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Recent Windows 10 Update breaks USB Mouse and Keyboard on Dell 3040


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#1 mjohnson007

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Posted 19 February 2018 - 10:52 AM

The windows update last Tuesday has been causing issues with ONLY our Dell Optiplex 3040 SFF units.

 

The mouse and keyboards drop off.

 

If we unplug the mouse or keyboard and plug it in it appears to install BUT they do not.  They show up as unknown devices.

 

We have tried all the usual suggestions.  Uninstalling the USB hub and the devices and the same issue the mouse and keyboard will not install.

We have tuend off USB sleep have tried various BIOS settings.

 

We have done rollbacks that work but a few days later the issue has come back.

 

We have seen this ONLY on our 3040s about 10 so far.  Our 3010, 3020, and 3050s do not demonstrate this bug.

 

When we try to manually reinstall the mouse and KB; windows states NO DRIVERS FOUND.  The devices show as unknown devices with the right names wired dell keyboard and HID compliant mouse.

 

As another workaround we have the device drivers in a separate folder and we can manually update the mouse and KB that  that way.  BUT if the user moves the mouse or KB to another port we would have to do the manual install again.

 

Mouse and KB are the only items being affected.  Printers are not and other USB devices.

 

Anyone else seen this issue and any solutions?



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#2 mjohnson007

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Posted 19 February 2018 - 01:04 PM

And I stand corrected.  We thought it was limited to 3040s but now we see it on 3020s.  So it appears to not be model specific but a bug with the recent MS updates.



#3 JohnC_21

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Posted 19 February 2018 - 01:24 PM

I am going to throw out a possible maybe. Are the mouse and keyboard attached to the USB 3.0 ports? If yes maybe moving them to the USB 2.0 ports would help. 



#4 mjohnson007

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Posted 19 February 2018 - 01:29 PM

We see the issue whether on the 3.0 ports or the standard 2.0   What is odd is that when we install the driver it works for that port.  If we move it to another port, windows doesn't install the driver.  we have to manually install it.  And then if we move between the ports we manually updated the mouse or KB will still work.  if we plug into another port we DID NOT manually update then the mouse or KB will not work, we have to install the driver again for windows to recognize the port. 



#5 mjohnson007

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Posted 19 February 2018 - 01:38 PM

This issue only seems to affect ONLY HID USB devices



#6 JohnC_21

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Posted 19 February 2018 - 01:39 PM

That is strange. I can't say this would work but there is a utility called DeviceCleanupCmd that will delete all non-present devices on the computer. It essentially cleans all drivers for any device attached to the USB port previously. Other than that I am out of ideas. Windows 10 allows one to disable any Manufacturer driver updates but this seems like something internal to Windows if it's affecting only the mouse and keyboard on all USB ports.



#7 BBS_Computing

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Posted 19 February 2018 - 04:08 PM

I own a Computer repair shop. All morning i have had customers calling complaining about their keyboard and mice not working, from Dells to Hp to custom built computers. PS/2 will work. 



#8 JohnC_21

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Posted 19 February 2018 - 04:13 PM

Welcome to Windows 10 as a service.  :crazy: I expect more of this especially because of Microsoft pushing two major upgrades a year. Hopefully they push an update that fixes this mess. Strange that the insider builds didn't catch this.


Edited by JohnC_21, 19 February 2018 - 04:13 PM.


#9 mjohnson007

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Posted 19 February 2018 - 04:24 PM

We have been perplexed by this.  We had a group of PCs that rebooted today and lost KB and mouse.  We have been doing more comparing and 2 files that recently changed were HIDPARSE.sys and HIDCLASS.sys.  We have over 525 Dells throughout our company and this is something we usually only saw once in awhile but it is more widespread now and seems to correspond to the newest updates from Patch Tuesday.

 

When we update drivers, we also tested just using folders with ONLY the INFs, no drivers, and that still works. So even though windows using the regular update states no drivers found they must be stored somewhere.

 

If you come across a better fix than manually running a driver update using files in another location please let us know.  We will do the same.

 

Is there a good way to report a bug to Microsoft?



#10 JohnC_21

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Posted 19 February 2018 - 04:47 PM

Look for updated drivers here.

 

Windows\System32\DriverStore\FileRepository

 

Reporting a bug or problem:

 

https://support.microsoft.com/en-us/help/4021566/windows-10-send-feedback-to-microsoft-with-feedback-hub-app



#11 pcpunk

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Posted 19 February 2018 - 05:47 PM

Well, you aren't the only one.  I'll leave you with a few links you may have seen already.  I do see some really recent Drivers at the official Dell page.

http://www.dell.com/support/home/us/en/19/product-support/product/optiplex-3040m-desktop/drivers

 

https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/mouse-and-keyboard-not-working-windows-10/19ff8592-df55-45d2-b385-baf7f01ae155

 

https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/keyboard-and-mouse-not-working-with-windows-10/94c0f66b-f0d9-4299-b05e-55dd25315cfb


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#12 JohnC_21

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Posted 19 February 2018 - 06:27 PM

