T410 Issues: mouse & internet disabled - can't fix

[Mel222]

Hello,

I submitted this issue on another forum but haven't received a reply so thought I'd try here as well.

I have the Thinkpad T410, using Windows 7 32-bit. My problem is both my mouse and internet connections have been disabled (inadvertently).

I'll try to explain everything that occurred and what I have done thus far as best as I can:

Upon booting up the laptop all was fine, but then after I logged in I was entering in another password and I mistyped and accidentally hit a key combo that disabled my mouse. I heard one of those windows error noises after the keyboard fumble but didn't know which error noise it was for, and then I noticed my cursor was frozen. I had my touchpad already disabled so I had no controls and decided to do a reboot, but the mouse was still not working. I then removed the mouse from its port and plugged it back in, but that did nothing. I changed the battery in the mouse (it's a wireless mouse) and that wasn't the problem. I put the mouse on my old laptop (which I am using now to post this) and it works fine on that one. So I know it's not the mouse itself.

It might be helpful to describe the keys I may have hit accidentally - I don't know which ones exactly but the password I was typing had a capital O and right after I hit Shift + O is I think when I heard the error noise and the mouse stopped working. I remember noticing my left hand fingers pressing more than just one key at the time, so I may have hit Ctrl + Shift...or maybe even another key along with those two with left hand fingers as I was typing the O with my right hand finger. (I have my fn and ctrl keys switched by the way).

I found out how to enable my touchpad with the keyboard keys but I still couldn't figure out how to get the mouse working again. And then I noticed I no longer was connected to the internet via my wireless network connection. From the Internet connection icon in bottom toolbar I clicked "troubleshoot" and am getting an error message saying "A problem is preventing the troubleshooter from starting" (I was signed in as Admin). The error code for that was: 0x80070005, source = engine. I went into my control panel and tried to connect to a network and nothing happens.

Next I clicked the blue ThinkVantage button and pulled up the toolbox. The Diagnostics area shows a bunch of disabled devices and I have no idea what they all are for. The first three are: WAN Miniport (L2TP), WAN Miniport (Network Monitor), WAN Miniport (IKEv2), and then the fourth one is USB Input Device. I could list all of them if that would be helpful, but just thought maybe the first few were the ones that are causing all of this, but I don't want to be messin' around with stuff I have no idea what they're for.

I have no idea how all of that happened from just a mere fumble with my keyboard keys, but I need to get it back up and running normally soon! Any advice and help would be much appreciated. Thanks!

[GACrabill]

The first thing that I would try is restoring to the last Restore Point which was created before your problems started.

[precip9]

You may have turned on "Mouse Keys", since that can be done via an unusual key sequence.

See http://disability.illinois.edu/academic ... mouse-keys

[Mel222]

Thanks for your reply GA Crabill - It occurred to me to do that after I posted my question, but when I clicked on System Restore I got a message saying, "No restore points have been created on your computer's system drive", and it tells me to create one. But if I do that, will it allow me to go back in time from the time all this happened or will the newly created restore point be the time and date I am creating it and not before? I don't want to try it in case I shouldn't create a new restore point with the issue currently in place. Sorry if that is a silly question and thing to say, but I just don't know much about system restore (obviously - lol).

Thanks precip9 - good suggestion, but my NUM LOCK was and still is off. I went into the ease of access just in case to double check and the "Turn Mouse Keys on" is not checked.

I am not sure what would cause the mouse to stop working and the internet connection to be disabled as well (and it won't let me connect to anything). The two aren't related as far as I can tell, but who knows what the heck I did.

[RealBlackStuff]

Do you have any Norton/Symantec crap installed?
If so, please reserve plenty of time to get rid of this mallest of malwares!
On another computer, download the latest (free version) Anti-Malware from: https://www.malwarebytes.org/
Copy it onto a USB stick.
Find a wired or wireless mouse and plug it into the T410.
Boot your T410 as Administrator into "Safe Mode with Networking" (press F8 repeatedly at boot-time to get the menu).

Uninstall Norton (if at all possible).

Delete all temp-files from both:
C:\Windows\Temp
C:\Users\[username]\AppData\Local\Temp

Install the Anti-malware and run it.
If it finds anything, check it out and at least store it in the Vault, or delete it.
ONLY select the highlighted parts, NOTHING else!

Try to go online.
What's the result?

[Mel222]

Hi RealBlackStuff, the machine came with Symantec Endpoint Security - I don't have the disc though. When I first got the computer, I had downloaded Malwarebytes and ran a full scan - nothing came up. I uninstalled the program since then but will do it again via the method you suggested. Though I can't use a mouse on the computer (see previous posts), but I do have the touchpad enabled.

I have two questions first:

1. Should I just disable the Symantec Endpoint Security and run the malwarebytes, or should I run it with it enabled? Or do you suggest I get rid of it completely...is SEC considered "mallest of all malware" too? I had Norton years ago and didn't care for it, but not sure SEC is the same as far as being suspect. I had Avast on my old laptop with no issues what so ever and was happy with that one.

