Hi All, I recently bought a new Packard Bell computer with an OEM Windows 7 that have a problem with the mouse and keyboard. I have been in contact with the manufacturer but they are as puzzled as I over this issue. After searching through numerous of threads regarding mouse problems in windows 7 I have found that there are many who have this problem but there is no consistency in HW setup, i.e. it seems more of an OS problem. I really like both the machine and Windows 7 but I have a nagging issue with frequent 1-2 second freeze/stutter of the mouse during "high" network activity (e.g. streaming a YouTube video). During my search I have encountered at least 4 people who refer that to network activity affect the mouse behavior. Sometimes both keyboard and the mouse becomes totally unresponsive and the system must be restarted. However, at these occasions, the rest of the system is not affected - e.g. skype and other programs continue to run without any glitch or lag. To try to solve this I have done the following (with no affect on the problem): Updated all drivers to the latest. Tried different version of the mouse drivers (running latest now). Tried different versions of the network driver (running latest now). Changed keyboard/mouse to the PS2 that came with the computer. Set the system to "high performance" Changed to USB mouse Tried different Bios "Power/suspend mode" settings (proposed as a solution in another thread) One thing that did have a strange affect on the problem was: Having both PS2 and USB mouse present, touching one when the other freezes/stutters will instantly resolve the freeze/stutter. What I have investigated/noted: There has never been an "error box" popping up in Windows when this happens. In the event viewer I see warnings from "i8042prt" regarding (remember, thie is translated from swedish :) "The device sent an erroneous reply after the keyboard was reset" (This was what I found, if you need more info please ask but provide what to search for and where) My system has the following specs: Operating system: Microsoft Windows 7 Home Premium Versions: 6.1.7600 build 7600 Manufacturer: Packard Bell Computer model: ipower G3720 Computer type: x64-based PC Processor: Intel(R) Core(TM) i7 CPU 860 @ 2.80GHz, 2801 Mhz, 4 core, 8 logic processors BIOS-version and -date American Megatrends Inc. P01-B1, 2010-03-23 SMBIOS-version 2.6 HAL (Hardware Abstraction Layer) Version = "6.1.7600.16385" Installed physical memory (RAM) 6,00 GB In addition to the original outfit, I have also installed a Wireless PCIe network card, D-Link DWA-556 Xtreme N PCIe Desktop Adapter (using the latest windows 7 drivers from d-link) FYI: this is an offspring per request from MS support, trouble report first posted here: http://social.answers.microsoft.com/Forums/en-US/w7performance/thread/01655e0a-1489-44e0-ad75-e9ee5486d91e?prof=required Thanks for any help in this matter /Rasgra

Hi rasgra, I appreciate you working with us. We might want to try disabling the network card to fully to isolate it from the system. In the off chance that occurs while the card is disabled, we'll know what it's not. It's unlikely that it will freeze of course, but to be thorough we could try it. Also, I think it would be a quick check to see if the issue exists in Safe Mode with Networking. It very well could be the same issue as Rbird, but it's good to be thorough. I see that it's happening in non-browser activities. In the original post you mentioned that streaming YouTube often caused the issue. Internet Explorer has tools that might help us diagnose the issue if we can pin point it there. YouTube often uses the same software most games are using. If it's failing, we can find out in Internet Explorer fairly easy. If you could try Internet Explorer without the add-ons it may save us time. You've updated to chipset driver version 9.1.1.1015, so that shouldn't be the issue. You can check the Resource Monitor for data on network activity , CPU activity , and hard drive activity: http://windows.microsoft.com/en-US/windows7/Open-Resource-Monitor Chris Microsoft Answers Support Engineer Visit our Microsoft Answers Feedback Forum and let us know what you think.

Hi Rbird_7, I'm using a wireless PCIe card as specified in my initial report (FYI: connection works great) What kind of connection are you using (wireless/wired, PCIe (manufacturer)/on-board)? Glad to get your input, although I'm sad that you are also facing this problem. :) /Rasgra

