Click below for Invoice Payments

06/01/08

PROBLEM: Troubleshooting A Mouse Problem
(Article: 799)

Summary

Troubleshooting A Mouse Problem

Symptom

The mouse does not work at all, or you receive a message that "Windows did not detect a PS/2 mouse" when you first start your system. There may also be a problem with the mouse working intermittently or only in one direction.

Cause

May be a problem with the connection of the mouse to the computer. May be a problem with dirt or improper mouse pad. Could be a wrong setting in the Mouse control panel or Accessibility control panel.

Resolution
 

The steps outlined below are done using the keyboard in case the mouse is not functioning. If you receive a message when Windows starts, stating that 'a PS/2 mouse was not found' these steps will help narrow down, if not fix, your problem. Note: If you are having a problem with a USB mouse, you should contact the manufacturer of the mouse for troubleshooting steps.

Check for proper hardware connections

IMPORTANT! Always power the system off before connecting or disconnecting any hardware or cables on your system.

• · Verify that the mouse is connected to the proper port on the back of the computer. In most cases this port is color-coded.
• · Visually inspect the plug at the end of the mouse cable. Look for bent or missing pins (on a PS/2 mouse, there should be 6 tiny pins). If pins are missing or bent, contact tech support for additional steps.
• · When plugging the mouse into the computer, make certain the plug is pushed in tightly.
• · Verify that the mouse rollers and ball are clean (see related article) and that the surface of the mouse pad is clean and free of obstructions. Verify that the mouse pad is proper for reliable mouse traction (not a piece of glass or some other very slick surface).
• · Verify that no other hardware was recently installed in the system. If so, remove the new hardware to verify there is no conflict with the mouse hardware. If the new hardware is causing the problem, contact the manufacturer of the new hardware for troubleshooting steps.
• · If possible, connect the mouse to another computer to help verify that the mouse is working properly. As an additional step, if possible, try another mouse on the computer having issues.

• If you have followed the above steps and the mouse still does not work, and you tested the mouse on another computer and you have verified it is a functioning mouse, follow these next steps. If you tried the mouse on another system and the mouse does not function, you should contact tech support for additional steps.

Steps for software

• Place the CD named 'Driver CD ROM' that came with your system into your CDROM drive. Restart your system.
• When the system restarts, you should see a blue screen with three letter boxes (if your system starts Windows again at this point, and you have more than one optical drive, try placing the Driver CD ROM into the other drive and restarting the computer).
• As the instructions indicate, press the letter 'D' to start the Hardware Diagnostics.
• The hardware diagnostics will ask a question about your keyboard and give you some information about what the hardware test will do. Read all the screens and start the hardware test.
• The hardware test is interactive and will thoroughly test your mouse in the final stages of the diagnostics.
• The hardware test can be very lengthy. Please have patience. It's best to start the test and check back every half hour or so to see if you are required to participate in the test.
• When the test is complete, you should contact tech support with the results.
• Note: if your system is older (pre - May 2001) a Driver CD ROM was not an option for your computer. In this case, you can look at the list below for some reasons for software mouse problems:
• Software causes
• · Windows does not identify the mouse correctly (remove and redetect in Device Manager)
• · Windows Mouse Control Panel settings are incorrect for the mouse
• · A real mode driver is loading in the Config.sys or Autoexec.bat file (Windows 95 or 98 only). Rename both files as a test.
• · Accessibility options in Control Panel are set incorrectly
•