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SERVSWITCH™ BRAND CAT5 KVM EXTENDER STANDALONE REMOTES
5. Troubleshooting
The users’ manual for your ServSwitch™ Brand CAT5 KVM Extender system will
list some problems that can occur in your Extender system and will make
suggestions for what to do about the problems. If nothing helps, take the steps
described in this chapter.
5.1 Calling Black Box
If you determine that your Remote Unit 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 Remote Unit (very
important, especially for keyboard and mouse problems);
• 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; and
• the results of any testing you’ve already done.
To solve some problems, it might be necessary to upgrade the firmware of your
Remote Unit. 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.
5.2 Shipping and Packaging
If you need to transport or ship your Remote Unit:
• Package it carefully. We recommend that you use the original container.
• Before you ship the unit back to Black Box for repair or return, contact us to
get a Return Authorization (RA) number.
