Customer Chadd encountered what initially seemed like a tricky issue while using his KVM switch.
On Windows, whenever the monitor refresh rate was set above 75 Hz, the resolution would automatically drop. On macOS, refresh rate options above 75 Hz didn’t appear at all.
At first glance, this looked like a specification mismatch. However, the KVM itself was performing exactly as advertised—supporting 2560×1440 @ 120 Hz, a capability already verified in many real-world setups.
Instead of attributing the issue to the product, we took a closer look at the entire signal chain, starting with the monitor.
That’s when a key detail emerged.
Chadd’s monitor was equipped with two HDMI ports, but they did not offer the same capabilities:
-
HDMI 1 (HDMI 1.4): up to 2560×1440 @ 75 Hz
-
HDMI 2 (HDMI 2.0): higher bandwidth, supporting up to 2560×1440 @ 144 Hz
After confirming the connection setup, the root cause became clear: the KVM was connected to HDMI 1 on the monitor.
Once Chadd switched the cable to HDMI 2, the system immediately unlocked the 2560×1440 @ 120 Hz option—and everything worked perfectly.
After resolving the issue, Chadd shared the following feedback:
“Excellent customer service! Thank you so much! I'm somewhat embarrassed, because you are exactly correct. The second HDMI port has higher bandwidth and now everything works perfectly! Apologies for my part, but thank you so much! I'm extremely impressed and satisfied with your help!”
Takeaway
High-performance results don’t depend on the product alone—they rely on understanding the entire setup.
Sometimes the solution isn’t complicated; it just takes someone willing to look closely at every detail and help users unlock the full potential of their equipment.
