Keyboard, Mouse, or Trackpad Stops Working
Symptoms
Use this guide when keys do not respond, the pointer will not move, clicks are ignored, a trackpad works intermittently, input repeats, or an external keyboard or mouse disconnects. First determine whether one device is affected or all input is unavailable. A single failed accessory usually has a different cause from a computer that is completely unresponsive.
Urgent safety check
Stop and disconnect the device if there was a liquid spill, visible cable damage, a hot or discolored connector, sparks, smoke, a burning smell, or a swollen laptop case that is pushing up the trackpad or keyboard. Do not keep clicking or charging a damaged accessory. Contact support or site safety staff. If the computer itself is frozen but there is no hazard, wait a minute before using one controlled restart.
Safe checks
Check whether the computer is responsive. Look for a moving clock, an active video, or a Caps Lock indicator. If another input method works, save open work. If nothing responds, perform one normal restart using the available controls. Use a forced power-off only once if no normal control is possible.
For a wired accessory, reconnect it. Unplug and reconnect it directly to the computer. Avoid a dock or hub during testing. Try another compatible port. Inspect the plug and cable from the outside, and stop if they are bent, frayed, hot, or discolored.
For a wireless accessory, check simple causes. Turn it off and on, confirm the batteries are installed correctly, and replace or recharge them if needed. If it uses a USB receiver, reconnect the receiver directly. Keep the device close to the computer while testing. Do not remove organization-managed pairing records unless support directs you.
Check built-in enable controls. Some laptops have a touchpad key or key combination that can disable the trackpad. Look for a touchpad symbol and press the documented key once. In Windows, open Settings, Bluetooth & devices, Touchpad if keyboard navigation is available. On a Mac, check System Settings, Trackpad or Keyboard using another known-working input device.
Use a temporary accessibility input method. Windows offers the On-Screen Keyboard, and macOS offers the Accessibility Keyboard. Use these only to save work or reach settings. Do not enter sensitive credentials while someone else can view or control the screen.
Clean only the exterior safely. Shut down the computer or turn off the accessory. Use a dry, soft, lint-free cloth around keys and the tracking surface. Do not spray liquid directly, remove keycaps, or insert tools into gaps.
Test one known-good approved device. If available, connect an organization-approved USB keyboard or mouse directly. If it works, the original accessory is likely the issue. If multiple devices fail in the same port or all built-in input stops, note that pattern for support.
Restart and check approved updates. After saving work, restart once. Use only Windows Update, macOS Software Update, or the computer manufacturer's approved support tool. Do not download drivers from advertisement links or third-party driver sites.
What not to do
Do not open the accessory or laptop, pry off keys, pour cleaner into the device, use compressed air on liquid residue, edit the registry, run an unapproved driver updater, disable endpoint protection, or erase or reinstall the operating system. Do not continue using a swollen laptop. Never send a password, MFA code, recovery key, customer data, or confidential file in a support ticket.
When to escalate
Escalate immediately for liquid, heat, smoke, sparking, swelling, or damaged connectors. Contact support after the safe checks if built-in input remains unavailable, several approved devices fail, the issue returns after each restart, input behaves on its own, or the problem started after an impact. If random input could cause accidental changes, shut down normally and stop using the device.
What to include in the ticket
Include the computer make, model, asset tag, operating system, affected device make and connection type, whether built-in or external input is affected, which ports were tested, any exact messages, and when the issue began. State whether an approved alternate device worked and list the numbered checks completed. A photo of physical damage is useful if it exposes no confidential information. Do not include credentials or sensitive files.
Official references
- Microsoft, mouse and keyboard: https://support.microsoft.com/en-us/windows/hardware/input-devices/mouse-and-keyboard-problems-in-windows
- Microsoft, touchpad: https://support.microsoft.com/en-us/windows/hardware/input-devices/fix-touchpad-problems-in-windows
- Apple, wireless input devices: https://support.apple.com/en-us/102498
- Apple, key presses: https://support.apple.com/guide/mac-help/if-your-mac-doesnt-respond-to-key-presses-mchlp1240/mac