PUNCHLINE: 5 issues, KVM unit not usable 70-90% of the time. Help?! before i ask about refund/replacement/something.
I was so psyched to crack open the new KVM package today. I thought this was going to be fairly plug n play, so i bailed on work early and ‘rewired’ both my laptop docking station and primary desktop pc hooking everything up to the KVM. However, I’m having a number of major issues that’s pretty much rendered the unit unusable. I’m going on 5.5 hours of focused troubleshooting time. I’ve exhausted everything I could think of. Quite honest I’m freaking out a bit about having spent ~$400 on something that’s thus far only partially functional like 30% of the time. I wouldn’t expect these sort of issues from any KVM. Maybe it’s a defective unit?!
I’m starting with a forum post to see what folks think about this, before I engage on the order as though it’s a product defect of some sort asking for some sort of remediation.
I’ll start with framing the issues and explain the troubleshooting steps attempted with each issue. Lastly, I’ll list out the hardware in use throughout troubleshooting. I’m all ears! Help?!
Issues:
issue 1 - PC switching not functional unless i power cycle the KVM unit 2 to 4 times after a connected PC is powered on or after each switch to the other PC. Thus far, it rarely switches back and forth once before locking up and no longer switching. so far, 100% of the time when this occurs the USB hub is non functional, but it is powering the keyboard/mouse.
-When this occurs, neither the physical switch nor keyboard hotkeys will function. Everything is just dead/unresponsive until power cycled multiple times.
issue 1 TROUBLESHOOTING steps:
- tried each of the 4 keyboards i have, multiple times each
- cycled each of the keyboards through both HID and USB3 ports on kvm unit
- tried alternate power sources. the high quality surge protector my monitors are plugged into, direct wall outlet, different brand high-ish quality surge protector, cyberpower 450va ups. No way it’s a dirty or problematic power source.
- do not have another power brick with matching volt/amperage to test with.
*I lost count after 30-40 pc switches and nearly 60+ power cycles over hours troubleshooting issues 1 and 2.
issue 2 - USB shows as ‘unrecognized usb device’ in Win10 Device manager, every 2 PC switches (there and back). Usually, 1 to 2 power cycles (pulling power on KVM unit) will ‘fix’ it. This usually coincides with issue 1 above. Occasionally, even when the hub comes back, the keyboard and mouse plugged into the HID ports still won’t work. Power cycling the KVm unit for the second or third time will typically make it come back. 30% of the time, that second or third power cycle will ALSO kill the switching ability again, so I have to repeat the cycle again. In the end, 30% of the time I have to power cycle the KVM unit a total of 5-6 times before the freaking keyboard and mouse will work…every 2nd PC switch!
issue 2 TROUBLESHOOTING steps:
- tried 3 different USB 3 cables on each of the 2 computers. 2 cables are identical, ‘cable matters’, 1 cable came with a dell monitor that has a built-in USB 3 hub. All cables are brand new.
-tried each of the 3 cables cycled through both - for Laptop, tried each of the 3 cables on the Dell TB16 docking stations AND tried each of the 3 cables plugged directly into the Laptop. Same results across the board.
- tried each of the 3 cables directly plugged into laptop, and plugged into TB16 dock. same results each time.
- tried each of the 4 keyboards i have, multiple times each
- cycled each of the keyboards through both HID and USB3 ports on kvm unit. USB port location didn’t matter.
*I lost count after 30-40 pc switches and nearly 60+ power cycles over hours troubleshooting issues 1 and 2.
issue 3 - PC1 and PC2 lights on front are only partially lit. When green, only the left site of the clear plastic is lit up. right side is dark. When red, the left third of the clear plastic is yellow-ish and the right 2/3 is red.
I realize this is cosmetic, but It’s leading me to believe that this combined with the other issues may indicate a broader quality problem. If the only issue was the light, i likely wouldn’t even bring it up, but it’s bugging me more amidst the frustration of the other usability issues.
no troubleshooting steps viable. It’s an internal LED build defect or maybe design flaw or something, and no way am I opening the unit to investigate.
issue 4 - bluetooth usb dongle not passing through on HID, only on USB3 port.
