TROUBLESHOOTING

Troubleshooting

If you're having video issues it could be one of the following issues:

1. Adapter From/To conversion

2. USB-C Port capabilities

3. Desktop with Graphic Card

4. Old Docking Station

In this video we go over how to troubleshoot all of these possible issues. Many adapters will not work in a KVM environment, even if the adapter works fine when not using the KVM or if the adapter worked for while then all of a sudden stopped. We see this issue all the time, we highly recommend to choose adapters from our tested and approved adapter list.

Pinpointing the issue: Is it a bad KVM or bad connections?

To pin point the exact issue (either the KVM port or cable/adapters) we swap the connections.

Using a reliable connection we swap it over to the problematic input, if the reliable connection works fine on all ports then the KVM is working fine and it may be a connection issue with the problematic device.

The problematic device can be connected to another input, if the issue follows it to another input the issue may be in the connections stream (adapter or incompatible dock). In this case we suggest changing the connection to one of our approved adapters or docking stations. Its very common to run into these types of issues if not using an approved adapter.

Refresh Rate issues | Resolution is incorrect | Bad resolution

We see refresh rate/resolution issues all the time when using adapters to connect to the KVM. Its important to remember the connection flows FROM the computer TO the KVM. For example if you need to convert a Type C connection, it would be Type C to HDMI Adapter. Here is our approved adapter list, we are aware that not all adapters work well in a KVM environment.

A common issue we hear about is monitors not displaying the correct high refresh rate. This can be checked on the manual of your monitor it will demonstrate what refresh rates are supported via HDMI or Display port. Using approved Adapters may be necessary to get a better resolution.

Here is the resolutions/refresh rates tested on the Dual monitor KVMs.

Here is the resolutions/refresh rates tested on the 4x1 KVMs.

Here is the resolutions/refresh rates tested on the 2x1 KVMs.

HOW DO I GET THE AUDIO TO WORK?

My audio isn't working | speakers are not working | no audio

Your computer will transmit audio via the video connections. If audio is not working, please go to your sound settings and choose the correct output device. This is typically listed as the monitor that is connected to the KVM because the audio is transmitting via the video connections. If you have an external device plugged into the audio mini-jack, the switch duplicates the audio signal from the HDMI input to the monitor and mini-jack out. Generally we just try all of the outputs one of them is correct.

Hotkeys not working | Hotkey Issues | No Scroll Lock on keyboard | Loud Beep

The 2nd generations KVMs have the hotkey switching feature so the hotkey command can be changed from Scroll Lock to Right CRTL.

If your hotkeys stopped working it is possible that you switched the Scroll Lock command to Right CTRL by accident pressing Scroll Lock+ Scroll Lock+F1

Try:

1. RightCtrl+RightCtrl+F1 or long press the yellow select button for about 30 seconds (This will reset it back to the original)

2. After the constant loud beep, reboot the device

This feature was designed for MAC users who do not have a Scroll Lock key available on their keyboards.

Pressing Scroll Lock+Scroll Lock+F1 or long press the yellow select button on the front panel to reset it until it makes a constant beep will switch the hotkey Command to Right CTRL . Please reboot the device and you setting should be restored. Right CTRL+Right CTRL+__ is your hotkey command now.

For MAC users: In order to use the HotKey switching function on a keyboard without the Scroll Lock key, please connect a regular keyboard to your MAC and press ScrlLck+ScrlLck+F1. This will change the ScrlLck to RightCtrl and you should be able to change inputs using RightCtrl+RightCtrl+3(3 should be replaced by the input number you want to change to). This is a one time thing and the setting will save permanently even after you reboot the KVM.

Some keyboards have the Scroll Lock button as dual functions meaning they share 1 button, you may have to press FN+ Scroll Lock to activate the scroll Lock key. We go over this on this video

Flashing Monitor | Snow screen | Blank Monitor|

Here are some common reasons that would cause this is

Bad Cable- Its pretty rare but sometimes the video connection could fail. Try testing this connection directly to a monitor to confirm the connection works outside of the KVM.

