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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 38524
Experience:  Over 15 years of consulting to the IT industry
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My touchpad does not bring up the cursor. This has been the

Resolved Question:

My touchpad does not bring up the cursor. This has been the case for 2 weeks. Previously, it worked intermittently. The cursor would appear but the touchpad had no control of it.
Submitted: 27 days ago.
Category: Computer
Expert:  Richard replied 27 days ago.

Hi there and welcome

Can you tell me the make and model of the device with the issue?

Thank you

Customer: replied 27 days ago.
Toshiba Portege R 30-A-1CN
Expert:  Richard replied 27 days ago.

Thank you

Can you hold FN and with it held, press F5

Does it then function?

Customer: replied 27 days ago.
No
Expert:  Richard replied 27 days ago.

Are you able to use a USB mouse at the moment in order to do my next instructions?

Customer: replied 27 days ago.
No but I have a wireless mouse
Expert:  Richard replied 27 days ago.

Is that working at the moment?

Customer: replied 27 days ago.
No it still does not respond
Expert:  Richard replied 27 days ago.

ok, I want to do a system restore please.

To do this, close all programs.

Press the windows key (the one to the left of the left ALT key) + R and type in the run box that opens

rstrui

Press enter

Then follow the onscreen steps to choose a system restore and choose a date before this problem occurred.

Let it complete and tell me if it now functions correctly please

Customer: replied 27 days ago.
How do I close all programs when I can't open it? I have turned the computer off and then on again and then pressed windows key and R but nothing happened
Expert:  Richard replied 27 days ago.

If they are not open then you do not need to close them

You need to hold the windows key, it is the one to the left of ALT and then press R to open the run box

Customer: replied 27 days ago.
I have done that but nothing shows on screen
Expert:  Richard replied 27 days ago.

Can I connect please to your computer and do this?

I have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.

Customer: replied 27 days ago.
I'd prefer to continue here
Expert:  Richard replied 27 days ago.

ok, but you need to do the windows key and R to do the run box, it will open, your looking for the run box in the bottom left when you do it

Customer: replied 27 days ago.
Windows key and R has no effect on the screen
Expert:  Richard replied 27 days ago.

If you just press the windows key does anything open?

Customer: replied 27 days ago.
No, are you still there?
Expert:  Richard replied 27 days ago.

HYes I am, was waiting on a response to my last instructions

So the Keyboard does nothing at all as well correct?

Customer: replied 27 days ago.
I had replied immediately to your previous question but obviously my No hadnt got to you
The only effect of clicking anything on the Keyboard is to bring up the Sign In page but nothing further happens even with your suggestions which I understood were really for the cover page
Expert:  Richard replied 27 days ago.

No, my suggestions are not for the cover page, they are for in windows itself.

Are you saying you cannot even sign into the computer?

Customer: replied 27 days ago.
I cannot sign in as I need the cursor to do that
Expert:  Richard replied 27 days ago.

Press the tab button until the password ***** is in focus, then you can sign in by typing

Customer: replied 27 days ago.
That does not work either. I'm sorry but I have to go now-- I thought the problem could be solved relatively quickly. As the problem has not been soluble, I presume that my credit card will not be debited. Thanks for your efforts.
Expert:  Richard replied 27 days ago.

You already paid the deposit, but we can continue when you return?

Customer: replied 27 days ago.
I understood that the deposit was paid when the problem was solved and am amazed that it has been taken already.However I will revert later
Expert:  Richard replied 27 days ago.

Thanks

Customer: replied 27 days ago.
Richard, I'm back and have made a little progress in your initial instructons. I am niw at System Restore but cannot click on that to proceed !! Can you advise
Expert:  Richard replied 27 days ago.

Ok, now you are there, use the enter key to select in place of the mouse click

Customer: replied 27 days ago.
Before you responded I got to next page which is blank but with what looks like a cursor flashing in the bottom left corner. Do I need to reverse and if so how
Expert:  Richard replied 27 days ago.

What did you choose to get onto the next page?

Customer: replied 27 days ago.
Clicked when OK was highlighted in box
Customer: replied 27 days ago.
Now pressed tab, flashing stopped and 4 symbols have appeared in margin. One is 3 parallel lines and one looks like home
Expert:  Richard replied 27 days ago.

