Retron5 repair: no controllers work, has onscreen mouse cursor?

I've got a launch model Retron5 that's been giving me fits lately. Got it about 2 weeks after the system launch, it has very few hours on it and I had it updated to all the latest software about a week before the problems started.

At first the P1 SNES port started acting strange. Sometimes the controller would not be recognized at all but that always remedied by a quick reboot. Mid-game the same controller would occasionally not recognize button inputs (always seemed to be specific ones) or would either have response delays or treat a constant button press as if it was being pressed rapidly. I switched over to the P1 Genesis port and it soon started doing the same exact thing only not quite as often.

At first I thought maybe the ribbon cables that run from the control port PCB to the main PCB were either loose or bad. Cleaned them, made sure they were secure, even went as far as swapping them out from the P2 side. Still didn't fix the issue. Thought it might be an issue with the controller board itself so I switched all controllers over to the P2 side, which worked initially but soon did the same exact things. Then mid game I lost all controller ports on both the P1 and P2 side. None of the 3 ports on either side work.

Here's the strange thing: the ribbon cables connecting the main PCB to either controller port are in perfect shape and are secure. All 6 controller ports are hot and I'm getting correct voltage on all of them, they're just not being recognized or used by the Retron5 software. Weirdest of all when I boot the system to the main menu a black mouse cursor appears in the top middle of the screen and stays there for a bit before it disappears. I've never, ever seen a mouse cursor appear on the GUI since the system doesn't support anything like a mouse or touchpad controller.

I was leaning toward it being a software issue and was going to do a factory reset. I followed the instructions on Hyperkin's website and prepared an SD card with the reboot program they provide. However It's useless since when it loads you have to select the option to choose a factory reset and I can't since the controllers don't work. My wireless controller that came with the system is dead, so that isn't an option, and even if it wasn't you can't use it with the factory reset menu.

Any ideas?

 

It sad to hear that you are having troubles with what appears to be a fairly new console, well compared to Nes, Snes