Charles is a repeat buyer of the DKS402-P23 and uses it across multiple projects.
During routine use, he encountered an issue where the device would freeze on the logo screen during startup, preventing normal operation. The keyboard and mouse were unresponsive, and the only way to recover was by power cycling the unit.
What puzzled him most was the inconsistency:
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The issue didn’t occur every time.
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In the same environment, the device sometimes functioned normally.
This uncertainty directly disrupted his daily workflow.
Real User Concern: Not Immediate Failure, but “Occasional Yet Unignorable”
At first glance, this didn’t resemble typical hardware failure:
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The device could restart.
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It worked properly at times.
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The occurrence was irregular.
For the user, however, this unpredictability was even more frustrating:
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He couldn’t know when it would happen.
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There was no way to proactively avoid it.
Assessment: Firmware Upgrade Helps, but Isn’t a Complete Solution
After contacting support, Charles was provided with a firmware upgrade package.
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Post-upgrade, the device resumed normal operation, and the logo freeze issue temporarily disappeared.
However, over subsequent use, the same issue reappeared.
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This indicated that while the upgrade alleviated the problem, it did not fundamentally eliminate the startup anomaly.
Problem Confirmed: Firmware Boundary Issue in Specific Device Combinations
We collected detailed information from Charles regarding his device connections, usage scenarios, and reproduction conditions, and shared it with R&D.
After multiple tests, it was confirmed that:
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Under specific device combinations,
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The DKS402-P23 firmware could enter an abnormal state during startup,
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Causing the device to freeze on the logo screen and fail to initialize.
This issue was not due to user error or a single hardware fault.
Action & Change: Addressed in Subsequent Models
In the follow-up model, the DKS402-M24, we implemented improvements to address startup and initialization anomalies:
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Adjusted the firmware boot sequence,
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Optimized state handling logic under multi-device combinations,
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Prevented recurrence of abnormal startup under the same conditions.
These adjustments were made at the product level, not as a temporary fix for a single user.
Outcome
Charles’s persistent feedback helped us:
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Identify the boundary conditions for the issue,
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Ensure similar problems were addressed in subsequent models.
This experience highlighted an important insight:
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Stability issues are often not about “can it work?” but “will it fail at a critical moment?”
