I did call them, turns out the problem is the aluminum keyboard. I'll explain here in case anyone else has this issue......My newer aluminum Mac keyboard only gets power from the MOUSE usb port on this KVM, but not from the KEYBOARD port for some strange reason. So I can run mouse from keyboard port & vice-versa. That means both usb ports are OK and working............HOWEVER, you cannot program the keyboard if you're plugged into mouse port. (I did enter the hotkey mode and switched the hotkey from [scroll lock] to [control], but since my Mac keyboard won't work in the keyboard usb, it's useless).
SO here's my workaround. I need a Windows keyboard just to switch, so I need 3 USBs on the KVM, but it only has 2. Therefore, I put a usb splitter on the MOUSE port of the KVM (allowing me to plug both my mac keyboard and mouse into it), and I plugged the windows keyboard into the keyboard usb.
Not a big deal, so I have 1 more keyboard than necessary, it can sit under the desk and I need it only to click the button to switch.
Hope this is helpful to someone. I researched and found someone else did this on another forum. I would rather NOT need 2 keyboard. Theoretically, if there were a driver for the Mac aluminum keyboard for Windows, it MIGHT work. I searched for that and did not find it.
ETA.........on 2nd thought a mac keyboard driver would not fix the problem. The keyboard works, the issue is the switch ports and why the heck it only works on the mouse usb is beyond me!