Hi Chris, Please see my answers and comments to you questions below. I'm glad to see your response, let's try to solve this that troubles so many :) /Rasgra >> Can you confirm this only happens when there is high network traffic? *>> Have you tried to disable your network adapter to see if you encounter the lag with the mouse?*I only encounter the mouse problem when the network is active and there is traffic *>> Have you tried booting into Safe Mode with Networking to see if the issue is still present?*According to Rbird_7's comment, safe mode does not affect the behavior. But if you still think this is a relevant test I'll try it. *>> Have you tried using Internet Explorer without add-on?*I'm not using IE (use chrome), but even so, the problem is most noticeable when running online games such as FPS or RTS (with no browser active) *>> Can you post a link to the brand and model of the PC you are using, maybe from the manufacturers website?*I have the swedish version of this: http://www.packardbell.co.uk/pb/en/GB/content/model/PT.U5102.002 (Swedish link: http://www.packardbell.se/pb/sv/SE/content/model/PT.U5EE2.003 ) >> The "i8042prt" is an Intel (motherboard manufacturer) error regarding the failure of a device driver. >> In this case it appears it may be related to the keyboard/mouse, which makes sense as you are >> experiencing an issue with the mouse freezing. The second mouse working correctly as the first fails >> lends some validity, as the second device is not affected. If the second device failed at the same time, >> I would think that there is an outside source (such as network traffic causing a resource drain). Rbird_7 have not seen any troubles with i8042prt, so it may be a coincidence for me. The number of trouble reports for this driver is not in parity with the number of glitches/stutters I have with my mouse. A summary of the errors I've encountered with PS2 keyboard, PS2 mouse + USB mouse: PS2 mouse glitches/stutters, I move USB mouse => PS2 mouse works again. (This happens frequently) USB mouse glitches/"slows down" (never completely freezes), I move PS2 mouse => USB mouse works again. (This happens frequently) PS2 mouse and keyboard becomes unresponsive, USB mouse movement does not solve this. (This happens less frequently) Question: Is there way I can confirm resource drain? Also, please note that the network load does not need to be extensive to trigger these problems. >> I see that you have updated all your drivers. >> However, I suggest checking the *chipset* drivers for your motherboard to see if there is a recent update *>> available from Packard Bell.*I am using the latest chipset driver.

Windows 7 64-bit mouse freezes/stutters multiple times per minute when network activity is high

Anonymous

Hi All,

I recently bought a new Packard Bell computer with an OEM Windows 7 that have a problem with the mouse and keyboard. I have been in contact with the manufacturer but they are as puzzled as I over this issue. After searching through numerous of threads regarding mouse problems in windows 7 I have found that there are many who have this problem but there is no consistency in HW setup, i.e. it seems more of an OS problem.

I really like both the machine and Windows 7 but I have a nagging issue with frequent 1-2 second freeze/stutter of the mouse during "high" network activity (e.g. streaming a YouTube video). During my search I have encountered at least 4 people who refer that to network activity affect the mouse behavior.

Sometimes both keyboard and the mouse becomes totally unresponsive and the system must be restarted. However, at these occasions, the rest of the system is not affected - e.g. skype and other programs continue to run without any glitch or lag.

To try to solve this I have done the following (with no affect on the problem):

Updated all drivers to the latest.
Tried different version of the mouse drivers (running latest now).
Tried different versions of the network driver (running latest now).
Changed keyboard/mouse to the PS2 that came with the computer.
Set the system to "high performance"
Changed to USB mouse
Tried different Bios "Power/suspend mode" settings (proposed as a solution in another thread)

One thing that did have a strange affect on the problem was:

Having both PS2 and USB mouse present, touching one when the other freezes/stutters will instantly resolve the freeze/stutter.

What I have investigated/noted:

There has never been an "error box" popping up in Windows when this happens.
In the event viewer I see warnings from "i8042prt" regarding (remember, thie is translated from swedish :) "The device sent an erroneous reply after the keyboard was reset" (This was what I found, if you need more info please ask but provide what to search for and where)

My system has the following specs:

Operating system: Microsoft Windows 7 Home Premium

Versions: 6.1.7600 build 7600

Manufacturer: Packard Bell

Computer model: ipower G3720

Computer type: x64-based PC

Processor: Intel(R) Core(TM) i7 CPU 860 @ 2.80GHz, 2801 Mhz, 4 core, 8 logic processors

BIOS-version and -date American Megatrends Inc. P01-B1, 2010-03-23

SMBIOS-version 2.6

HAL (Hardware Abstraction Layer) Version = "6.1.7600.16385"

Installed physical memory (RAM) 6,00 GB

In addition to the original outfit, I have also installed a Wireless PCIe network card, D-Link DWA-556 Xtreme N PCIe Desktop Adapter (using the latest windows 7 drivers from d-link)

FYI: this is an offspring per request from MS support, trouble report first posted here: http://social.answers.microsoft.com/Forums/en-US/w7performance/thread/01655e0a-1489-44e0-ad75-e9ee5486d91e?prof=required

Thanks for any help in this matter

/Rasgra

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

Answer accepted by question author

Anonymous

Hi Chris,

I might have a happy ending to this topic :)

I returned my old system end got another one, it worked fine initially but then the mouse started to stutter yet again.

The system had only a few programs installed so I began to uninstall them to see if it changed anything.

One program did - Skype.

I never suspected it as friends of mine are using Windows 7 and Skype without any problem, although they might not be using 64 bit version and quadcore.

My system has now been without stutters and glitches for a week, so I'm fairly sure that this was the problem.

As Skype is a very wide spread IM, it might apply to others as well.

Thanks for your help!

/Rasgra

0 comments

68 additional answers

Anonymous

2010-09-24T20:38:00+00:00

Hi rasgra,

I appreciate you working with us.

We might want to try disabling the network card to fully to isolate it from the system.

