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TABLE 5-1 (CONTINUED). TROUBLESHOOTING TIPS
PROBLEM
CAUSE
SOLUTION
The USB 3 LED is SOLID ON, but the USB 2
LED is OFF.
1. The USB cable connecting the Local
Extender to the host computer is
defective.
2. The host computer’s USB 2.0
controller has malfunctioned.
3. The host computer does not support
USB 2.
1. Ensure that the included USB 3.1 Gen 1 cable is being used
between the host computer and Local Extender.
2. Cold boot the host computer.
3. Replace the USB 3.1 Gen 1 cable with a different cable.
4. Contact Black BoxTechnical Support at 877-877-2269 or
[email protected] for assistance.
Both Local and Remote Extenders are
working, but the USB 2 or USB 3 LEDs
on the Local and Remote Extenders are
blinking.
The Local and/or Remote Extender is in
suspend mode. For a variety of reasons,
the host computer may place the Local/
Remote Extender into suspend mode.
Typically, it is because there are no USB
devices attached, the USB device is
asleep, or the host computer is in a sleep
state or hibernating.
1. Recover/resume the operating system from sleep or
hibernate modes (refer to your operating system’s
documentation).
2. Connect a USB device to the Remote Extender.
3. Use the connected device.
4. Contact Black BoxTechnical Support at 877-877-2269
or [email protected] for assistance.
ALL LEDs on both Local and Remote
Extenders are SOLID ON, but the USB
device is not operating correctly, or is
detected as an “Unknown Device” in the
operating system.
1. The USB device is malfunctioning.
2. The computer does not recognize the
USB device.
3. The application software for the USB
device is not operating.
4. The USB extender is malfunctioning.
1. Disconnect the extender from the computer.
2. Connect the USB device directly to the host computer.
3. If the device does not operate as expected, consult the
user documentation for the device.
4. Update the host computer BIOS, chipset or USB controller
drivers from the manufacturer’s website.
5. If the device operates as expected when directly connected
to the computer, connect another device to the extender and
reconnect it to the host computer.
6. If the second device does not operate, the extender may
be malfunctioning. Contact Black BoxTechnical Support at
877-877-2269 or [email protected] for assistance.
7. If the second device operates as expected, then the first
device may not be compatible with this extender. Contact
Black BoxTechnical Support at 877-877-2269
or [email protected] for assistance.
CHAPTER 5: TROUBLESHOOTING
