724-746-5500 | blackbox.com
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724-746-5500 | blackbox.com
Appendix C: Technical Support
If you determine that your DVI-D/- I 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 call, 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/- I- KVM extender’s firmware revision level:
Version Number Format:
Board: xxLO/RE Myyy Pzzz Auuu Gvvvvvv
Transceiver: C/M/S x x Pyy Mzz
Keyboard/Mouse: P/U xx Vyy y
• The nature and duration of the problem.
• When the problem occurs.
• The components involved in the problem— 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. Our Tech 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/-I- KVM Extender:
• Package it carefully. We recommend that you use the original container.
• If you are shipping it for repair, please include the exender’s external p ower supplies. If you are returning it, please include
everything you received with it. Before you ship the extender back to Black Box for repair or return, contact Tech Support to
get a return authorization (RA) number.
ACS4002A-R2