USB FAILURE

Bruno Grassini

April 11, 2025 08:20

Hello,

Since support is not responsive, I'm posting my misadventure here.

If anyone has a miracle solution, I'll...

Symptoms:

• All USB ports on inputs 1 to 4 have stopped working.
• HDMI inputs 1–4 and HDMI OUT are functioning properly.
• The front USB ports, rear USB ports, and keyboard/mouse USB ports appear to be electric active, but no peripheral is detected — keyboard and mouse are non-functional.(wired and non wired tested)

Troubleshooting steps taken:

• Factory reset: no improvement.
• Complete power-off for over 1 hour: no improvement.
• Firmware update attempts (v1.1 and v1.1.3): unsuccessful — the firmware upgrade tool cannot detect the KVM, as all USB input ports are inactive.
• Cross-tested all ports with multiple PCs: KVM is not recognized on inputs 1 to 4.
• No docking stations or hubs are used in this configuration.

Current setup:

• Port 1: MacBook Pro
  • HDMI 1 input: OK
  • HDMI 2 input (USB-C to HDMI): OK
  • USB: Not working
• Port 2: AMD Workstation
  • HDMI 1 input: OK
  • HDMI 2 input (DisplayPort to HDMI): OK
  • USB: Not working
• Port 3: Intel i7 Workstation
  • HDMI 1 input: OK
  • HDMI 2 input (DisplayPort to HDMI): OK
  • USB: Not working
• Port 4: Mac Studio
  • HDMI 1 input: OK
  • HDMI 2 input (USB-C to HDMI): OK
  • USB: Not Working

Everything was functioning normally until suddenly, all USB connectivity on inputs 1 to 4 stopped working at once. Only input 4 still detects USB devices.

Thank you in advance for your quick assistance — this issue is severely impacting my professional workflow.

0

• Official comment

  

  TESmart.01

  April 11, 2025 09:18 Edited

  Hello, 
  Thank you for sharing the detailed troubleshooting steps and system configurations — they are very helpful. Based on the information you provided, especially the fact that all USB ports on inputs 1 to 4 suddenly stopped working despite successful HDMI connections and no response after factory reset or firmware attempts, we believe this is likely a hardware malfunction of the KVM unit. We have already arranged for after-sales support to follow up with you directly. A member of our support team will reach out shortly to assist with the next steps, which may include a replacement or repair service depending on your warranty status. We sincerely apologize for the inconvenience caused and appreciate your patience. 
  Best regards,

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