Black Box ACS4001A-R, User Manual

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APPENDIX E: CALLING TECHNICAL SUPPORT
105
Appendix E: Calling Technical Support
If you determine that your CATX DVI-D Switch is malfunctioning, do not attempt to alter or
repair it . It contains no user-serviceable parts. Please contact the technical support.
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 is printed on the bottom of the CATX DVI-D Switch (very
important):
Version Number Format:
Board: xxLO/RE Myyy Pzzz Auuu Gvvvvvv
Transceiver: C/M/S xx Pyy Mzz
•
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 CATX DVI-D Switch’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 CATX DVI-D Switch:
•
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.