Keyboard stops Working - Has to be unplugged and plugged in

[TDC]

I have a AV Access iDock D23 8K KVM Switch Docking Station that was recently purchased.

Overall I Love the product but I am now getting an odd issue where the keyboard and/or mouse will stop working.

The keyboard is a Razer Blackwidow V3 and Mouse is a Razer Naga Trinity

This is all connected to two machines a Desktop Gaming Machine and a Dell Laptop via a Dell Docking station.

The keyboard issue is happening to either machine where it just stops responding.

A Windows error message sometimes appears saying that USB Device Not Recognised. The USB device has malfunctioned and Windows does not recognise it.

Unplugging the USB from the front of the dock and plugging it back in does resolve the issue short term.

[Kevin]

Hello Tim,
Thanks for gettin gback to AV Access,we are truly sorry for the trouble caused.
On the desktop side, please try switch the USB-A to USB-B cable to PC back different USB 3.0 port for a check.
At the laptop,please the USB-A to USB-B cable direct connect from laptop to the D23.
Best Regards,

[TDC]

Hi Kevin, thanks for the suggestion however still no change by using different USB ports on either the laptop (issue got worse) or on the PC (it was still the same with intermittent stoppages). Could this be related to the Firmware issue from this post?

8KSW12DP-DM, Keyboard input switches to other PC

Hi there, Thanks for getting back to us and we are truly sorry for this issue. we also have got a similar feedback from another client and also try to reproduce this in our lab,but still cannot make it out. Could you share with us what is your keyboard model? And this issues happened at both two PCs side? Sincerely,

[Kevin]

Hello Tim,

Please download the new firmware and try upgrade to check: 8KSW21DP-DM new firmware

[Adaml]

Hi, did this fix your issue? I bought the D23 a couple of days ago and I have the exact same issue.

I also have razor keyboard and mouse, and switching between pc and a dell laptop dock

[TDC]

Hi Kevin, I can’t get the update tool to work. It won’t confirm the version of firmware when connected. see screenshot below

I connect using Com 3 as the only option that is not Com1 Clicking the Check button does nothing. despite the green connection status.

[Kevin]

@TDC

Hi Kevin, I can’t get the update tool to work. It won’t confirm the version of firmware when connected. see screenshot below

Hello,

Have you extract “Upgrade file.zip” out to a folder,then try running the software as the administrator for a check.

[Adaml]

Hi Kevin, i have the exact same problem. The update tool appears to connect but can’t pull the version number or perform the update.

Can you confirm which usb port I should be connecting to on the D23 please. The manual is unclear when there’s lots of USB-A ports of the device and no micro-usb ports.

“Connect the USB-A to micro-usb cable from PC to KVM,keep only
this USB cable connected on current PC but not other”

[Kevin]

Hello Adam,

Truly sorry for make the confusion.
Actually,it is use the provided USB-A to USB-B cable and connected to USB host 2 on D23 for firmware upgrade,which not have the micro-usb ports and the original is talk about our 8KSW21DP-DM which is different with iDock D23.
So please download the new firmware(V1.0.3) which is improved the displayport connection but kindly please have a test: iDock D23 new firmware

[Adaml]

Thank you Kevin, that updated to 1.0.3 fine. I’ll message back here if I continue to have the keyboard and mouse freezing issues.

[TDC]

Thanks Kevin, I have also updated and will monitor for the reported issues for the next few days

[Kevin]

Hello and thanks a lot Tim.