Intermittent USB keyboard/mouse disconnects across multiple Windows PCs (HKS0402A1U/HKS202-E23)
Hi,
I'm trying to troubleshoot an intermittent USB issue with my HKS0402A1U/HKS202-E23 and am hoping someone might have some suggestions.
Hardware
- TESmart dual-monitor KVM - HKS0402A1U/HKS202-E23
- Logitech G915 X Lightspeed keyboard
- Logitech M720 mouse
- Logitech webcam (currently removed from testing)
- Windows 11 hosts
- I've had this same hardware configuration for 3 years- same NUC and same Lenovo work laptop.
Symptoms
The keyboard and mouse will intermittently disconnect from the active computer.
Typical behavior:
- Keyboard stops responding.
- Mouse also appears to disconnect.
- Windows often plays the USB disconnect sound.
- Sometimes they reconnect automatically after a few seconds.
- Sometimes they remain disconnected until I unplug and reconnect the USB cable between the computer and the KVM.
- On one computer, I occasionally had to reboot before they would reconnect.
Video output through the KVM has always continued working normally.
Troubleshooting performed
I've now reproduced this on three different Windows computers:
- Intel NUC 11
- HP Windows laptop
- Lenovo work laptop
The behavior is similar on all three, although the severity varies.
To eliminate other variables, I simplified the setup as much as possible.
Current configuration:
- Mouse receiver connected directly to one of the KVM's HID ports.
- Keyboard connected directly to the KVM's generic USB port.
- Webcam completely removed from the KVM.
- No external USB hub in use.
Despite that simplified configuration, I still see intermittent USB disconnects.
Additional observations
- If the keyboard and mouse are connected directly to the computer (bypassing the KVM), they are stable.
- Bluetooth operation is also stable.
-
The issue only appears when using the KVM's USB switching.
Question
Is this a known issue with this model?
Are there any recommended settings, firmware, USB compatibility notes, or diagnostic steps I should try?
I'm happy to provide additional information (Windows event logs, USBTreeView output, exact KVM model number, etc.) if that would be helpful.
Thanks!
-
Hello,
Sorry for the delayed response.
Based on the symptoms you described, it is possible that there may be an issue with the KVM device itself. To help us further analyze the problem, could you please confirm the following information?
- Have you replaced or changed any devices in your setup recently?
Have you performed any firmware updates?
Also, was the KVM working normally before, and did this issue only start recently? - Do the keyboard and mouse disconnect at the same time?
Does the same issue occur on both computers connected to the KVM? - Please disconnect the keyboard and mouse from the dedicated keyboard/mouse ports and connect the mouse to the additional USB 2.0 port on the KVM.
Please check whether the mouse still disconnects under this connection method.
- Please disconnect all USB devices from the KVM, including devices connected to the dedicated keyboard/mouse ports and USB 2.0 ports.
Keep only the USB A-B cable connection between the computer and KVM, and check whether the computer still experiences USB disconnect issues.
- If the USB disconnect issue still occurs with all USB devices removed, please check the Windows system settings:
Settings → Bluetooth & devices → Devices
Please observe whether any devices repeatedly appear and disappear from the device list.
If you notice any changes, please let us know the exact device name that appears/disappears.
Thank you for your cooperation. We will continue to assist you in troubleshooting this issue.
Best regards,
0 - Have you replaced or changed any devices in your setup recently?
-
Thank you for the detailed questions.
1. No change in devices or cables for the past several months. No firmware updates. Yes, KVM has been working great for the past 3 years.
2. Yes, the keyboard and mouse disconnect at the same time. The behavior is slightly different depending on which computer is connected:
- Intel NUC: Sometimes they reconnect automatically after several seconds. Other times they remain disconnected until the computer is restarted.
- Lenovo work laptop: They disconnect briefly and reconnect automatically after a few seconds.
- HP laptop: Same behavior as the Lenovo laptop.
3. The keyboard is already plugged into the single USB 2.0 port, and the mouse dongle is plugged into a keyboard/mouse port. There are no additional USB 2.0 ports. Earlier in my troubleshooting I tried using a powered USB hub connected to the USB 2.0 port, and still had these same issues.One thing that makes troubleshooting difficult is that the issue is intermittent. Sometimes they will disconnect/reconnect a couple of times within 10 minutes or so, but usually it's a day or more between disconnects/reconnects. I did disconnect all USB devices from the KVM (so the computer had no keyboard or mouse) and watched the computer for 10 minutes and no disconnects happened.
Also, directly connecting the keyboard and mouse to the computer (bypassing the KVM) is stable.
If you would like me to perform any additional tests, please let me know. I am happy to help isolate the problem.
0 -
I am experiencing the identical symptoms on a different KVM DKS203-M24. I too have a Logitech Lightspeed G915 keyboard, I have an iBuyPower wired USB mouse, and Logitech Brio web cam. Keyboard and mouse are plugged into the USB 2.0 ports on the front. Web cam is in the USB 3.0 port on the front. This is on Windows 11 as well. The issue has been occurring intermittently since I bought the KVM earlier this year. My disconnects are completely random and can occur when I'm away from my desk, but can hear the Windows USB chime indicating disconnect/reconnects. Following in case there is a firmware or other alternate solution.
0
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