Pavilion g7 - 1117cl: lost usb port in the laptop

My wife tried to update to Windows 10.

He has totally failed and 'lost' the drivers for the USB ports so that she cannot use her mouse.

We spent MANY hours on the phone with Microsoft as they took control of the laptop and tried to fix it.

Finally they told us that they believe there is some sort of virus on the disk, they can not delete? and that the laptop should have something on the 'partition' on the disk.

They were not very clear about this, but he told us to contact HP.

Our warranty has expired.

Given this, if I do an original factory reset this will fix the problem or a virus caused a wrong to prevent a resumption of this way?

Microsoft seems to think that a reset would not fix the problem.

The laptop came with all the discs.

We are NOT any sort of expert on computers, so we do not understand much of what they told us and we had problems to understand the accent of the person who was working on the issue.

@Dfaris,

Thanks for posting back.  Yes at this point, you will need perform a recovery of the plant on the laptop.  He's going to wipe the drive clean of any possible bad guys and set it back to the original configuration.

Here is the link to help you with that.

HP computers - performing a recovery of system HP (Windows 7)

Thanks again for the post and have a great day.

Tags: Notebooks

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