474-Add-on Modules
Technical Support
69
11 Technical Support
Prior to contacting support, please ensure you have read this manual, and then installed and set-up your KVM
extender as recommended.
11.1 Support Checklist
To efficiently handle your request, it is necessary that you complete a support request checklist (
). Please
ensure that you have the following information available before you call:
•
Company, name, phone number and email,
•
Type and serial number of the device (see bottom of the device),
•
Date and number of sales receipt and name of your distributor, if necessary,
•
Issue date of the existing manual,
•
Nature, circumstances, and duration of the problem,
•
Components included in the system (such as graphic source/CPU, OS, graphic card, monitor, USB HID/USB 2.0
devices, interconnect cable) including manufacturer and model number,
•
Results from any testing you have done.
11.2 Shipping Checklist
1. To return your device, you need an RMA number (Return-Material-Authorization). Therefore, please contact your
distributor.
2. Package your devices carefully. Add all pieces which you received originally. Preferably use the original box.
3. Note your RMA number visibly on your shipment.
Devices that are sent in without an RMA number will not be accepted. The shipment will be sent back without
being opened, postage unpaid.
