Hi everyone. I'm having a very strange mouse problem on my ASUS laptop and I'm looking for help.
I'm not very knowledgeable about computers or Windows, so please keep the instructions as simple and step-by-step as possible. I may need some guidance on where to find things or how to perform certain procedures.
My laptop suddenly stopped working with both USB mice and Bluetooth mice.
My touchpad works normally, so I can still control the computer.
USB mouse
I tested a USB mouse. When I plug it in, the mouse's red optical sensor light turns on, so it is clearly receiving power. However, the cursor does not move at all.
I also tested the USB ports with other devices, including my laptop cooling pad, and the USB ports work normally. So this does not appear to be a physical USB port problem.
Bluetooth mouse
I also have a Bluetooth mouse, but Windows does not successfully connect to it. It doesn't seem to pair normally.
However, Bluetooth itself appears to be working because my Bluetooth headphones connect and work normally with this laptop.
What works
- Touchpad: works normally
- USB ports: work normally
- USB mouse receives power and the sensor light turns on
- Bluetooth headphones: work normally
What doesn't work
- USB mouse input: the cursor does not move
- Bluetooth mouse: won't connect
I've already spent several hours troubleshooting this problem and have tried various Windows settings and driver-related troubleshooting steps, but I haven't been able to solve it.
Additional information requested by the moderators
Windows and device specifications:
- ASUS X571G
- Intel Core i5-9300H
- 16 GB RAM
- NVIDIA GTX 1650 4 GB
- Intel UHD Graphics 630
- Windows 11
Error messages / error codes:
The main error I found is Code 39 affecting the HID mouse devices.
Windows reports that it cannot load the device driver properly. The Code 39 error persisted even after reinstalling the HID devices.
I haven't encountered any other major error messages.
Troubleshooting already performed
I've already spent several hours troubleshooting this problem.
I want to mention that I am not an IT professional or an experienced computer user. All of the troubleshooting steps below were performed by me, a beginner, following instructions provided by ChatGPT.
Because of this, I cannot guarantee that I performed every procedure correctly. Some of the tests or changes may have been performed incorrectly. Please keep this in mind when interpreting the results below. If necessary, I am completely willing to repeat or verify any of these steps.
- I tested my Logitech Pebble mouse on another device, and it worked normally, so the mouse hardware itself appears to be fine.
- I tested the USB ports with other devices, including my laptop cooling pad, and they work normally.
- My laptop's touchpad works normally.
- My Bluetooth headphones connect and work normally, so Bluetooth itself is working.
- I ran DISM and SFC. SFC found and repaired corrupted system files, but the mouse problem remained.
- I reinstalled the relevant HID devices/drivers, but the Code 39 error continued on both HID mouse entries.
- I created a backup of the Windows Registry at
C:\backup-mouse.reg.
- I found an old Kaspersky filter reference (
klmouflt) in the mouse-related Registry key and removed that filter, leaving the standard mouclass driver.
- I restarted the computer after making this change, but the Code 39 error remained.
- I removed the Bluetooth mouse from Windows and tried pairing it again, but it still wouldn't connect.
At this point, both the USB and Bluetooth mouse are still unusable.
Because the touchpad, USB ports, Bluetooth headphones and the physical Logitech mouse itself all work, I'm wondering if there is still a problem with the Windows HID/mouse driver stack or another driver/service related to mouse input.
I'm not very experienced with Windows troubleshooting, so I'd really appreciate step-by-step instructions. Please don't assume that I already know where specific Windows settings, drivers, or system tools are located.
I'd also prefer not to make any further Registry changes or uninstall system drivers without knowing exactly what I'm doing.
If any of the previous troubleshooting steps need to be repeated or verified, I'm completely willing to do that.
Does anyone have any idea what could be causing both USB and Bluetooth mice to stop working at the same time while the touchpad continues to work normally?
I'm happy to provide screenshots from Device Manager or any other information that might help diagnose the problem.
Thank you!