APPENDIX C: CALLING BLACK BOX
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Appendix C: Calling Black Box If you determine that your ServSwitch™ Brand CAT5 KVM Extender Local Hub is
malfunctioning, do not attempt to alter or repair it. It contains no user-serviceable parts.
Contact Black Box Technical Support at 724-746-5500.
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 Local Hub (very
important, especially for keyboard and mouse problems); The KVM Extender Local
Hub’s firmware revision level:
Version Number Format: xxSyy/zz
xx is the hardware revision number
yy is the firmware revision number
zz is the auxiliary revision number.
• 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 CAT5 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 Local Hub’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 ServSwitch™ Brand CAT5 KVM Extender Local Hub:
• Package it carefully. We recommend that you use the original container.
• If you are shipping it for repair, please include everything you received with it. Before
you ship the Extender Local Hub back to Black Box for repair or return, contact us to get
a Return Authorization (RA) number.