USB Ports stopped working
KVM Switch model HKS401-P23. All USB ports became unresponsive. Tried to cycle power and unplug KVM Switch several times without it being fixed. I submitted a ticket through TESmart support, but still no response from them after 4 days.
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Hi Keith Hobbs,
Thank you for reaching out and sorry for the inconvenience caused.
We've already arranged for our customer service team to respond to your submitted ticket as a priority. In the meantime, to help us better understand the issue with the unresponsive USB ports on your HKS401-P23 KVM switch, could you please help confirm the following details:
- Are all USB output ports on the KVM switch unresponsive, or only specific ports?
- Do the USB issues occur across all input sources (computers), or only with a particular computer/input?
- Have any of your computers — especially Mac devices — undergone a recent system update?
This information will help us identify the root cause more efficiently. We appreciate your patience and support.
Best regards,
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Same here. Opened ticket two days ago no response. There is no power on any of the USB ports on the HKS401-P23. The USB hub is simply dead.
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I take it back. I put a USB power meter on it, and there is good 5 Volt. But nothing is being recognized at all.
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None of the USB ports work. Not for keyboard or mouse, not for other USB peripherals. Tried all 4 PCs, same result. The USB ports just stopped working in the middle of the day on 4/22 - no updates to any computers.
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Hi,
Thank you for reaching out and sorry for the inconvenience caused.
Based on your description, the issue may be caused by either a corrupted hotkey program or a potential chip malfunction in the KVM device. We recommend trying the following firmware upgrade as a first step.
https://support.tesmart.com/hc/en-us/articles/46173215134105-HKS401-P23-HKS0401A3U-Firmware-UpgradeAfter the upgrade, please connect your mouse to the USB 3.0 port and test the functionality. If the problem persists, please let us know, and we will promptly arrange after-sales service to replace the device for you.
Best regards,0 -
I ran the suggested firmware upgrade and the KVM switch now functions normally. Thanks!
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For me the upgrade tool simply says “Unable to Find KVM”. My original support ticket was 32931.
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Wilme2
Hi Wilme2 ,
Thank you for your feedback!
We’re sorry to hear that you're experiencing the same firmware upgrade issue. Based on your description, it seems the device may be faulty. We will prioritize your support ticket and arrange for an exchange as soon as possible.
To ensure the new KVM works properly, could you please provide a list of your current devices (including PC model, monitor, operating system, etc.)? This will help us check for compatibility in advance and avoid similar issues in the future.
Our support team will get in touch with you soon to ensure the issue is resolved. Thank you for your patience and understanding! If you have any further questions, feel free to contact us.
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Keith Hobbs
Hi Keith Hobbs,
Thank you very much for your feedback!
We’re glad to hear that the correct firmware provided on the forum has successfully resolved the USB port issue. We’re happy to see this result.
Thank you again for your understanding and support! If you have any further questions, feel free to reach out — we’re always here to help.
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I'm having the same issues as Wilme2. I put in a support ticket (Request #32973) 5 days ago and haven't seen any movement on it.
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Robinching07
Dear Robinching07,
Thank you for your feedback, and I sincerely apologize for the delay in our response. Due to the recent growth in product demand and an expanding user base, we have experienced an increase in the volume of support requests, which has resulted in a delay in our usual response time. We truly appreciate your patience and understanding during this busy period.
Upon reviewing your support ticket (Request #32973), I noticed that your device model is the HDC202-P23, while the firmware package you may have used was intended for the HKS401-P23 model. If the incorrect firmware was applied, it could potentially cause the device to malfunction.
To resolve this issue, please follow the instructions in the link below to properly update the firmware for your HDC202-P23 model:
https://support.tesmart.com/hc/en-us/articles/46359559357209-HDC202-P23-Firmware-Upgrade
If you have any further questions or need additional assistance, please feel free to contact us anytime. We are always here to help.
Thank you again for your understanding and continued support.
Best regards,
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I followed the firmware upgrade for HDC202-P23 but I'm still having the same issues. I tried repeating this process 3 times.
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Robinching07
Hi Robin,
Thank you for the update, and we're sorry to hear that you're still experiencing the same issues.
To better assist you, could you please confirm the following:
- Was the firmware upgrade process successful? (Did the tool show a “success” message or similar confirmation?)
- Or, did the upgrade fail to complete, and the keyboard/mouse issues persist as a result?
If the upgrade appeared to succeed but the keyboard and mouse are still not working, we’ll continue troubleshooting from there.
Looking forward to your reply so we can resolve this as soon as possible.
Best regards,
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Why can't I dowload the firmware? Says not authorized
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Hi Robin,
Thank you for your message. Could you please provide a screenshot of the issue you encountered when trying to download the firmware? This will help us better understand and identify the cause of the problem.
We appreciate your help and look forward to your reply.
Best regards,
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Hi there,
I have the same issue with my device HDC403-P23. No USB Ports working and noone response my Support Tickets #20029 and #41338. It was such a expensive device and stopped working after one year. Could you please check that?
