Mouse frequently becomes unresponsive on my HKS401-M23
I'm using a Microsoft Surface Precision Mouse connected to HKS401-M23 via USB, but about once every few hours, the mouse suddenly becomes unresponsive. Reconnecting the USB cable restores it.
The mouse appears to still be recognized as a device by Windows, and if I unplug the USB cable while it's unresponsive, I hear the Plug&Play disconnection sound, but in reality, the mouse is completely unresponsive. Switching the connected PC doesn't solve the problem. This occurs in both emulation modes, including Ctrl-Ctrl-F2.
It seems that some mice do not become unresponsive, and since the Precision Mouse is a high-performance 6-button mouse, perhaps some processing is stalled on the KVM side?
Also, on very rare occasions, the keyboard sometimes becomes unresponsive. This seems to happen with any keyboard. In these cases, I power cycle the KVM to restore it.
I use three PCs: a Surface Pro 11 (Arm/5G/16GB), an ASUS NUC 14 PRO AI, and a Mac Mini M4. The problem mainly occurs on the two Windows PCs.
-
Official comment
Dear Kaoru,
Thank you for your detailed feedback.
To improve stability, we kindly suggest trying the following:
1. Switch the KVM to Non-Emulation (Pass-Through) USB mode.
2. If supported, lower the mouse polling rate to 125Hz or 250Hz.
3. If supported, On Windows, disable USB power saving for USB Root Hub / Generic USB Hub in Device Manager.
4. After switching PCs, please allow 2–3 seconds before using the mouse or keyboard.If both the mouse and keyboard become unresponsive, a power cycle of the KVM will restore normal operation.
This behavior may occur with certain high-performance mice on some Windows platforms. We have shared your case with our R&D team for further optimization.
Best regards,
TESmart Support Team -
Thank you for your response.
> 1. Switch the KVM to Non-Emulation (Pass-Through) USB mode.
The problem occurs in pass-through mode as well.
> 2. If supported, lower the mouse polling rate to 125Hz or 250Hz.
The Surface Precision Mouse does not seem to support changing the polling rate.
> 3. If supported, On Windows, disable USB power saving for USB Root Hub / Generic USB Hub in Device Manager.
The mouse often suddenly becomes unresponsive while in use, so battery saving doesn't seem to be the issue.
> 4. After switching PCs, please allow 2–3 seconds before using the mouse or keyboard.
This also occurs while using the mouse, so I don't think it's related.
If you are investigating this issue, I would like to see a firmware update. If such an update is released, could you please notify me directly? I don't see any firmware published in the Download section.
0 -
Dear Kaoru,
Thank you for your initial troubleshooting.
As part of our ongoing technical analysis, we would like to further narrow down the USB behavior. Could you please connect the mouse to one of the USB 3.0 ports on the KVM and observe whether the issue still occurs? This test will help our engineering team better isolate the USB handling path involved.
In parallel, we have already escalated this case to our R&D engineering team, your feedback from the above test will be directly used in their investigation.
Thank you for your cooperation and patience. We will keep you updated as our analysis progresses.
Best regards,
TESmart Support Team1 -
Thank you for your response.
After reconnecting the Precision Mouse to a USB 3.0 port, the issue where the mouse became unresponsive has been significantly reduced. It still becomes unresponsive on rare occasions, but it is within an acceptable range. Additionally, when connected to a USB 3.0 port, another issue seems to occur occasionally where scrolling with the mouse wheel switches to 1-pixel increments.
The problem has been significantly improved, so I'll continue using it this way for a while. I hope this will be further improved in a future firmware update.
0 -
Dear Kaoru,
Thank you for your detailed feedback and for sharing your experience with us.
We’re glad to hear that reconnecting the Precision Mouse to a USB 3.0 port has significantly improved the issue, and we appreciate your understanding regarding the occasional behavior that still occurs. Your feedback is very valuable and has been noted, and we will continue working on further optimizations in future firmware updates.
Thank you again for your patience and support. Please feel free to reach out if you notice any new issues or have additional suggestions.
Best regards,
0
Please sign in to leave a comment.
Comments
5 comments