Tech Support FAQ

Q: Why is the video no longer working after I've changed out one of the connected computers to the KVM switch? 

A: It's recommended that the user reset the KVM switch after change out a connected computer and/or monitor. The KVM switch will need to find the correct EDID information for the new device in order for the video to work. 

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Q: Why is my keyboard and/or mouse isn't working when connected to the KVM switch? 

A: Please make sure the driver for the keyboard and/or mouse are up to date on all of the connected computers. The keyboard and/or mouse can encounter errors if the drivers are different versions between the computers. For wireless keyboard and/or mouse, make sure the battery is fully charged and there aren't any possible source of signal interference nearby. 

Additionally, make sure the USB type A to type B cables are firmly connected between each of the computers and the KVM switch. 

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Q: Are the ConnnectPRO dual monitor KVM switches able to display different video sources at the same time? 

A: Yes, our KVM switches are able to do that. The instructions for enabling/disabling that feature is included in the user manual for the KVM switch.  

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Q: Are there any firmware updates available for the ConnectPRO KVM switches? 

A: Yes. However, it's recommended to leave the firmware as is if the KVM switch is working correctly. If you run into an issue with the KVM switch, then please contact our support team. The support team will assist you with the troubleshooting, and help you determine if a firmware update is necessary for the KVM switch. 

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Q: Why are all of the lights on the Hot Keys select section on the KVM switch flashing on and off repeatedly?  

A: This is caused by either the power source being unstable, or the KVM switch is receiving insufficient power. Unplug the power cable for the KVM switch from the power socket, and plug the power cable to another available power socket.

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Q: Why is there a serial port on the KVM switch? What is that for? 

A: The serial port on the KVM switch has two purposes. One is for checking/updating the firmware of the KVM switch. The other is for daisy chaining another ConnectPRO KVM switch to allow the setup to support more than 2 monitors. 

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Q: Can I connect a gaming console such as xBox, PlayStation, etc. to the KVM switch? 

A: No. KVM switches were not designed to work with gaming consoles, so it'll not work correctly with gaming consoles.   

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Q: I've noticed the ConnectPRO KVM switch is powered on even though I did not have the power cable connected, is that normal? 

A: Yes, that is normal. The KVM switch does receive some power from the USB cables that are connected between the KVM switch and each computers. However, we recommend connecting the power cable to the KVM switch to help the KVM switch to reliably power all of its functions/operations. 

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Q: Can I connect a webcam to the KVM switch and share it between all of my connected computers?

A: Yes, you can. Please do make sure the driver for the webcam is up to date on all of the connected computers. Otherwise, the webcam can stop working correctly after switching between channels due to errors caused by differences between the driver versions in each computers. 

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Q:  My Mac stopped working when connected to the KVM switch after I've updated the mac OS, what do I do now? 

A: If you currently own an Intel based Mac, then we do not recommend updating the macOS to the new Ventura macOS. The new command set in the Ventura macOS will cause any externally connected device, such as docking station and KVM switches, to not work correctly. There are many users online have complained that the new Ventura macOS caused their Macs to stop working with their external devices. 

Links to a couple of online blogs that discuss the shortcomings of the Ventura OS update:

https://www.reddit.com/r/MacOS/comments/ykhk1i/dont_upgrade_your_macos_to_ventura_if_you_have/

https://www.caldigit.com/macos-ventura-and-usb-thunderbolt-device-security/

If you have already done the update, then we'd recommend to try to roll back the update to the previous version instead. 

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