Optiplex 990 Issue with Cables-To-Go KVM (Model #35555)

Question

Hello, I work for a University College Department as a Desktop Support Engineer and we just received a batch of tweleve Optiplex 990s and will be receiving about ten more and many more after that over the course of the year. We have about 300+ Windows computers in this college department and they range from white boxes (Athlon XPs) to Dell Optiplex GX240s thru Optiplex 990s and Dell Latitudes. We have a workbench down in the IT room with two Cables-To-Go USB KVMs (Model #35555) and they work perfectly with every machine (unless if the BIOS does not support USB keybaords/mice) from the 6+ year old white boxes to the Optiplex 980s. However, the keyboard/mouse attached to this KVM will not work AT ALL with the new Optiplex 990s. I made sure that all the USB options were enabled in the BIOS. The keyboard/mouse do not even get detected within Windows. This has ONLY happened with the Optiplex 990, I can't think of another machine that we have that doesn't detect the keyboard/mouse at all. However, connecting a keyboard/mouse (USB) directly to the machine does work, it just so happens that keyboard/mouse do not work when connected to the KVM, and we did try different keyboard/mice models attached to the KVM. I have emailed Dell and they basically told me that the KVM was incompatible with the Optiplex 990 and I should either a) contact cables-to-go [pointless because there is nothing that they can do] b) replace the computer with something that is compatible [can't go this route because the Optiplex 990 is the contracted sys.config. for the University] I truly believe that it is a BIOS issue and I just wanted to email Dell and let them know, but they basically told me to get new KVMs/Computers, which is stupid. The KVM works on every other computer except the newest Optiplex 990. So has anybody else experienced these kinds of issues with the 990s? Thanks, Zach

DELL-Warren B · Answer

I have an Optiplex 990 on a Belkin USB KVM and it's working fine. Sorry, I don't have a Cables-To-Go KVM to verify your issue.

Lee Burnette · Answer

Thank you for your inquiry zsoch. I have forwarded your issue to someone on the Dell OptiPlex team and am awaiting a response. It does seem odd that it wouldn't be compatible, but I am checking anouther source to verify that this is the case or to see if there is another solution.

ui-zsoch · Answer

Thanks. It will be rather frustrating, and it sort of is right now, since we are deploying this machines to many faculty members as well as working on some Macs and other computers -- having like 4 sets of keyboards is downright annoying.

Seminole151 · Answer

I can confirm the same extact problem using that specific Cables-To-Go KVM on both Dell's new Optiplex 990s and 790s.

DELL-Warren B · Answer

Have you tried a different KVM? I'm not seeing the issue with Belkin KVM's so if the issue is limited to the Cables-to-Go KVM, then the KVM would be the root of the problem.

thelogicgroup · Answer

Dell Optiplex 790 Ultra Small Form Factor confirmed not working with Cables to Go Model KVM 35555.
Specifically Keyboard and Mouse will not work.
In order to get the Keyboard and Mouse to work the Dell Optiplex 790 must be on. Then the KVM must have all USB cables removed from it in the back. Then the KVMs AC Adapter must be disconnected. Once the KVM is off the AC Adapter would be reconnected and then the KVM USB cables would be reconnected. Then the Dell Optiplex 790s will see the keyboard and mouse. If however you reboot the Dell Optiplex 790 the process will have to be repeated.

Ignorance1 · Answer

Experiencing same issue with a Starview SV431USB and the 990. Direct USB keyboard works without issue.

davidsh1 · Answer

I agree that there is an issue with the current A06 BIOS in the Optiplex 990. We bought 6 machines (Optiplex 990 minitower) for our church. We decided to use the existing keyboards that we had with our older Optiplex 780 machines. That keyboard was a USB keyboard, Dell Multimedia keyboard, model SK-8135.

The Optiplex 990 will not see the keyboard on BIOS boot. It reports "Keyboard not found error". However, when the operating system (Windows 7 x64) boots up, it will see the keyboard.

DELL-Warren B · Answer

If you feel there is an issue with the 990 BIOS, please report it to Technical Support so that they can record and track the issue. Contact information is below.

Thanks!

http://support.dell.com/support/topics/global.aspx/support/dellcare/contact_technical_support?c=us&cs=RC956904&l=en&s=hied&~ck=anavml

BusterF · Answer

I am experincing the same issue with our 990s.  This is with a Aten MasterView CSI784  Like everyone else direct USB works

BusterF · Answer

Just read through Bios update A11, this addresses the issue.  Should of checked before posting.

DELL-Warren B · Answer

BusterF, Thanks for the follow-up!

cbruce666 · Answer

I've got (35) 990 Mini Towers, shipped with A11 BIOS, USB key and mouse not responding thru a Trendnet TX-1603 KVM (but works OK with direct USB)

cbruce666 · Answer

Cancel that - fixed by upgrading KVM firmware :)

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