You should see the option to do a system restore, you see this?

Customer: replied 27 days ago.
It was on page and I thought by clicking OK that I was effecting System Restore
Expert:  Richard replied 27 days ago.

Restart the computer and repeat the instructions again please, ill list them below again

Press the windows key (the one to the left of the left ALT key) + R and type in the run box that opens

rstrui

Press enter

Then follow the onscreen steps to choose a system restore and choose a date before this problem occurred.

Let it complete and tell me if it now functions correctly please

Customer: replied 27 days ago.
Ok back to page with System Restore
Expert:  Richard replied 27 days ago.

ok, now try to run it

Customer: replied 27 days ago.
There is no provision for a date to be inserted
Customer: replied 27 days ago.
Do I click OK again
Expert:  Richard replied 27 days ago.

You need to select a date, you see them in the list?

Customer: replied 27 days ago.
No such list. Page is headed System Properties--- 4 sub headings with square around System Protection.
Then there is System Restore and below that Protection Settings with Available Drives and then 2 more lines with boxes. Am i on the right page?
Expert:  Richard replied 27 days ago.

yes, choose System Restore, use Tab to highlight it

Customer: replied 27 days ago.
Tab is not reacting
Expert:  Richard replied 27 days ago.

If you press Tab you should see the box around the text that indicates it is highlighted, move between the options.

Customer: replied 27 days ago.
Doesn't work. The only thing highlighted is OK but it is not clear what the ok is for as there are other boxes for Configure and Create
Expert:  Richard replied 27 days ago.

Can you take a photo and attach it to this question?

Though what may be easier for you is to reload windows. Is your data backed up?

Customer: replied 27 days ago.
I don't think so, photo to follow
Expert:  Richard replied 27 days ago.

thanks

Customer: replied 27 days ago.
Photo taken but don't know how to attach it to this " thread"
Expert:  Richard replied 27 days ago.

Use the attach file button please.

Customer: replied 27 days ago.
Hopefully the photo attaches as it is listed below
Expert:  Richard replied 27 days ago.

ok, you see how System Protection has a box aroundd it, press tab and it should then move to System Restore

Customer: replied 27 days ago.
Pressing Tab does nothing
Expert:  Richard replied 27 days ago.

Power off the computer.Hold 0 (zero) and with it held, power on the computer until you are at a menu.

Let me know when you are there please

Customer: replied 27 days ago.
Won't go beyond sign in page
Expert:  Richard replied 27 days ago.

IT will come up before the sign in, you need to power it completly off.

Then you hold 0 (zero) and with it held, power on the computer until you are at a menu.

Customer: replied 27 days ago.
It doesn't do anything other than go to Sign in page
Expert:  Richard replied 27 days ago.

Ok, we need to do a reinstall of windows, it will not touch your data but programs you will need to install again.

To do this, sign in to windows again

Then go to start, settings, update and security, recovery

Tell me when you are there please

Customer: replied 27 days ago.
There now
Expert:  Richard replied 27 days ago.

ok, now select get started under reset my pc

Choose to keep your files and complete the reset

Let me know the results please

Customer: replied 27 days ago.
I have to take a break again but will come back
Expert:  Richard replied 27 days ago.

ok thank you

Customer: replied 27 days ago.
Richard, some progress made since last talking to you but cursor still not under control. Intermittently it responds but jerkily and not really direct response.
Expert:  Richard replied 27 days ago.

This is following the reset of the PC?

Customer: replied 27 days ago.
Expert:  Richard replied 27 days ago.

Ok, that means it is not a software issue, what the reset does is completly reinstalls windows so any software issue that can cause this would be resolved, which leaves only faulting hardware as the fault.

It will either be the touchpad itself or the controller on the motherboard that has faulted, it can only be these two items left.

What you will be able to do as a workaround if it is not covered under warranty is to get a USB mouse (these are about $10) and use this instead. If the touchpad is what is at fault here, then the mouse will work for you.

If it is though still under warranty, then you would need to return it as they will replace the touchpad and the motherboard if needed, at no cost for you.

Richard and 4 other Computer Specialists are ready to help you
Customer: replied 27 days ago.
Thanks