Cable Matters USB-C KVM Switch (201085) - Troubleshooting Guide

If you experience issues with the Cable Matters USB-C KVM, follow these troubleshooting tips to resolve your issue.

Applies to

This troubleshooting guide applies to the following Cable Matters product:

• USB-C KVM Switch for 2 Computers with HDMI, DisplayPort, and 4 x USB 3.0 Ports  (201085)

General Troubleshooting Tips

Try the following common troubleshooting steps to resolve issues with your KVM switch.

• Try fully disconnecting and reconnecting all cables and peripherals.
• Try restarting the host computer.
• Try connecting malfunctioning monitors or USB peripherals directly to the host computer. If the peripheral or monitor still does not work, there may be a problem with the device or cable.
• Try another set of display or USB cables. If the KVM switch works, the cables may be defective.
• Try lowering the resolution and/or refresh rate of each connected monitor. If this resolves the issue, the monitors may be using too much bandwidth. Keep the monitors at a lower resolution and/or refresh rate to resolve this issue.
• Try connecting the computers to the KVM switch with the included USB-C cables. Third party USB-C cables may not have sufficient bandwidth to fully support the KVM switch.
• Ensure monitors are connected with certified HDMI and/or DisplayPort cables. Using non-certified or older cables may limit resolution and refresh rate support.
• Check that your computer and switch is fully up to date. Click here for instructions on updating your device drivers. Click here for instructions on updating the switch firmware.
• Try resetting your computer’s graphics settings. Click here for instructions on performing a graphics reset.

Known Issues

Symptom: One of the two connected monitors is not working, but it will work again after switching to another host and then switching back.

Suggestions:

1. Set the "Auto input source" to OFF in the monitor settings.

2. Use the same brand and model monitors. 

Symptom: When multiple monitors are connected, one monitor operates at a high resolution and the other monitor operates at an abnormally low resolution.

Dual 4K monitors require a host with DisplayPort 1.4 support. On hosts with only DisplayPort 1.2 support, there is insufficient bandwidth to operate both monitors at their maximum supported resolutions. If two monitors with resolutions greater than 1080p are connected to the switch, the switch may max out the resolution and refresh rate of the first monitor and operate the second monitor at an abnormally low resolution and refresh rate due to a lack of bandwidth.

To resolve this issue, first, reset your graphics settings using this guide. Then click here for instructions on downloading and running the Cable Matters CMDisplay tool to automatically set both monitors to a supported HD resolution.

Symptom: The remote control does not function

If the remote control does not function, check that the remote control is enabled. Press and hold the #1 and #2 buttons on the Switch for 5 seconds. Both buttons should blink slowly to indicate the remote control has been re-enabled. If both buttons flash rapidly, hold down the buttons again.

If the remote control still does not function, try replacing the battery. Cable Matters recommends replacing the included battery with a CR2032 battery for longer and more reliable performance.

If the remote control still does not function even after replacing the battery, contact Cable Matters support for a free replacement remote.

Symptom: When the KVM Switch is connected to an 11th generation Intel host, the monitors are locked to 1080p@60Hz.

A firmware compatibility issue may cause display resolution issues on host devices with 11th generation Intel processors. Cable Matters released a firmware update to fix this issue. Click here for firmware installation instructions.

Symptom: When the KVM Switch is connected to a display or audio system supporting Dolby Atmos, audio does not function properly.

A firmware compatibility issue may cause audio issues with Dolby Atmos content and sound systems. Cable Matters released a firmware update to fix this issue. Click here for firmware installation instructions.

Symptom: When the KVM Switch is connected to a display supporting HDR, HDR may not function correctly.

A firmware compatibility issue may cause issues with Dolby Vision and HDR content. Cable Matters released a firmware update to fix this issue. Click here for firmware installation instructions.

Symptom: The KVM switch does not function when connected to an LG television.

A firmware compatibility issue may cause issues with LG televisions. Cable Matters released a firmware update to fix this issue. Click here for firmware installation instructions.

Symptom: The KVM switch does not function after switching between hosts.

A firmware compatibility issue may cause issues when switching between hosts. Cable Matters released two firmware updates to resolve this issue. Click here for the first firmware installation instructions. Click here for the second firmware installation instructions.