In the off chance that occurs while the card is disabled, we'll know what it's not. It's unlikely that it will freeze of course, but to be thorough we could try it.

Also, I think it would be a quick check to see if the issue exists in Safe Mode with Networking. It very well could be the same issue as Rbird, but it's good to be thorough.

I see that it's happening in non-browser activities. In the original post you mentioned that streaming YouTube often caused the issue.

Internet Explorer has tools that might help us diagnose the issue if we can pin point it there.

YouTube often uses the same software most games are using. If it's failing, we can find out in Internet Explorer fairly easy.

If you could try Internet Explorer without the add-ons it may save us time.

You've updated to chipset driver version 9.1.1.1015, so that shouldn't be the issue.

You can check the Resource Monitor for data on network activity , CPU activity , and hard drive activity:

http://windows.microsoft.com/en-US/windows7/Open-Resource-Monitor

Chris

Microsoft Answers Support Engineer

Visit our Microsoft Answers Feedback Forum and let us know what you think.
Was this answer helpful?

0 comments No comments

Anonymous

Hi Rasgra/Chris,

I have a RT73 USB Wireless LAN card, but since it is USB I suspected it to interfere with the USB mouse at first. So disabled it to no avail (didn't use it anyway). My NIC is a VT6102 Via Rhine II Fast Ethernet Adapter. While typing this it popped to me to try to switch to wireless, disabling the other one, still to no avail :-(

PC is a Medion MD8822 which was upgraded a little recently (2GB memory, NVidia GT8800, additional 1TB eSata HDD, W7 x64).

Motherboard is MSI MS-7318 (updated bios)

Chipset VIA P4M890

CPU is Intel® Core™ 2 Duo-processor E6400

Other devices of interest:

Device : VT82xxxxx UHCI USB 1.1 Controller (All VIA Chipsets)
Device : VT6202/12 USB 2.0 Enhanced Host Controller
Device : VT8251 Standard PCI to ISA Bridge
Device : VT8251 Ultra VLINK Controller
Device : VT6102 Rhine II Fast Ethernet Adapter
Device : VT8251 Standard PCI to PCIe Bridge

0 comments

Anonymous

2010-09-23T21:43:17+00:00

Hi Rbird_7,

I'm using a wireless PCIe card as specified in my initial report (FYI: connection works great)

What kind of connection are you using (wireless/wired, PCIe (manufacturer)/on-board)?

Glad to get your input, although I'm sad that you are also facing this problem. :)

/Rasgra
Was this answer helpful?

0 comments No comments
Anonymous

2010-09-23T21:23:26+00:00
Hi Chris,

Please see my answers and comments to you questions below.

I'm glad to see your response, let's try to solve this that troubles so many :)

/Rasgra

>> Can you confirm this only happens when there is high network traffic? *>> Have you tried to disable your network adapter to see if you encounter the lag with the mouse?*I only encounter the mouse problem when the network is active and there is traffic

*>> Have you tried booting into Safe Mode with Networking to see if the issue is still present?*According to Rbird_7's comment, safe mode does not affect the behavior. But if you still think this is a relevant test I'll try it.

*>> Have you tried using Internet Explorer without add-on?*I'm not using IE (use chrome), but even so, the problem is most noticeable when running online games such as FPS or RTS (with no browser active)

*>> Can you post a link to the brand and model of the PC you are using, maybe from the manufacturers website?*I have the swedish version of this: http://www.packardbell.co.uk/pb/en/GB/content/model/PT.U5102.002

(Swedish link: http://www.packardbell.se/pb/sv/SE/content/model/PT.U5EE2.003)

>> The "i8042prt" is an Intel (motherboard manufacturer) error regarding the failure of a device driver. >> In this case it appears it may be related to the keyboard/mouse, which makes sense as you are >> experiencing an issue with the mouse freezing. The second mouse working correctly as the first fails >> lends some validity, as the second device is not affected. If the second device failed at the same time, >> I would think that there is an outside source (such as network traffic causing a resource drain).

Rbird_7 have not seen any troubles with i8042prt, so it may be a coincidence for me. The number of trouble reports for this driver is not in parity with the number of glitches/stutters I have with my mouse. A summary of the errors I've encountered with PS2 keyboard, PS2 mouse + USB mouse:
- PS2 mouse glitches/stutters, I move USB mouse => PS2 mouse works again. (This happens frequently)
- USB mouse glitches/"slows down" (never completely freezes), I move PS2 mouse => USB mouse works again. (This happens frequently)
- PS2 mouse and keyboard becomes unresponsive, USB mouse movement does not solve this. (This happens less frequently)
Question: Is there way I can confirm resource drain? Also, please note that the network load does not need to be extensive to trigger these problems.

>> I see that you have updated all your drivers. >> However, I suggest checking the*chipset*drivers for your motherboard to see if there is a recent update *>> available from Packard Bell.*I am using the latest chipset driver.
Was this answer helpful?

0 comments No comments