Mouse stopped working after cleaning device error.

[kkl90]

Hi everybody, past week I had message from driver booster 9 that I have a "device error". My mouse was lagging a bit at that moment, so I cleaned it with fix device error thing. After that my mouse is not working at all on my windows 11 system, even after trying installing/updating drivers for my mouse. The mouse is an Onn. gaming mouse. If anybody can reply, I will appreciate it so much!

[Cicely]

Hi

Since the environment of each PC is different, we need the tool to get the information about your system and the operation of our program. Without the required information, we can do little to analyze the issue or further help you. Your understanding is highly appreciated and it would be much better if you can follow the steps in the previous email to get the information.
Please download https://cdn.iobit.com/dl/db/debug/DBInfoHelper.exe > double click to run this tool on the problem PC > click 'Save report to Desktop' > find db_info_YYMMDD.zip on your desktop > send us the zip file.

We will analyze the file and try our best to find a solution for you.

 

[kkl90]

Hello, thank you so much for replying! And I am so sorry for my late reply as well. Here is the file.

db_info_20230312_i.zip

[Cicely]

Hi there,

According to the log, we find you have updated several drivers on March 1 for unplugged USB devices. Did the problem happens after March 1? Anyway, could you please send us the serial information for your mouse so that we can search driver for you to fix the problem?

Waiting for your reply.

[kkl90]

Hi again! No, it happened before march 1. Maybe something different happened and that's why it showing the wrong date. But today I connected the mouse again, and now I can at least see it in device manager as "Unknown USB Device (Device Descriptor Request Failed)", and the driver booster detects it in "Fix Device Error". And also, I tried installing official drivers as I said on my first post, so I don't know if doing that again will work, because they are installed and enabled already. But here's the serial(S/N): 2030A32206 (I am not sure if that's the right serial because its blurred on my mouse).

[Cicely]

Sorry for that delayed reply. Please feel free to contact us when you need our help.

[kkl90]

I am sorry. What exactly do you mean by that?

[Cicely]

Does your mouse now work well?

[kkl90]

No, it's still doesn't work. I meant that my mouse appears in device manager right now for some reason. Before it didn't show up at all.

[kkl90]

I forgot to say that the device manager recognizes my mouse as "Unknown USB Device (Device Descriptor Request Failed)" like I said before. And in "Fix Device Error" it says "Error code 43". Hope this helps somehow.

[camilasaunder89]

Hi, There can be Hardware issue on your computer. Uninstall it to check if it's not causing trouble with the mouse. You can also try to disconnect the mouse and then connecting it again. Also, Boot into Windows Safe Mode. If the mouse is working in Safe Mode, there is a driver issue..

[Cicely]

Hi there,

If the problem is not fixed, please get information with the tool again. We will further analyze it after we receiving the log.

https://cdn.iobit.com/dl/db/debug/DBInfoHelper.exe 

[kkl90]

Hi, camilasaunder89. I don't really understand about the hardware. How can I find a hardware issue, and uninstall it? I've tried reconnecting the mouse and even connecting to the different laptop, but those methods didn't help me.. And yes, I forgot to try safe mode, but my mouse still doesn't work. But I think it's a driver issue. Thank you for the reply.

[kkl90]

Hello Cicely. Yes, the problem still remains.

db_info_20230325_i.zip

[Cicely]

Hi there,

1. Please download and install the driver from the link below to see if it can fix the problem:

https://dlcdnets.asus.com/pub/ASUS/GamingNB/DriverforWin10/TouchPad/PrecisionTouchPad_ROG_ASUS_Z_V11.0.0.32Sub3_15430.exe

https://dlcdnets.asus.com/pub/ASUS/GamingNB/DriverforWin10/INFUpdate/INFUpdate_DCH_ROG_Intel_Z_V10.1.31.2_15362.exe

https://dlcdnets.asus.com/pub/ASUS/GamingNB/DriverforWin10/SerialIO/SerialIO_ROG_Intel_Z_V30.100.2020.7_18254.exe

2. Reboot PC. Tell us if the driver is installed successfully, or if your system is back to normal. No matter whether the problem is fixed or not, please let me know the result. 

3. If the installation fails, please download https://cdn.iobit.com/dl/db/debug/DBInfoHelper.exe, >> double click to run this tool >> click 'Save report to Desktop' >> find db_info_YYYYMMDD_i.zip on your desktop >> send us the zip file. And also please send us the related screenshot of the error message you get when you install the driver.

Thank you for your time.