How to troubleshoot mouse problems
If your mouse is not working there are a number of steps you can take to try to resolve the problem. This document is a follow-up to several other documents focussed on specific identifiable mouse problems. For the keyboard instructions version of this document, see document 39030 — How to use keystrokes to troubleshoot mouse problems. (The { Tab} key will take you from link to link. Pressing { Enter} allows you to select the link.) For more tips on navigating without a mouse see document 39017 — How to navigate without a mouse.
To troubleshoot mouse problems take the following steps:
These first steps apply regardless of your operating system"
If you plugged in your mouse after you turned on your machine then your operating system may not recognize it. Or the mouse may be loose. Shut down your machine. Make sure the mouse is firmly attached then reboot your machine.
Make sure the mouse type and the port you are using match. For more information on checking the mouse type and port, see document 32006 — External mouse not working - use correct mouse type. Note: This is a really important step. Just because you are using a mouse that came with your machine does not mean it is the correct mouse for the port you are trying to use.
Known problem with the Toshiba Tecra 9000 is hardware failure of the USB and PS2 ports. If a known working mouse does not correct the problem send the machine in for repair.
Check the condition of the cord. Are there any kinks or tears in the cord? Are any of the pins in the plug or socket bent? If you see any of this kind of damage you may need a new mouse. For information on getting a new mouse see document 75025 — How to order a computer mouse.
If you use a Y splitter for the PS/2 port try switching the keyboard and mouse plugs. That is, connect the keyboard to the plug marked "mouse" and the mouse to the plug marked "keyboard." If that doesn't work try switching them back again.
Borrow a mouse that you know works. Shut down your machine and reboot it with the borrowed mouse attached. If the borrowed mouse works then you need a new mouse. For information on getting a new mouse see document 75025 — How to order a computer mouse.
The following steps apply only if you are using the NT4 operating system. If you are using Windows 2000, click here for more information.
If you have a Toshiba Portege 3440 , 3480 oor Tecra 8100 you should install or re-install the Logitech drivers from the Software Library. See document 39056 — Mouse not responding on Tecra 8100, Portege 3440 or 3480, Deskpro EN.
Check that the "mouse properties" match the kind of mouse you are trying to use, for more information click here.
If you are trying to install a serial mouse, or if the serial mouse sometimes doesn't work on start up see document 39002 — External mouse not working, add serial mouse device.
Check that the correct drivers are enabled. For more information, click here.
Substitute a known good port replicator bar. For more information, click here.
In most cases the above steps will result in a properly working mouse.If the above steps did not correct the problem open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Make sure your "mouse properties" match the kind of mouse you are using:
Click here for the Toshiba Portege3440, 3480, Tecra 8100 or Compaq Deskpro EN.
Note: the instructions below are specific to Windows NT4.
Open the Start menu, select Settings, then Control Panel.
Double-click on the Mouse icon to open it.
Click on the General tab.
Under Name look for a mouse device that matches the type you are using:
PS/2 Port Mouse (the specific type - Logitech, Microsoft, or Standard should not matter) on the PS/2 port?
or
Serial Mouse (the specific type - Logitech, Microsoft, or Standard should not matter) on the serial port?
If there is more than one pointing device (mouse) defined for your machine you may need to click on the drop down box to see that the correct mouse type exists in Mouse properties. Which device shows in the box doesn't matter as long as the correct one is listed in the drop down box.
If the mouse properties are correct, return to the troubleshooting list above. If the mouse properties are incorrect change them. For instructions on changing to the mouse type, click here.
Return to the troubleshooting list above.
Checking mouse properties on the Toshiba Portege 3440, 3480, Tecra 8100 or Compaq Deskpro EN.
Note: the instructions below are specific to Windows NT4.
Open the Start menu, select Settings, then Control Panel.
Double-click on the Mouse icon to open it.
Click on the Devices tab.
Under Device Information look for a mouse device that matches the type you are using:
Look for something referencing the
PS/2 port e.g. "
Accupoint II on the PS/2 Port" or "
Pointing Device on the PS/2 port" if you are using the PS/2 port
or
Look for something referencing the
Com1 or
Serial port e.g. "
Wheel Mouse on the Com1 Port" or "
M-series device on the Com1 Port" if you are using the serial port.
If there is more than one pointing device (mouse) defined for your machine you may need to click on the drop down box to see that the correct mouse type exists in Mouse properties. Which device shows in the box doesn't matter as long as the correct one is listed in the drop down box.
If the mouse properties are correct, return to the troubleshooting list above. If the mouse properties are incorrect change them. For instructions on changing to the mouse type you want, click here.
Return to the troubleshooting list above.
Change your mouse properties to correct mouse type
Click here for the Toshiba Portege 3110, Toshiba Tecra 510, 550, 8000 or anything in the 7000 series.