2. Do you suggest to run the malwarebytes in "Safe Mode"? I did not do that last time.

Thanks!

[precip9]

Use the snip tool to get us screen shots of Device Manager. The snipper is not in the start menu, so enter "snipping tool" into the start menu search box, "Search programs and files."

In device manager, expand as many boxes as you can per screen shot, and do as many screen shots as you need to get all of the expanded categories. Save as jpgs. Send in a private message to me and anybody else who is interested.

[ajkula66]

KILL anything-and-everything-Symantec-related from The Safe Mode, with fire. Until nothing remains from it. This alone is likely to take hours.

[Mel222]

Precip9, I made .png files of my device manager but I put my thumb drive (memory stick) in the port and nothing happens and it's not listed in my computer list (via Explore), so I have no way to send them to you. I pulled up the devices in my control panel and it shows up but says the driver isn't installed or such. So....all ports are useless on my laptop apparently, not just the mouse port.

So instead, I think I will just write what I think you are looking for. I believe you want to see what devices are showing up as disabled with the black arrow on the icons, right?

All Network Adapters are disabled, but I am uncertain if I need every single one of them or not?

Here's the list of them - each one gives a "Code 22" for reason of being disabled:

Intel (R) 82577LM Gigabit Network Connection*
Intel (R) Centrino(R) Advanced-N 6200 AGN*
Microsoft 6to4 Adaptor
Microsoft ISATAP Adaptor
Microsoft ISATAP Adaptor #2
Microsoft ISATAP Adaptor #3
Microsoft ISATAP Adaptor #4
Microsoft ISATAP Adaptor #5
Teredo Tunneling Pseudo-Interface
WAN Miniport (IKEv2)
WAN Miniport (IP)
WAN Miniport (IPv6)
WAN Miniport (L2TP)
WAN Miniport (Network Monitor)
WAN Miniport (PPPOE)
WAN Miniport (PPTP)
WAN Miniport (SSTP)

* I don't use the Intel (R) Active Management Technology on the computer at all, well not to my knowledge anyways. I really don't know what all it does (only been using this computer for a few months now), but Intel asks me daily if I want to connect (or add?) my wireless internet connection to it and I just x out of the message window or say no, which never affects my internet connection.

Also showing as not enabled is the Thinkpad Modem Adaptor, but I don't have a modem connected to the laptop...I am connected to another computer in the house via wireless connection and the modem is attached to that computer. So I don't think I need this to be enabled?

Lastly, I see that the Ports (COM & LPT) - Intel (R) Active Management Technology - SOL (COM4) are not enabled either, but not sure I need that.

I did not see anything else that was showing up as not enabled.

Let me know if you need to know other specs on my computer and I can either PM them to you or post it up.

[RealBlackStuff]

At bootup press F1 a few times to go into BIOS, select Config/Intel AMT and DISable it. Press F10 to save.
Reboot to let AMT finish its job if necessary. (AMT is only for REMOTE access, who needs that?)

Go back to my previous post and GET RID OF THE NORTON/SYMANTEC CRAP and do the other few things I mentioned.

[precip9]

Code 22: http://technet.microsoft.com/en-us/libr ... 10%29.aspx

"Diagnosis: The device is disabled because a user disabled it by using Device Manager."

Enable everything. It will probably improve things

[Mel222]

Ok, I enabled all of the network adapters via the device manager and nothing happened....the device manager window would refresh after I enabled each one but the black arrow was still showing on each one. So I rebooted the computer and they are all still showing as disabled.

I have a feeling there is something bigger going on here and I also have a feeling I didn't do anything with the mistyping of the keys on keyboard...that it was just a mere coincidence that a problem occurred right after I did that. One thing I failed to mention is the computer experienced a BSOD about a week ago and I hadn't done anything prior to that happening - no installations or downloads or changes to the computer were made that could have caused that. Not sure if that is telling of anything, but I feel at a loss at this point as to what to do.

This is probably getting more into Windows 7 stuff (I have the Professional version) vs. Lenovo Thinkpad so I am not sure if I should seek elsewhere for help or not....but I really appreciate all the replies and help thus far.

[RealBlackStuff]

Then why have you not ACTED on that advice?

[precip9]

Lenovo offers software for controlling communications in the context of corporate usage. It is valuable software for a corporation, but I am not attracted to it for personal use. Do you have that "Lenovo Communications Manager" installed?

Unfortunately, I lack familiarity with "Lenovo Communications Manager", but I wonder if you hit a keyboard shortcut combination intended for a high security situation.

Having scanned the web since the inception of Windows 7, I cannot recall a situation like this that was intrinsic to Windows. The reasoning is this: It's a little too tricky for Microsoft to offer as a feature. By now, hundreds or thousands of complaints by inept typists would have been registered. Therefore, it sounds like a Lenovo feature, or, possibly, related to RealBlackStuff's assertion.

