| > ======================================
| > How to ask a question:http://support.microsoft.com/kb/555375
| > Computer Maintenance: Acronis / Diskeeper / Paragon / Raxco
| >
| >
|
|

Well, I do not have KB938371 installed anymore, since I had to restore
from a backup in order to use my machine at all.. I have work to do
this weekend, and that includes catching a flight early tomorrow
morning, so I'm not about to kill my machine again right now in order
to troubleshoot tonight, unless this is something that's already on my
machine. Maybe I can try that again Sunday, but I can't promise it.

Are you asking for the setupapi.log AFTER KB938371 was installed? Even
if I were to reapply the patch, that would be difficult, as I can't
even log in after that update is installed..

Booting from the DVD gets me recovery options, but I don't have a
floppy in my computer so I can't exactly copy off those files with
recovery console or something. Any other ideas?

I imagine I could reapply the patch, copy the files to another
partition, then restore from backup again.. Honestly, I don't have the
time to do that tonight. I'm on a tough work schedule and this thing
has cost me enough time. I appreciate this TaurArian and Eric, but
unfortuantely I just don't have the time to get those files now..
(Sorry everyone else - can anyone else get the logs after installing
the patch?)

Are you saying that microsoft can't re-create this in-house, or the
fix may not be universal, to the point where users have to send in
individual setupapi.log files?





On Apr 11, 7:34*pm, "TaurArian" <taurarianREMOVEC...@gmail.com> wrote:
> Hi Chris, MS are looking into the problem.
>
> Since you have KB938371 could you please forward the following files to Eric -
>
> · * * * * Setupapi.log
> Setupapi.dev.log
> Msinfo32.txt
>
> at: ericb...@REMOVEmicrosoft.com