Black Box ACUREMSW, ACU1028A, ACU1022A manual Appendix E Calling Black Box, Shipping and Packaging

APPENDIX E: CALLING BLACK BOX

Appendix E: Calling Black Box

If you determine that your ServSwitch™ Brand CAT5 KVM Extender 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 (very important, especially for keyboard and mouse problems); The KVM extender’s firmware revision level:

Version Number Format: xxSyy/zz

xxis the hardware revision number

yyis the firmware revision number

zzis 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’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:

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

•If you are shipping it for repair, please include the Remote Unit’s external power supply. 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 us to get a Return Authorization (RA) number.

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