Page 47
877-877-2269 | blackbox.com
Chapter 5: Troubleshooting and Maintenance
Problem:
Cannot control the device via RS-232/IR remote/front-panel buttons.
Cause:
The device is broken.
Solution:
Contact Black Box Technical Support at 877-877-2269 or [email protected].
5.2 Contacting Black Box
If you determine that your Video Matrix Switcher - 4K, HDMI, Audio is malfunctioning,
do not attempt to alter or repair the unit. It contains no user-serviceable parts. Contact
Black Box Technical Support at 877-877-2269 or [email protected].
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.
5.3 Shipping and Packaging
If you need to transport or ship your Video Matrix Switcher - 4K, HDMI, Audio:
• 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.
