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IC502A
Chapter 4: Troubleshooting
Problem: All LEDs on both the Local and Remote Extenders are on, but the USB device does not operate correctly or is detected
as an “Unknown Device” in the operating system.
Cause(s):
1. The USB device is malfunctioning.
2. The computer does not recognize the USB device.
3. The application software for the device is not op erating.
4. The IC502A is malfunctioning.
Solution(s):
1. Disconnect the IC502A from the computer.
2. Connect the USB device directly to the USB port on the computer.
3. If the USB device does not operate properly, consult the user documentation for the device.
4. Update your system BIOS, chipset, or USB Host controller drivers from your System/Motherboard manufacturer’s website.
5. If the USB device operates properly when directly connected to the computer, connect another device (of a different type) to
the IC502A. Connect the IC502A to the computer.
6. If the second USB device does not operate, the IC502A may be malfunctioning. Contact Black Box Technical Support
at 724-746-5500 or info@ blackbox.com for assistance.
7. If the second USB device does operate properly, the first device may not be compatible with the IC502A.
4.2 Contacting Black Box
If you determine that your 2-Port USB 3.0 Fiber Extender is malfunctioning, do not attempt to alter or repair the unit. It contains
no user-serviceable parts. Contact Black Box Technical Support at 724-746-5500 or info@ blackbox.com.
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 nature and duration of the problem.
• when the problem occurs.
• the components involved in the problem.
• any particular application that, when used, appears to create the problem or make it worse.
4.3 Shipping and Packaging
If you need to transport or ship your 2-Port USB 3.0 Fiber Extender:
• Package it carefully. We recommend that you use the original container.
• If you are returning the unit, make sure you include everything you received with it. Before you ship for return or repair, contact
Black Box to get a Return Authorization (RA) number.