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CHAPTER 8: Troubleshooting
8.3 Calling Black Box
If you determine that your KVM/Serial/Audio 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 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 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.
8.4 Shipping and Packaging
If you need to transport or ship your KVM/Serial/Audio Extender:
• Package it carefully. We recommend that you use the original container.
• If you are shipping it for repair, please include all parts of 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.
