AP5201 - APC 8 Port Multi-Platform Analog KVM

[BillP]

This question was originally posted by $pecialist on APC forums on 9/21/2017

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Hi,

My client recently purchased a AP5201 KVM and (6) LCD/KVM USB Cable (AP5821).

The issue is that the connected servers doesn't respond to console keyboard & mouse. However, they can switch server screens using hotkeys, which means the connected keyboard is functioning. But when they try to logon at the server's screen, the server just doesn't respond to keystrokes and mouse pointer remains idle.

Is it because AP5201's console comes with PS/2 Keyboard & Mouse Interface ? But if APC offers KVM USB Cable (AP5821), there shouldn't be a compatibility issue, right ?

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 9/21/2017

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My first thought is to check whether legacy USB (1.1 or 2.0) is enabled on the server (BIOS and/or OS). AP5821 I think only supports USB 1.1 and I think also USB 2.0 for keyboard/mouse. 

I don't think this has anything to do with the console input being VGA & PS/2 just yet based on the fact you said the KVM On Screen Display menu is working OK. 

[BillP]

This reply was originally posted by $pecialist on APC forums on 10/17/2017

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Hi Angela,

After a long queue, We've finally got the chance to reboot and change BIOS settings. There ain't options for USB 1.1, at most backward to USB 2.0. However, server is still not responding to the KVM. We've also plugged in a desktop PC into another KVM port and to my surprise it is also facing the same problems, not responding to keystrokes or mouse.

Anymore suggestions ? I hope it doesn't just supports USB 1.1.

[BillP]

This reply was originally posted by Angela on APC forums on 10/17/2017

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So to confirm, you have a PS/2 keyboard and mouse connected to the console port (to control and navigate the KVM menus) with NO adapters converting a USB keyboard and mouse to PS/2? Then, the AP5821 is connected between your server (and desktop PC) and AP5201, with green end into KVM and blue VGA/USB to server and desktop PC? (Sometimes, cables have accidentally gotten connected backwards and "sort of" work.

I tend to think everything is connected OK since the KVM on screen display is OK but just want to check.

I will see if my colleague can test this. I was thinking this AP5821 cable worked OK but maybe it doesn't. I'll report back shortly.

In general though, I will see what we are doing with these KVMs and USB 3.0. This model is older so I am wondering if it only supports USB 1.1. I don't want to speculate though but I will start a discussion about compatibility/operation with USB 3.0 on KVM.

[BillP]

This reply was originally posted by Angela on APC forums on 10/17/2017

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Hi again,

Well, I stand corrected. I had my colleague try AP5821 with one of these KVMs and it did not work - received the same results as you, regardless of BIOS setting. 

We are trying to find one of the AP52XX USB cables for testing. Do you have any of these (part # AP5253, AP5257, or AP5261) that are mentioned here as compatible in the user's guide: http://www.apc.com/salestools/ASTE-6Z5QBL/ASTE-6Z5QBL_R2_EN.pdf 

These are the original USB cables designed for use with this KVM and attached servers and are just varying lengths. If one of these still does not work, then we maybe we have a USB compatibility issue. But, we should confirm one of these successfully works before assuming there is a problem based on both your testing and our testing with AP5821 (which also isn't listed as supported).

[BillP]

This reply was originally posted by $pecialist on APC forums on 10/19/2017

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Hi Angela,

I was hoping it was just a case of wrong or backward connection. unfortunately not. I've spent quite a bit of time on the installation manual especially page-6 (KVM Rear View) to make sure all cables are plugged in correctly. The keyboard & mouse are pure PS/2 with no converters. The Hot Key works, so that should be a strong indication that at least the PS/2 Keyboard is in good working condition.

AP582x type cables are listed as one of the first options in the AP5201 product overview page. However in the user manual only AP52xx type cables are listed. Utmost confusing !!

I hope it's not compatablity issue between AP5201 and AP582x cables.

[BillP]

This reply was originally posted by Angela on APC forums on 10/23/2017

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Hi,

AP58XX were introduced later for other products in the KVM portfolio, namely AP5808/AP5816 as well as with AP5717/AP5719. I also thought they'd work but we have not had success getting it to work with the older KVM switch..

We are looking for an AP52XX USB cable to verify that works. In the meantime, I can offer to get you in contact with your local support team to see if they can supply you with one of the AP52XX cables due to the potentially incorrect information on the website. We would also get that addressed if we verify the AP58XX cable part numbers don't work even though they were listed.

[BillP]

This reply was originally posted by $pecialist on APC forums on 10/24/2017

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Dear Angela,

Possible to get RMA for these cables ? They bought six AP5821 it is a waste if it were to be discarded.

[BillP]

This reply was originally posted by Angela on APC forums on 10/24/2017

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Yes, I think we could swap these out for you. Alternatively, I am still waiting for my colleague to do a little more testing and we will also confirm with our engineering team on compatibility to confirm both your testing results and ours with AP5821.

Is it OK to have someone contact you from our local support team to help resolve this and provide you some AP52XX cables to move forward with your customer? I would use the email in your forum profile if it is OK. I feel bad it has taken this long to get you a working solution.

[BillP]

This reply was originally posted by $pecialist on APC forums on 10/25/2017

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Dear Angela,

That'll be great. Kindly have the support team to contact me VIA my forum profile email address.

Thank you so much.

[BillP]

This reply was originally posted by Angela on APC forums on 10/25/2017

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Hi again, no problem. I just sent the request now to your local support team. Please let me know if you don't hear from anyone in the next 1-2 days.

[BillP]

This reply was originally posted by $pecialist on APC forums on 10/30/2017

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Hi Angela,

I haven't hear from the local support team. Kindly escalate.

[BillP]

This reply was originally posted by Angela on APC forums on 10/30/2017

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Hi - sorry! I will escalate now. I am surprised because they acknowledged my request..