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