KVM keyboard Mouse down

In the office , when we install symantic Back up Software , there's someproblem happened to our KVM interated Keyboard and mouse .Only the vedio function works well but the keyboard and the mouse can not work.Though we tried to switch it between 1 to 16 resource by button.
It still can not work.So we tried to power off and then power on , it stil not work.
finnally we called the support service. And the next day the man came to our office brought a new keyboard and moused integrated in the keyboard . then i Helped him to changed the keyboard. still can not work .So he called the factory and ask for helpping .At last he tried the 'B'+16. and input the default password "00000000" it works now this time.
Well done, there's no manual for the user but you ask them to support the server room . so wat will happen if they don't know how to solute the problem in KVM down.
The KVM is a small issues , but if you encounted that problem , it will also affect the normal working schedule.
so in the server room , there's no small issues. hehe , take all the issues as the big deal , it will help you to avoid lots of problem.