Lost usb port in laptop

My wife attempted to update to Windows 10.It totally failed and "lost" the drivers for the usb ports so she can't use her mouse.We spent MANY hours on the phone with Microsoft while they took control of the laptop and attempted to fix it.They finally told us that they think there's some sort of virus on the drive they can't remove???? and that the laptop needs to have something done about the "partition" on the drive.They were not very clear about this, but told us to contact HP.Our warranty is expired. Considering this, if I do a reset to factory original will this correct the issue or has the virus done damage to prevent a recovery this way? Microsoft seemed to think a reset would not correct the problem.The laptop did not come with any disks. We are NOT any sort of experts on computers so we don't understand much of what they were telling us and we had problems understanding the accent of the person who was working the issue.

, Thanks for posting back.  Yes in fact if it is proven to be a dead usb port the recovery will not solve the issue.  The recovery is to ensure this is not due to a software conflict caused by an update or OS change. It is always the first step to ensure it is not a software issue.  The next step is to pull and replace the motherboard if it is 100 percent tested and proven to be a dead port.  Here is the link to HP support for repair options if you require that.  See if you come up with any issues by running the BIOS hardware diagnostics first though just to see if there is any issues picked up. This link will help you with this. HP Notebook PCs - System Diagnostics (F2) This link will connect you with the correct department at HP support for repair options. Contact HP Support Thanks again for the post and have a great day.  

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