Best regards
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Hi Christopher Pederzolli,
Thank you for reaching out. We’re sorry to hear your HDC403-P23 is experiencing USB issues. To help us investigate this as quickly as possible, could you please provide the following information?
1. Your purchase order number or order invoice.
2. A brief description of the current symptoms (e.g., whether the front and rear USB ports both have no power or recognition).
3. Any indicator lights or display behaviors you notice on the unit.
Thank you again for bringing this to our attention — we’ll make sure this gets resolved for you as soon as possible.
Best regards,
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Dear Christopher Pederzolli,
Thank you for reaching out and providing your order number.
To help us confirm the issue, please try the following steps:
1. Disconnect all cables from the KVM and reconnect only the power adapter. Check if any indicator lights turn on.
2. Try a different USB cable and a different USB port on your computer.
If the USB ports still show no power or recognition after these checks, it’s likely a hardware failure inside the USB control circuit. In that case, please provide a short video showing the issue (no power on USB ports, no indicator lights).
Looking forward to your reply.
Best regards,
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The Video is only 2 more Days available. Let me know, when I should re-upload it.
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Dear Christopher Pederzolli,
Thank you for your reply. We’re unable to view the video you provided. Could you please send it to our support email instead so we can review the issue?
Additionally, could you try connecting your keyboard to the USB 3.0 port on the KVM to see if it works properly?
We look forward to your response.
Best regards,
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Dear Support Team,
I already tried every USB Port on the KVM. You can see that in the Video. I send it to your Mail address service@tesmart.com
Best regards
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Dear Christopher,
Thank you very much for providing the video and the USB Tree screenshot.
Based on the video and the information from the USB Tree, we can confirm that there is a fault with the USB chip of the KVM. The devices detected in the USB Tree are the KVM's network card and sound card, but the hotkey chip is not recognized. Additionally, when you connect USB devices, no new devices appear, which further confirms that the product has a fault.
Our customer service team will submit an after-sales request for you through the ticket system. We will proceed with the necessary steps to resolve the issue as quickly as possible.
Thank you for your patience and cooperation.
Best regards,
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Hello TESmart Support Team,
I’m following up regarding Support Case #44458 to provide additional context and request assistance in resolving an issue that appears to be a known pattern with TESmart KVM devices.
Issue Summary:
The keyboard and mouse USB ports on my TESmart KVM stopped working suddenly. Video switching between systems continues to function normally (while manually clicking the KVM devise), but none of the USB ports (keyboard/mouse or other peripherals) are recognized. Power cycling the unit and reseating all cables did not resolve the issue. The peripherals themselves work correctly when connected directly to a computer.Order Information:
- Order #: 108475
- Product: 2 Port Dual Monitor KVM Switch Kit – HDMI 4K60Hz with USB 3.0 Docking Station (US Plug)
While troubleshooting, I found this long-running discussion where multiple users describe the same behavior across several models: USB ports suddenly becoming unresponsive while video continues to work. In that thread, TESmart support confirmed causes including:
- Corrupted hotkey/USB firmware
- USB control chip malfunction
In several cases, a firmware update resolved the issue, while in others TESmart ultimately confirmed a USB chip failure and arranged device replacement after review.
Given how closely my symptoms match these documented cases, I wanted to proactively share this context so we can move efficiently toward resolution. I’m happy to:
- Attempt any recommended firmware upgrade or reset procedure
- Provide serial number, system details, or photos/videos of the issue
- Assist with any diagnostics needed to confirm root cause
Please let me know the best next step to proceed (firmware validation vs. after-sales replacement). I appreciate your help and look forward to resolving this as soon as possible.
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Dear Charles,
Thank you very much for sharing such detailed information regarding your case. We truly appreciate the time and effort you’ve taken to document the issue and reference similar scenarios—your insights are extremely helpful in accelerating the analysis and resolution of this type of problem.
Based on your description, the symptoms you’re experiencing do align closely with known USB-related issues we’ve encountered in certain cases, including potential firmware anomalies or USB control chip behavior. The additional context you provided will be shared with our technical team for further evaluation.
Thank you again for your valuable feedback and cooperation. It is greatly beneficial to resolving similar cases, and we appreciate your patience as we work toward a solution.
Best regards,
TESmart Support Team0 -
Dear TESmart Team,
Thank you for the response and for confirming that my symptoms align with previously identified USB-related issues.
At this point, I’m hoping to move forward with a concrete resolution. Could you please advise on the specific next steps to address this issue? For example:
- A recommended firmware upgrade or reset procedure, or
- Confirmation that this behavior indicates a USB control chip failure and guidance on initiating a replacement or after-sales process
Since this issue is actively impacting my ability to use the device, I’d appreciate direction on the fastest path to restoring functionality. I’m happy to provide any additional details (serial number, system info, photos/video) needed to proceed.
Thank you again for your assistance, and I look forward to your guidance on resolving this.
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