Sometimes, if the appropriate expertise is not available, it actually saves time to perform a clean install. Although I don't leap to RealBlackStuff's conclusion, I would definitely not install 3rd party antivirus software. A much more effective combination is Microsoft's Windows Defender, when fortified with EMET 4.1 Update 1.

[Mel222]

RealBlackStuff, I can uninstall Symantec, but I cannot do any virus or malware scans with other programs such as malwarebytes...as mentioned in a previous post my USB ports do not work and I have no way of downloading the program onto the laptop. I know you said Symantec can cause all kinds of problems and it's clear you abhor the product (understandably so, as I've heard similar), but I guess I wasn't clear that the program was the actual cause of the drivers and adapters failing and wasn't certain it was a priority - something I'd do later, but for now I just wanted to get the drivers working again. Perhaps I was wrong - and I am sure you know a heck of a lot more than I do, but a google search did not yield any information, that I could readily find anyways, about how Symantec can do that to a machine, so that's why I was going to wait on that. I am not against removing it however.

One thing that happened while I was trying to enable all the drivers and adapters from the Lenovo ThinkVantage Toolbox, is the one that is called, "Generic Volume" was blocked by Symantec saying "Autorun.inf has blocked explorer.exe trying to access AUTORUN.INF Autorun has been blocked". I didn't know what autorun.inf was and a google search showed it could be a virus, thus why I assume Symantec is blocking it? If I remove Symantec and that file is in fact a virus, I don't want to enable that driver until I get another security program or a virus/malware scanner on here, right? That is, if the Generic Volume driver doesn't have anything to do with getting my ports and internet working again.


Precip9, I do not see Lenovo Communications Manager on the machine. I agree, mistyping on the keyboard seems too easy to happen and tons of people would be filing complaints - lol. So that's why I started to think it was caused by something else. Something seemingly was starting to not work right as indicative of the BSOD I received a week prior to the problems. I had scoured my Event Viewer Logs and I saw that two different bugcheck reports were generated, one the day prior to the BSOD and one on the day of the BSOD. And in the minidump report along with all the "gobbledy-gook", it reads at the bottom something about system 32 root drivers.

When you say "clean install" are you referring to Windows 7? I don't have the disc, but I know I can shop around online for a copy of one.

[precip9]

Yes, install disk. Does the computer have a COLA sticker for W7 on the bottom? If so, then you need only media. If not, you need a license.

You could download the offline version of Windows Defender, burn a CD, and run a scan that way. However, the capabilities of antivirus software are misunderstood and overrated. Even if the machine is infected, there is a signficant chance the infection will be missed.

http://windows.microsoft.com/en-us/wind ... er-offline

[RealBlackStuff]

Most likely, after you only UNinstall Symantec/Norton, your laptop will be able to go online again.
I had the very same problem on a Gateway with Vista laptop from a friend, only 2 weeks ago.
It had Norton 360 on it and could not go online and most functions were blocked (but USB still worked).
Took me FOUR bloody hours to get that Norton crap off!
After that, only a few minutes to "reactivate" the laptop and go online again.

Stay stubborn if you like, it's your laptop.

[precip9]

Most likely, after you only UNinstall Symantec/Norton, your laptop will be able to go online again.

It certainly is worth a try.

[Mel222]

Sorry for the lag in response but my issue is finally fixed and I thought I'd let you know what the culprit was...and also to note how it got fixed just in case anyone else ever has a similar problem.

So.....yep, it was Symantec. I ended up taking my laptop in to a shop and they said Symantec basically took over my entire system, holding it hostage so to speak, and it disabled everything and made it impossible to enable it via the system.

RealBlackStuff, I wasn't being stubborn at all. It wasn't that I didn't believe Symantec was known for causing problems and that I didn't want to remove it - All USB ports as well as the DVD drive were not working in addition to no internet connection, so I had no way to get an uninstaller program onto the laptop (that I knew of anyways, not being a computer expert or techie person). And from what I understood, uninstalling from the control panel wouldn't get rid of everything. So with that, and also not really knowing what the root of the issue truly was to begin with, I chose to just take it into a shop.

Anyhow, they said that they have seen this exact same thing before with Symantec so they just removed the hard drive and put it on another machine to get the uninstaller program on there. And Symantec was successfully and fully removed - every last trace of it...gone and good riddance! Drivers and adapters were reinstalled and everything is working perfectly again.

[ajkula66]

So.....yep, it was Symantec. I ended up taking my laptop in to a shop and they said Symantec basically took over my entire system, holding it hostage so to speak, and it disabled everything and made it impossible to enable it via the system.

Surprise, surprise...

[Temetka]

This was Symanted Endpoint Protection and not Norton 360?

I have deployed Symantec Endpoint at many, many locations over the years and never had this happen.

Now Norton 360 on the other hand if infamous for completely taking over a system.