TESmart 2-Way Dual Monitor USB Port Stopped Working

Jordan H

2025年10月09日 23:57

Hi everyone,

I'm troubleshooting a TESmart 4-Port Dual Monitor KVM Switch (purchased in 2020) that’s been working fine until recently. The USB-B port for the PC1 Input has stopped responding. I’ve tested it with new HDMI and USB cables, as well as two different keyboard/mouse sets and 4 different computers, but the issue persists. Customer support was initially responsive but has since gone silent.

Has anyone encountered this issue or have suggestions for further troubleshooting? Any advice to help fix the KVM switch would be greatly appreciated!

Thanks!

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• 正式なコメント

  

  TESmart.02

  2025年10月10日 01:25

  Dear Jordan H,

  Thank you for contacting us, and we’re sorry to hear about the issue with your TESmart 4-Port Dual Monitor KVM Switch.

  We’ve reviewed your description, and since the HDMI video signal works but the USB-B port for PC1 is unresponsive, it’s likely that the USB-B interface or internal USB switching circuit for that channel has been damaged.

  To confirm this, please try the following steps:
  1. Disconnect all HDMI and USB cables, then power off the KVM for about one minute.
  2. Reconnect only the PC1 input (HDMI + USB-B) and your keyboard/mouse. Check if the USB function resumes.
  3. If the issue remains, try connecting the same USB cable to another PC input port (PC2–PC4) to confirm whether the problem follows the port.

  If the USB still does not work on PC1 but works on other ports, it indicates a hardware failure on that channel. In this case, please provide a clear photo of the KVM’s back panel (including the PC1 port area) and the purchase invoice for us.

  Once we receive this information, we’ll check whether the unit is eligible for repair or replacement and provide further assistance.

  Since the product is out of warranty, would you be interested in a discount on a replacement or repeat purchase?

  We apologize for the inconvenience and appreciate your patience.

  Best regards,
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  Jordan H

  2025年10月11日 02:46

  Thank you for your response and the troubleshooting steps for the issue with my TESmart KVM Switch.

  I have followed the three steps you provided:

  1. I disconnected all HDMI and USB cables and powered off the KVM for one minute.
  2. I reconnected only the PC1 input (HDMI + USB-B) and my keyboard/mouse, but the USB-B port for PC1 remains unresponsive.
  3. I tested the same USB cable on another PC input port (PC2), and the USB function worked correctly, confirming that the issue is specific to the PC1 USB-B port and does not follow the cable or device.

  As requested, I have attached a clear photo of the KVM’s back panel, including the PC1 port area. I have emailed copied of the invoice I can forward to an address, otherwise the Invoice number was #D91 and the order number was Order #1680.

  

  
  Since the product is out of warranty, I appreciate your offer of a discount on a replacement or repeat purchase. Please let me know the next steps for proceeding with a repair, replacement, or the discount option.

  Thank you for your assistance, and I look forward to your response.

  Best regards,

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  TESmart.02

  2025年10月11日 07:01 編集済み

  Dear Jordan H,

  Thank you for your reply.

  It seems that the USB-B port for PC1 has been damaged. As one of our valued customers, we’d be happy to offer you a discount on your replacement order.

  Please submit a support ticket to the TESmart after-sales team, and we will provide you with an exclusive discount code.

  Thank you for your understanding and continued support.

  Best regards,

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