Bad ports- Either on the KVM or computer side. On the computer side, swap it with another computer if available. On the KVM test the failing port with another computer that is known to be working with the KVM. It the issue is USB(keyboard/mouse) failure, make sure you have the Online Light on, this indicates that the USB connection is active.

Generic Adapter/Converters- If you are using adapters/converters is the connection stream this is often a point of failure. We are aware that not all adapters work well in a KVM environment (We've complied a list of adapters/converters that work best with our KVMs) Make sure you're choosing the correct FROM and TO connection.

Non-standard resolution than the other working monitor- Try to change resolution for the problematic monitor to the same as the other working monitor. Its possible that the selected resolution is not supported by the KVM therefore this will result in a blank screen or flickering.

Docking station issues-Its pretty rare to have incompatible docks but it does happen with some older docking stations for example the HP Ultraslim Dock 2013

Monitor-Make sure the monitor is set to the right input source.

Shawn

May 5, 1:35 PM EDT

When I connect the monitor directly to the laptop it works fine, however I cannot get a picture when I connect my laptop to my monitor through the KVM that I just purchased. I am using the cables that were provided with the KVM, and the laptop is currently set to 1920x1080. When connected through the KVM the laptop sees the monitor (i.e. I see the monitor version listed in Advanced Display Settings in Windows and when I unplug the monitor from the back of the KVM it disappears from Advanced Display Settings in Windows, plug it in and it comes back). I have windows set to “duplicate” my display. Am I doing something wrong or is this KVM defective?

KVM: TESMART 4 PORT KVM HDMI 2.0 VIDEO SWITCH - 4K 60HZ UHD - AUDIO OUTPUT, USB SHARING

4 Port KVM HDMI 2.0

Laptop: Legion Y520-15IKBN Laptop (Lenovo)

Lenovo Legion Y520

Monitor: VP3481 - ViewSonic - 34" IPS LED Curved QHD FreeSync Monitor with HDR

https://www.viewsonic.com/us/vp3481.html

Ok, ran a few tests with the hardware that I have in the house, here is a summary. . .

Raspberry Pi -> HDMI -> KVM -> HDMI -> Monitor = Works
Surface Pro 4 -> Official Microsoft Surface Mini Display Port to HDMI Dongle model 1819 -> HDMI -> KVM -> HDMI -> Monitor = Works
Surface Pro 4 -> Official Microsoft Surface Dock Model 1749 -> Official Microsoft Surface Mini Display Port to HDMI Dongle model 1819 -> HDMI -> KVM -> HDMI -> Monitor = Works
Surface Pro 4 -> Official Microsoft Surface Mini Display Port to HDMI Dongle model 1553 -> HDMI -> KVM -> HDMI -> Monitor = Works
Surface Laptop 3 -> Official Microsoft Surface USB C to HDMI Dongle model 1857 -> HDMI -> KVM -> HDMI -> Monitor = Works
Lenovo -> HDMI -> Monitor = Works
Lenovo -> USB C -> Targus Dock190 -> HDMI -> KVM -> HDMI -> Monitor = Works
Lenovo -> HDMI -> KVM -> HDMI -> Monitor = Broken

It appears that the issue is isolated to that Lenovo, when connecting directly to the KVM, however I am confused as to why the port on the Lenovo works when I connect it directly to the monitor bypassing the KVM.

What do I need | What adapter | Adapter guide

Please be aware that a lot of cable do not support bi-directional video transmission.

Even though you might be able to get all connections to connect right it will still not work!

For example if you have a VGA out from your laptop and a HDMI in on the KVM, you will need a VGA TO HDMI cable which will only transmit one way from your laptop to the monitor. Let's say the the scenario was reversed and you have an HDMI out from the laptop and a VGA in on your monitor, the same cable will not work.

We are aware that some generic adapters/converters will not work with the KVM even though its the right adapter and works independently when not connected with the KVM.

Hence we have complied a list of all the adapter/converters from different video inputs to different outputs and make it as easy as possible for you to pick the right one.

All the converters/adapters listed in the link are tested in our labs with our devices and are recommended to work well with all of our product line up. Check it out here: Approved adapters

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Troubleshooting