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7 Posts
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2380
December 2nd, 2016 14:00
Lost Function of Mouse and Keyboard
New Aurora R5 with Windows 10 Pro (3 weeks old). Was using the computer with both mouse and keyboard (bluetooth) and then they both stopped functioning. Tried attaching the wired Alienware wired mouse and keyboard. Still no function. Believe the computer is not frozen cause each time I reboot I can see the Cloud app signaling it is syncing.
Have tried to enter bios by pressing the F2 key as well as restarting and trying the F12 key when the Alien head appears (tried holding it down continuously and tried tapping the key repeatedly, neither worked. There is advice on the Dell sight to wait for the Alien Head and the F2 or F12 key to appear before pressing the key but my computer does not show a key - just the logo "Alienware" with the Head. The guidance is aimed at Windows 7 and 8. Not clear what the guidance for Windows 10 would be...).
Had created an Emergency Boot Disk on a thumb drive. Tested it after it was made to ensure it would boot - it did. Tried it in this situation and it does not.
Have tried repositioning the usb mice and keyboards to various ports on front and back. None work. Have pulled them out while the system is on to see if I get the notice to eject the usb device correctly. Do not get any messages of this sort. Also did this with my USB back-up hard drive. No notice.
Not sure what to do next. Help!
Tesla1856
8 Wizard
•
17K Posts
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December 2nd, 2016 15:00
Ignore Bluetooth devices not working for now. Turn them off.
Disconnect all USB Devices.
Connect only wired simple USB Keyboard and Mouse to BACK of computer and Reboot.
Any errors in (old school) Control Panel/ Device Manager?
u2jimbo
7 Posts
0
December 2nd, 2016 16:00
Tesla1856:
Just got off the phone with Alienware Tech Support. They believe the Motherboard has failed (I guess the USB modules on the Motherboard). They are contacting a local tech to install a new one sometime early next week. They are overnighting the motherboard.
Was unable to boot to bios or some deeper / alternative boot location TS wanted me to try with F8. Did a power drain and reboot with no luck. Complete loss of input capability prevented me from running the built-in testing modules. Tried two different sets of wired mice and keyboards with no luck. The system would reboot to the Windows desktop with no problem and it appeared to be functional (the cloud app was syncing; the clock was ticking; the network app disconnected if I pulled the ethernet cable out...).
I passed on the opportunity to send the computer back and buy another cause the Xmas rush would have put me out a month. The motherboard should be replaced by Wednesday. We shall see.
Thanks for your effort to help.