Erratic Mouse Behavior

Loron Gibson -

Service Information Notice: 2.0 USB Mouse/Keyboard with INF7023/INF7012/INF8521/INF8511 model family – Possible Erratic Mouse Behavior

 

Issue:
Some Customers report that when they connect an USB 3.0 device (such as the PTZ4) to an INF7023/INF7012/INF8521/INF8511 that has a USB 2.0 2.4GHz wireless Mouse/Keyboard dongle attached that the mouse movement then becomes erratic. Once they disconnect the USB 3.0 device from the panel the mouse behavior goes back to normal.


Cause:
This type of behavior can occur any time a USB 3.0 device is connected to a system (not just ours) that only has USB 3.0 USB connections because the speed of the data flowing over the USB 3.0 connection can emit a similar frequency to many Wi-Fi connections (2.4Ghz). Thus causing interference with the USB 2.0 wireless 2.4GHz Mouse/Keyboard.

 

Intel has written a white paper on this. It can be reviewed here: https://www.intel.com/content/www/us/en/io/universal-serial-bus/usb3-frequency-interference-paper.html

 

Solution:

To alleviate the interference we are evaluating a 5MHz Wireless Keyboard and Mouse but this may take some time.

 

In the meantime the solution for the customer is add a 6 inch USB 2.0 extender cable between the panels USB 3.0 port and the USB 2.0 Wireless Mouse/Keyboard 2.4GHz Wi-Fi Dongle.

 

These can be found at: https://www.intel.com/content/www/us/en/io/universal-serial-bus/usb3-frequency-interference-paper.html

 

For the US Support team I have a bag of these so that the customer can be sent one should they call in with this issue.

 

Notice the customer will never see this issue unless they connect a USB 3.0 device to the above mentioned panels.

 

LG 08-25-2017

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