Click here for the Toshiba Portege 3440, 3480, Tecra 8100 or Compaq Deskpro EN.
Note: the instructions below are specific to Windows NT4.
Make sure the mouse is securely attached. Shut down then restart your machine.
Select Start menu, then S ettings, then Control Panel.
Double-click on the Mouse icon to open it.
Click on the General tab.
Click on Change.
Click on the Show all devices radio button. A select device window will open.
Under Manufacturers click once on " Microsoft" to select it. Under Mo dels click once on the correct mouse type, either Microsoft PS/2 Port mouse or Microsoft Serial Port mouse.
Click on OK, click on Yes to the driver question.
NOTE: If you get an "Insert Disk" message it means you do not have the correct file in your c:\winnt\system32\drivers folder. To get the correct file:
Click on OK.
Click on Browse.
Navigate to P:\Build\NTFiles\i386, then click Open. If you get a "Files Needed" window, click on OK.
Click on Close. A " Systems Settings Change" window will open asking you to restart your computer. Select Yes.
Your mouse properties should now match the mouse type you have connected. If your mouse still does not work return to the troubleshooting list above.
Check that your mouse drivers are enabled, enable mouse drivers
Note: the instructions below are specific to Windows NT4.
Make sure the mouse is securely attached. Shut down then restart your machine.
Click on Start menu, then Settings, the Control Panel.
Double-click on the Devices icon. The Devices window will appear.
The De vice box has three columns. The first column identifies the device, the second column identifies the status of the device (it will be blank, "started" or "stopped") and the third column identifies the startup type (system, manual, automatic or disabled). You will need to check the status of both the Mouse Class Driver and the driver for the type of mouse you are using (serial or PS/2).
Look for Mouse Class Driver in the Device column. The startup type should be " system" and the status should be " started."
If either setting is incorrect you will need to change them. Before changing them check the settings for the type of mouse you are using. If only the "Mouse Class Driver" settings are incorrect click here for instructions on changing them.
If you have Toshiba Portege 3110, Tecra 550, 510, 8000, or anything in the 7000 series and are connecting to the serial port look for Serial Mouse (or SERMOUSE) in the Device column. If you have a Toshiba Portege 3440, 3480, or Tecra 8100 you should have Logitech mouse drivers installed and the device to look at is Logitech Serial Mouse Driver. If you have a Toshiba Portege 3440, 3480 or Tecra 8100 and you don't see the Logitech Serial Mouse Driver you should install or re-install the Logitech drivers from the Software Library. See document 39056 — Mouse not responding on Tecra 8100, Portege 3440 or 3480, Deskpro EN.
The startup type should be "system" or "boot" and the status should be "started". If either setting is incorrect click here for instructions .
If both settings are correct then click on H W Profiles . . .. The Status box has three columns. The first column identifies the status of the device (either enabled or disabled). The status of the Serial Mouse Driver or Logitech Serial Mouse Driver (depending upon your machine type) should be "enabled." If it is not click once on the Serial Mouse Driver or Logitech Serial Mouse Driver to select it, then click on the Enable button. Click on OK, then shut down and restart. Important: If you have the Logitech Serial Mouse Driver in devices it should be enabled and the "Serial Mouse Driver" should be disabled.
If you are connecting to the PS2 port look for i8042 Keyboard and PS/2 Mouse Port in the Device column if you have Toshiba Portege 3110, Tecra 550, 510, 8000, or anything in the 7000 series. If you have a Toshiba Portege 3440, 3480, or Tecra 8100 you should have Logitech mouse drivers installed and the device to look at is Logitech Keyboard and PS/2 Mouse. Important: If you have the Logitech Keyboard and PS/2 Mouse in devices it should be enabled and the "i8042 Keyboard and PS/2 Mouse Port" should be disabled.
The startup type for the PS/2 mouse should be "system" and the status should be "started". If either setting is incorrect click here for instructions .
If both settings are correct then click on H W Profiles . . .. The Status box has three columns. The first column identifies the status of the device (either enabled or disabled). The status of the i8042 Keyboard and PS/2 Port Mouse or Logitech should be "enabled." If it is not click once on the PS/2 Port Mouse to select it, then click on the Enable button. Click on OK, then shut down and restart.
If all settings are now correct click on Close.
Correcting the settings in "Devices" should restore your mouse to normal function. If it does not return to the troubleshooting list above.
To force recognition of either the PS/2 Mouse Port or Serial Mouse Port device on your Win NT 4.0 machine, follow these steps:
Close all open programs ( e.g. Word, Excel, Lotus Notes etc. should all be closed before you begin.)
Make sure the mouse is securely attached. Shut down then restart your machine.
Select Start, then Settings, then Control Panel.
Double-click on the Devices icon to open it.
Scroll down to the mouse type you are using.
