I’ve bought the KD-E20 for my two laptops with my two Samsung monitors.
Dell Precision 5680 (TB4)
ASUS ROG Flow Z13 (TB4)
I’m noticing on the Dell that one of my monitors will intermittently drop and resync. It’s not always the same monitor, and it’s not always the same frequency. I can go for hours without issues, but other times like this morning it’s happened nearly a dozen times in half as many minutes.
Sometimes power cycling the KVM will stop it, but this morning it had zero affect. It’s extremely frustrating, and support stopped responding to my email thread 2 weeks ago.
Anyone know how to resolve this? This KVM is so much better than my old StarTech, but this monitor blanking issue is driving me batty.
I was working through issues with Support via email, but they stopped responding 2 weeks ago.
I also observe a similar phenomenon - randomly, one or both monitors will intermittently blank while active on the KD-E20, and the laptop will then reconnect the display. Sometimes happens once or twice a day.
Using Dell U2412M monitors with these laptops
Lenovo P14s G2
HP ProBook 450 G9
What info do we need to collect to troubleshoot this?
Or is there a firmware update to address this? Currently v1.0.2
I saw that our colleague Owen has responded to you July 2, did you receive his email?
I have notified him and our customer service and they will get back to you.
Really sorry for that.
Yes, he did, but it sounds like the firmware update is very specific and won’t cover this scenario.
As delaveganz offered, what can we gather to help you guys identify and resolve this nuisance issue? I’m almost dreading a demo I have to give tomorrow as it’s for our global ID team and I really don’t want to have it pull this mid-demo.
i had the exact same issue using macbooks. i’ve only got one monitor connected but it just blanks out randomly and won’t work without restarting or disconnecting the kvm. I’ve just updated to 1.03 although it took me ages to find it. Hopefully this will fix it.
yeah i spent about an hour trying to find the firmware - it’s not on the download page but i could see lots of references to ‘1.03’. There’s a link to it at the bottom of this post here: KD-E20 not working with HP Elitebook 830 G11 - #5 by Kevin
Why it’s not under downloads, goodness only knows. I also couldn’t see a release note for it so I don’t know if it will fix my issue (monitor blanking out). But I have also had issues with the hub such as USB slowdowns where my webcam stops handling HD and my streamdeck starts glitching.
I really want to like this company and this device as it’s the closest device at any price that does what I need it to. I really wanted to brag about this new device with folks at work, but I simply don’t want to affiliate my reputation with a company who leaves customers twisting in the wind like this.
A company that cares about its customers should be doing things like putting the updates in standard locations as well as being more responsive to customers…especially around newly released products.
I agree, drivers/firmware should be easy to find on webpage. I asked what I thought was a bot on homepage and seems to be a real person and he gave me dropbox link for E-20 that I could download stuff.
I also had to do some sort of reset to get video working. (more in other posts about that). Kinda not their fault, but video was working with old docking, just not the new one. It works now tho.
I also want to brag about this docking, but so far a rough start. I also experience some random flickering like 1-5 times per day, but it is just 2-3 sec and then back to normal.
@Kevin I tried the 1.0.3 update that someone else had to provide the link to.
I’ve now lost the ability to have my Dell running QHD on both monitors. The options jump straight from HD to UHD, but only one monitor can be UHD, even at different refresh rates. The Asus still runs both at 60hz UHD without any issues.
I saw the 1.0.3 zip file also had v2.0.1, but I’m afraid of making things even worse. Can you give me the 1.0.2 I had originally? While not ideal, it was better than what I have now which is impacting my work.
I’ve updated from 1.02 from 1.03 earlier in the week and it was fine for a few days but the monitor has just blanked out on me again. The update hasn’t resolved the flickering on the streamdeck either. Funny because the streamdeck works on one of the macbook pro’s just fine, but flickers constantly when switching to the other. In fairness, this may not be an issue with the dock, but the monitor blanking out definitely is. This is potentially a showstopper to what on paper is a brilliant little device. I may need to return if this is not resolved via a firmware upgrade. I would definitely be interested in v2.0 of the hardware if this has resolved the issues - perhaps Kevin you could advise the difference in the 2.0 hardware? Please would you also feedback that we need release notes with the firmware and they should be made available under the downloads section.
I, for one, bought all new, high end cables after being told the 2 that came with the device were not of sufficient quality to meet the KD-E20’s specs. I still had intermittent blanking.
Moving to v1.0.3 severely impacted my productivity by eliminating my ability to run dual UHD on my Dell laptop, but I can’t say I’ve observed the blanking issue in the two days since I updated.
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But trying to work with one HD and one QHD is a nightmare. I’d rather deal with the occasional 3 second blanking than not being able to move windows between screens. And I’m still waiting for the rollback firmware.
I think it would be faster to do a device swap since it sounds like the devs don’t want to give up the firmware.
If they aren’t being responsive to you, @Kevin - is there someone else we loop in so that they can put the necessary pressure on the devs?
So, I’m currently using the cables that came with the dock to connect to the macbooks and a new Anker 200W charging station with brand new anker cables. I will swap out the AVaccess thunderbolt cables with the ones I used with my old kensington docks as I never had an issue with these. I will also swap out the hdmi cable from the dock to the monitor to be sure although I’ve never had a problem with this before. I’m not sure it’s a cable issue, but willing to give it a try. Seems to be a hdmi timing / synchronisation issue. Would still love to know what the differences are on the v2 hardware please?