① Starting Point of the Story: Where the Customer’s Voice Emerged
During his daily work, Sergio upgraded his Mac mini M2 to macOS Sequoia. After the upgrade, he found that the Lenovo keyboard he had been using through the HKS0402A1U KVM suddenly stopped responding entirely, while the same set of peripherals continued to work perfectly on his Windows laptop.
He submitted this issue to us through the support form on our website — this ticket was the beginning of the entire story.
② The Real Confusion: Why This Was “More Than a Small Issue”
For Sergio, the keyboard is an essential tool he uses every day, and the KVM is supposed to ensure seamless switching between two devices. Once the keyboard stopped working on macOS, his daily workflow was completely disrupted.
More importantly — his feedback made us realize that the new macOS version might have changed how HID devices are recognized, and our firmware had not yet covered this change. Without verification, reproduction, and resolution, more macOS users could potentially encounter the same problem.
③ Our Judgment Process: From “Probably an Isolated Case” to “We Need to Reproduce This Carefully”
At first, we assumed it might be a typical, occasional compatibility issue, since the hardware was working flawlessly on Windows.
But after Sergio provided more detailed information, we realized it wasn’t that simple. His descriptions were extremely specific — such as the keyboard being completely unresponsive while other ports functioned normally — leading us to believe the issue might be related to how the firmware recognized the new system.
To confirm, we prepared two different firmware packages (V008_DZ and V00DZ) and sent them to Sergio for testing on his actual setup. Since this was a scenario we could not fully reproduce internally, Sergio’s participation was crucial to our assessment.
④ Action and Change: How the Customer’s Test Results Drove Real Improvement
Sergio helped us with very thorough testing. He first tried V008_DZ and clearly noted several major abnormalities:
LED not lighting
Hotkeys not working
Only one computer could use the keyboard and mouse normally
These details were extremely valuable to us.
He then tested the other firmware version, V00DZ, and reported that “everything worked normally again” — including the keyboard, mouse, LED indicators, and hotkey switching.
This allowed us to confirm for the first time:
The older firmware version had compatibility issues under macOS Sequoia, and V00DZ was the proper stable version.
This wasn’t just “closing a support ticket” — his testing genuinely helped us complete firmware compatibility for the latest macOS.
⑤ Customer Feedback: A True Reflection of Emotional Value
After everything returned to normal, Sergio sent us a very straightforward message:
“Now everything is fantastic. Thanks for your fast help and clear instructions.”
This made it clear to us that:
His voice was heard, valued, and incorporated — and he became an active participant in solving the issue.
⑥ Conclusion: How Did This Customer Change Us?
In this co‑creation process, Sergio didn’t just raise a problem — he helped us test the firmware on real hardware under the newest macOS, making us realize that:
A major macOS upgrade may bring new changes at the HID logic layer, and our future firmware testing must include such scenarios.
In other words:
Because of Sergio, we updated our firmware compatibility verification process and became more cautious and refined in future adaptation strategies.
His participation made our product more robust and our support workflow more aligned with real‑world usage.
This is a true co‑creation story that helped us grow together.