For the Serial port look for Serial Mouse (or SERMOUSE) if you have Toshiba Portege 3110, Tecra 550, 510, 8000, or anything in the 7000 series or Logitech Serial Mouse Driver if you have a Toshiba Portege 3440, 3480, or Tecra 8100.
For the PS/2 port look for i8042 Keyboard and PS/2 Mouse Port if you have a Toshiba Portege 3110, Tecra 550, 510, 8000, or anything in the 7000 series or Logitech Keyboard and PS/2 Mouse if you have a Toshiba Portege 3440, 3480, or Tecra 8100.
Click on Star tup.
For Startup Type select System and click on OK.
Start the Mouse Class Driver. Click here for instructions on starting the "Mouse Class Driver".
Return to the troubleshooting list above.
To force recognition of the Mouse Class Driver on your Win NT 4.0 machine, follow these steps:
Close all open programs ( e.g. Word, Excel, Lotus Notes etc. should all be closed before you begin.)
Select Start, then Settings, then Control Panel.
Double-click on the Devices icon to open it.
Scroll down to Mouse Class Driver.
Click on Star tup.
For Startup Type select System and click on OK.
Click on Close to close the Devices menu.
Change your "mouse properties" to the correct mouse type, click here for further instructions.
Return to the troubleshooting list above.
To install the mouse driver on your Windows NT 4.0 machine, you need to have the correct mouse drivers available. You can install them directly from the directions below, or you can find them on P:\Build\NTFiles\i386. Do not use these instructions for the Portege 3440, 3480, or Tecra 8100 instead see document 39056 — Mouse not responding on Tecra 8100, Portege 3440 or 3480, Deskpro EN.
Save either the new PS/2 mouse driver to your machine by clicking here (i8042prt.sys) or the serial mouse driver to your machine by clicking here (sermouse.sys).
The Save As window will open. From the Save In drop down list, change to the C:\WINNT\System32\drivers folder.
Click the Save button.
Save the new mouse class driver to your machine by clicking here (mouclass.sys)
The Save As window will open. From the Save In drop down list, make sure you are still in the C:\WINNT\System32\drivers folder.
Click the Save button.
After the file is finished being saved, you need to close off all your open programs and Shut Down and Restart your machine.
Once your machine is restarted change your "mouse properties" to the correct mouse type, click here for further instructions.
Return to the troubleshooting list above.
Substitute a known good port replicator bar.
If you are using a laptop see if you can find someone with a port replicator bar you know works properly and connect that to your machine. If connecting a known good port replicator bar works then retry your original port replicator bar. If you continue to have the same problem you can arrange for the replacement or repair of the port replicator bar.
To make an appointment for service open a NorthStar Ticket. Be sure to leave a contact number and describe the problem. You will be contacted by the appropriate party. To open a NorthStar Ticket, click here or see Eureka! document 70001 — How to create a service request in NorthStar.
Return to the troubleshooting checklist.
Check whether you have all expected devices attached.
If you get the error message At least one service or driver failed during system startup. Use Event Viewer to examine the event log for details. and when you go into the event viewer you see this message: Driver=SERMOUSE failed to load or The serial mouse does not exist or was not detected it means that the serial mouse was not recognized when you started up your machine, but one was expected. That will occur if the mouse was not attached to the serial port on start-up, or if the mouse is broken.
To resolve this problem you can
Ignore the error message (really it is OK to ignore the message) or
Attach a compatible mouse to the serial port. For more information see document 32006 — External mouse not working - use correct mouse type
Disable the serial mouse. For more information on disabling the serial mouse see document 29003 — ERROR: Driver=SERMOUSE failed to load.
Replace the broken mouse with one that works. For information on getting a new mouse see document 75025 — How to order a computer mouse.
Return to the troubleshooting list above.
Windows 2000 mouse configuration
Windows 2000 is a "plug and play" system which means that in most cases it can recognize and configure hardware on its own. You can try to force recognition of the serial mouse but if that is not the problem, or if that does not resolve your problem then open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Install the serial mouse on Windows 2000.
Click on the Start button, then S ettings, then Control Panel.
Select Administrative Tools
Select Computer Management
Select Device Manager
Select Mice and Other Pointing Devices
Highlight the Serial mouse (or which ever mouse is giving you the problem). Press the { Delete} key.
Confirm that you want to delete.
Shutdown and power off.
Make sure the mouse is attached to the correct port.
If the mouse is not installed automatically:
Click on the Start button, then S ettings, then Control Panel.
Double-click on the Mouse icon to open it.
A Mouse Properties window will open. Click the Hardware tab.
Allow the Hardware wizard to attempt to locate and install the mouse.
If you still have problems, click on the Troubleshoot... button and follow the instructions.
Return to the troubleshooting list above.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2000
All rights reserved.
Created: db 04/12/1999
Revised: db 12/29/2000