Some more info: 

 

https://www.askwoody.com/2018/report-of-the-win10-1709-cumulative-update-kb-4074588-disabling-usb-devices/

 

Edit: Added links

 

https://answers.microsoft.com/en-us/windows/forum/windows_10-update/after-kb4074588-something-bricked-usb3-support-on/8cb54051-549d-4609-9e27-3a2873d68891?auth=1

 

https://github.com/docker/for-win/issues/1707

 

Windows Update KB4074588 causes permission denied on port mapping

 

https://www.computerworld.com/article/3256218/microsoft-windows/buggy-win10-1709-cumulative-update-kb-4074588-redlining-bluescreening-borking-usb.html


Edited by JohnC_21, 20 February 2018 - 04:06 PM.


#13 lwlopez1

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Posted 19 February 2018 - 10:52 PM

FIXED FIXED FIXED FIXED FIXED FIXED FIXED FIXED FIXED FIXED

 

 

 

Reboot 1st before trying these methods. Some methods may have to be performed remotely because your friggin USB ports aren't working. Method 4 is the method for when nothing else can be done.

 

 

 

Method 1:

 

Windows Key + R

 

appwiz.cpl

 

View installed updates

 

Look for update KB4074588 (OS Build 16299.248)

 

Right Click it. Uninstall it. DO NOT REBOOT YET.

 

Windows Key + R

 

ms-settings:

 

Click OK

 

Click Windows Update

 

Scroll way down to the bottom

 

There are possibly 3 options

 

Change them all to the max number of days

 

365 days for top option

 

30 days for security updates option

 

Pause updates (slider bar to turn it on)

 

Reboot

 

 

 

Method 2: (if Method 1 does not work)

 

Windows Key + R

 

rstrui

 

Click OK

 

Restore to a date before the Windows Update

 

Windows Key + R

 

ms-settings:

 

Click OK

 

Click Windows Update

 

Scroll way down to the bottom

 

There are possibly 3 options

 

Change them all to the max number of days

 

365 days for top option

 

30 days for security updates option

 

Pause updates (slider bar to turn it on)

 

Reboot

 

 

 

Method 3: (if Method 1 or 2 doesn't appeal or work)

 

Windows Key

 

cmd  (just type cmd without thinking and the following will happen)

 

Command Prompt will become visible (Right Click it and choose Run As Administrator)

 

dism /online /remove-package /packagename:Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.248.1.17

 

Press Enter (Return)

 

It will ask you to reboot ANSWER NO for now.

 

Windows Key + R

 

ms-settings:

 

Click OK

 

Click Windows Update

 

Scroll way down to the bottom

 

There are possibly 3 options

 

Change them all to the max number of days

 

365 days for top option

 

30 days for security updates option

 

Pause updates (slider bar to turn it on)

 

Reboot

 

 

 

Method 4: (last resort if all heck breaks loose)

 

Crash the computer a few times on purpose

 

Get to the Windows Automatic Repair screen

 

Advanced options

 

Command Prompt

 

dism /online /remove-package /packagename:Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.248.1.17

 

Press Enter (Return)

 

It will ask you to reboot ANSWER Yes

 

After reboot, you may have to remove the update again using Method 1

 

 

 

This is almost the same fix for INACCESSIBLE BOOT DEVICE from another package name Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.214.1.17 as well and January issues from another package Package_for_RollupFix~31bf3856ad364e35~amd64~~16299.192.1.9 Use these using Method 4 and substitute these package names for the one listed in Method 4.

 

 

 

There have been an instance that repeats the issue another user had called STOP 0xc000021a where a system restore caused this issue. I think that was caused by running a system restore PRIOR to a completion of a successful patch update. That's why the reboot first option is best.

 

 

 

None of this is recommended by Microsoft for Security purposes

 

All of it is recommended by MILE Technologies (us) for functionality and business continuity.

 

 

 

-miletx.com



#14 mjohnson007

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Posted 20 February 2018 - 09:25 AM

While that may work sometimes we have found that rolling back doesn't allow the PC to boot and get stuck in system restore.

 

What we do is remote into the PC, since the keyboard is non functioning.

 

We copy a folder containing the ini and sys files in it for:  (We have found that having only the ini present will also work)

HDC

HIDCLASS

INTEL® 100 SERIES CHIPSET - USED ON OUR DELLS

KEYBOARD

MOUSE

USB

 

The we go into device manager and update the driver, from the folder we copied over, for keyboard and for the mice under other devices.

 

Windows will then install the drivers and the mouse and keyboard are back and working.

 

this is much quicker than doing the rollback or trying the rollback and not having it work.

 

And hopefully Microsoft addresses this as it is apparent this is a major bug.

 

It also has a long thread on askwoody.com as posted by Johnc yesterday:



#15 pcpunk

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Posted 20 February 2018 - 09:55 AM

Did you try any of these

https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/keyboard-and-mouse-not-working-with-windows-10/94c0f66b-f0d9-4299-b05e-55dd25315cfb


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