I’ve found that my TECHKEY bluetooth 4 dongle (broadcom bluetooth chip of some sort), which works beautifully on PC1 and PC2 directly, will not be passed through on any of the HID ports. It only passes through on the USB 3 port, but not as the proper device. The OS will see a usb bluetooth device, but I can’t get a device to actually connect to it. It’s like a protocol isn’t being passed through correctly?
I was manually moving the dongle between myPC and laptop before I had the KVM unit. I thought the KVM unit would allow me to share use of the bluetooth keyboard and mouse. Guess not?
issue 4 troubleshooting steps
- tried each of the HID ports, none worked
- tried both of the USB 3 ports. recognized by OS but not usable
- tried directly plugging into PC1, as it was before, and it works great. synced right up from pre-KVM config. Removed device in OS, re-synced and it works great.
- tried directly plugging into PC2, as it was before, and it works great. synced right up from pre-KVM config. Removed device in OS, re-synced and it works great.
issue 5 - kvm unit will not wake or interact with Dell Precision 5540 via Dell TB16 dock unless I log in directly using the laptop keyboard. Most of the time I must log into the laptop, go back to the keyboard plugged into the KVM to find it not working, then power cycle the KVm unit before the keyboard/mouse will work.
issue 5 TROUBLESHOOTING
-tried each of the keyboards on kvm unit, except the bluetooth one.
-tried each of the keyboard directly plugged into TB16 dock, and of course each keyboard worked fine. *didn’t try bluetooth for this test.
-tried each of the keyboard directly plugged into Precision 5540, and of course each keyboard worked fine. *didn’t try bluetooth for this test.
-not clear how to troubleshoot this one.
HARDWARE
not all devices are plugged in at the same time. I rotated through 1 keyboard, 1 mouse for troubleshooting purposes.
- keyboard 1 - aukey mechanical keyboard
- keyboard 2 - dell Y-UK-DEL1
- keyboard 3 - dell Y-U0003-DEL5
- keyboard 4 - cm storm? some cheapy bundle deal, only used for raspberry pi or testing
- keyboard 5 - microsoft surface ergonomic *bluetooth
- mouse 1 - logitech G5
- mouse 2 - cm storm? some cheapy bundle deal, only used for raspberry pi or testing
*mouse 3 - microsoft precision mouse *bluetooth
*usb 3 cables x 3 – 2 new ‘cable matters’ brand , 1 cable came with a dell monitor that has a built-in USB 3 hub.
*display port 1.2 cables x5 – 2 amazon basics, 2 from dell monitor purchase, 1 cable matters
*display port 1.4 cables x2 – new cable matters
PC1
-GTX 1070 TI, Asus Sabertooth X99, i7-5820k, running windows 10 pro.
PC2
-dell precision 5540 brand new, connected to a TB16 dock, running windows 10 enterprise
I build custom PCs quite frequently, so i get that sometimes you may recieve a DOA piece of hardware. I guess with the covid crap and the newness of never spending $400 on a kvm unit I’m a bit more anxious than usual. Hoping someone has some insights?! Otherwise, I guess I need to reach out to @Wendell and team to see what the options are, cuz it’s not working and I’m feeling fairly confident it’s not user or plugged in hardware error. I’m all ears if it might be, but not seeing it yet.
thanks!
UPDATE 7/17 220am Mountain:
On a hunch, I manually forced an update in Win10 device manager for the KVM’s usb hub, which is reporting as ‘ASMedia USB 3.1 eXtensible Host Controller’. Since the forced driver update on both PCs, I think the frequency of Issue 1 and Issue 2 may be reduced. More testing is required as I’ve only done a couple switches, and haven’t yet done the additional testing suggested by Airstripone. Will update with the test results tomorrow, during waking hours.
UPDATE 7/17 830a Mountain:
Must focus on work today. Removed KVM from the equation temporarily. Will resume testing tonight and Saturday. Will post results.