Black Box DVI-D-Fiber-KVM-Extender Single and DualHead manual Appendix D Calling Technical Support

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APPENDIX D: CALLING TECHNICAL SUPPORT

Appendix D: Calling Technical Support

If you determine that your DVI-D –Fiber KVM Extender is malfunctioning, do not attempt to alter or repair it. It contains no user-serviceable parts. Contact Technical Support at Black Box!

Before you do, make a record of the history of the problem. We will be able to provide more efficient and accurate assistance if you have a complete description, including:

•The firmware-revision level printed on the bottom of the Extender (very important, especially for keyboard and mouse problems); The DVI-D FIBER - KVM extender’s firmware revision level:

Version Number Format:

Board:	xxLO/RE Myyy Pzzz Auuu Gvvvvvv
Transceiver:	C/M/S xx Pyy Mzz
Keyboard/Mouse:	P/U xx Vyyy

•The nature and duration of the problem.

•When the problem occurs.

•The components involved in the problem—that is, what type of computers, what type of keyboard, brand of mouse, make and model of monitor, type and make of cable, etc.

•Any particular application that, when used, appears to create the problem or make it worse.

•The results of any testing you’ve already done.

To solve some problems, it might be necessary to upgrade the Extender’s firmware. If this turns out to be the case for your difficulty, our Technical Support technicians will arrange for you to receive the new firmware and will tell you how to install it.

Shipping and Packaging

If you need to transport or ship your DVI-D FIBER - KVM Extender:

•Package it carefully. We recommend that you use the original container.

•If you are shipping it for repair, please include the Unit’s external power supplies. If you are returning it, please include everything you received with it. Before you ship the Extender back to your dealer for repair or return, contact him to get a Return Authorization (RA) number.

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Contents

DVI-D-Fiber-KVM-Extender Single and DualHead Manual Welcome to the DVI-D Fiber KVM-Extender Family Copyrights and Trademarks DVI-D Fiber KVM-EXTENDER Declaration of Conformity Safety Precautions and Installation Guidelines Contents Quick Setup Glossary IntroductionDVI-D Fiber KVM Extender system example Features DVI-D Fiber Extender Upgrade KitsProduct Range Interface Compatibility CompatibilityHow to Use This Guide Package Contents InstallationACS2028A-R2-xx, ACS4022A-R2-xx additionally Interconnection Cable Requirements Power SupplySystem Setup DVI-D Fiber KVM-Extender Type ACS2009A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS2009A-R2-xx Local UnitDVI-D Fiber KVM-Extender Type ACS2209A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS2209A-R2-xx Local UnitDVI-D Fiber KVM-Extender Type ACS2028A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS2028A-R2-xx Local UnitDVI-D Fiber KVM-Extender Type ACS2228A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS2228A-R2-xx Local UnitConnect to 5V Power Supply DVI-D Fiber KVM-Extender Type ACS4001A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS4001A-R2-xx Local UnitDVI-D Fiber KVM-Extender Type ACS4201A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS4201A-R2-xx Local UnitDVI-D Fiber KVM-Extender Type ACS4022A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS4022A-R2-xx Local UnitDVI-D Fiber KVM-Extender Type ACS4222A-R2-xx Remote Unit DVI-D Fiber KVM-Extender Type ACS4222A-R2-xx Local UnitDVI-D Fiber KVM-EXTENDER Diagnostic LEDs at DVI-D Fiber Extender Diagnostic LEDsLED Appearance DiagnosticsService Setup DDC Setup at the Local UnitSelection of Color depth Switching during Vsync Setup at the Remote UnitSwitching during Hsync Default‘Stepping’ pictures on displaying movies MonitorPS2-Keyboard There isn’t a pictureYour mouse is ‘stepping’ on your screen PS2-MouseUSB-Keyboard/USB-Mouse Your USB-keyboard/USB-mouse does not workYour USB-HID device does not work USB-HID deviceYour mouse is moving like ‘hanging on a rubber band’ Your USB- device does not work Other USB-devicesDVI-D Fiber KVM-Extender with optional, secondary screen Appendix a Example ApplicationsDVI-D Fiber KVM-EXTENDER Mounting instruction Mounting Instruction Rackmount-Kit ACS1009A-RMKDVI-D Fiber KVM-EXTENDER Mounting Instruction Rackmount-Kit ACS2228A-RMK DVI-D Fiber KVM-EXTENDER Dual head KVM devices and Media devices no USB Single head KVM devicesAudio Interface Set Up and Operation Shipping and Packaging Appendix D Calling Technical SupportBlack Box Technical Support Remote Unit Connectors Power requiredSignal Levels Local Unit ConnectorsSerial Data Format Operating TemperatureStorage Temperature Serial SpeedPin Signal Appendix F ConnectorsPS2-KBD CLK PS2-MOUSE CLK PS2-MOUSE VCC-IN +5V Pin Keyboard Mouse PinKeyboard/Mouse Connector, USB Typ a Keyboard/Mouse Connector, USB Typ BKeyboard Pin Mouse Pin Connector deviceRS232 Singlehead Devices only CATx- Interface Pin out according to EIA/TIA 568A 1000BaseT