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Hi there and welcome
Can you tell me the make and model of the device with the issue?
Can you hold FN and with it held, press F5
Does it then function?
Are you able to use a USB mouse at the moment in order to do my next instructions?
Is that working at the moment?
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
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
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
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.
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
If you just press the windows key does anything open?
HYes I am, was waiting on a response to my last instructions
So the Keyboard does nothing at all as well correct?
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?
Press the tab button until the password ***** is in focus, then you can sign in by typing
You already paid the deposit, but we can continue when you return?
Ok, now you are there, use the enter key to select in place of the mouse click
What did you choose to get onto the next page?
You should see the option to do a system restore, you see this?
Restart the computer and repeat the instructions again please, ill list them below again
ok, now try to run it
You need to select a date, you see them in the list?
yes, choose System Restore, use Tab to highlight it
If you press Tab you should see the box around the text that indicates it is highlighted, move between the options.
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?
Use the attach file button please.
ok, you see how System Protection has a box aroundd it, press tab and it should then move to System Restore
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
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.
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
ok, now select get started under reset my pc
Choose to keep your files and complete the reset
Let me know the results please
ok thank you
This is following the reset of the PC?
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.