Unable To Use Mouse (Error: Code 24).

Hi,

Thank you for replying.

Follow the below steps and check if this helps.

Before following the below steps, go to Device Manager and uninstall all the drivers related to your TouchPad.

Step 1: Go to E403SA > Select Windows 10 64-bit under Please select OS > Search for ATK drivers > Click on the Download button to download the ATK drivers and install it on your computer.

Step 2: Then, scroll up the page and download the TouchPad drivers (Version V4.0.13) onto your laptop.

Step 3: Once you download the TouchPad drivers, don't install it on your laptop and press the Windows and the R keys from your keyboard and type Services.msc and hit Enter.

Step 4: From the list of services, search for Windows Update service > Right-click on Windows Update service > Properties > Stop the service > Under Startup type drop-down list > Choose Disabled > Click on Apply > OK.

Note: We are disabling Windows Update Service just for time being, so that after a restart of your laptop, the TouchPad drivers should not be installed automatically and we will update the TouchPad drivers that we downloaded.

Step 5: Restart the computer once > Then, install the TouchPad drivers that we downloaded and after successfully installing the TouchPad drivers, restart the computer once again and check for the TouchPad issue.

Step 6: Then, follow the Step 4 and under Startup type drop-down list , choose Automatic > Start the service > Click on Apply and OK.

Hope it helps.

Let us know if you got the help you needed by clicking Yes or No.

Unfortunately, this still did not work. I followed your instructions and did the procedure three times.

Regards,

Hi Shafeeq

Thanks for your reply. 

I am not able to use the touchpad on the laptop anymore. I am using an external mouse.

I've only noticed the issue with the touchpad, but I haven't attached any other peripheral devices except for a usb stick. The usb stick works fine.

I am using an Asus laptop. I have downloaded and installed the latest drivers from windows and the company website. 

I have uninstalled the mouse in the device manager and tried to reboot. The mouse reappears after reboot but still has the error.

Thanks

Hi,

Thank you for writing to Microsoft Community Forums.

This issue might be caused because the device is installed incorrectly, hardware failure, or a new driver might be needed. You can refer the section Code 24 "This device is not present, is not working properly… (Code 24)" from Error codes in Device Manager in Windows for more information about the error.

In order to get clarity on this issue and assist you with appropriate troubleshooting steps, please reply with the answers to the questions below.

1. Are you able to use the touchpad of the laptop?
2. Are you facing this issue with any other devices or only with the mouse?
3. What is the make and model of your laptop and the mouse?

Try using the same mouse on a different laptop/desktop and check if you are facing the same issue. If you are facing the same issue with another laptop/desktop, then the issue is with the mouse itself.

If you are not facing any issues when using the mouse on a different laptop/desktop, then try plugging in the mouse to another USB port on your laptop because sometimes the USB port might be causing the issue.

If you are still facing the same issue, then go to Device Manager while the mouse is plugged in and uninstall all the drivers related to the mouse > Unplug the mouse from the laptop > Restart the laptop once and then plug in the mouse to the laptop and check if you are able to use the mouse.

Give it a shot and let us know of any changes.

Hi,

Thank you for replying.

Please let us know the complete model number of your Asus laptop, so that we can provide you the exact drivers for the touchpad and steps on how to install them.