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CHAPTER 5: Troubleshooting
2. An accurate list of products
involved, with part numbers and
serial numbers. Include the date
that you purchased each product
from your supplier.
4. A record of changes that have
been made to your network
configuration before the
occurrence of the problem.
Any changes to system
administration procedures
should all be noted in this
record.
5.3 Return Material Authorization
(RMA) Procedure
All returns for repair must be
accompanied by a return material
authorization (RMA) number. To
obtain an RMA number, call Black
Box. When calling, please have the
following information available:
• Name and phone number
of your contact person
• Name of your
company/institution
• Your shipping address
• Product name
• Serial number
• Sales order number
• Date of installation
• Failure symptoms, including a
full description of the problem.
We will carefully test and evaluate
all returned products and will repair
products if possible. However, if the
problem cannot be duplicated by
Black Box, the unit will be returned
as “No problem found.”
5.4 Shipping and Packaging
Information
If you need to ship the unit back
to Black Box, please follow these
instructions:
1. Package the unit carefully. We
recommend that you use the
original container if available.
Units should be wrapped in a
bubble-wrap plastic sheet or bag
for shipping protection. (You
may keep all connectors and
this User’s Guide.)
CAUTION
Do not pack the unit in
styrofoam “popcorn” type
packing material. This material
may cause electrostatic shock
damage to the unit.
2. Clearly mark the Return
Material Authorization (RMA)
number on the outside of the
shipping container.
3. Ship the package prepaid back
to Black Box.
