CHAPTER 7: Troubleshooting
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7. Troubleshooting
The first thing to do if you’re having problems with the Remote Access Concentrator is to check its LEDs and
its cable connections. If all of its cables are securely attached and its LEDs don’t tell you what you need to know,
check the system log for any error messages that might be recorded there. Consult the “Log Messages” section
of the Concentrator’s HTML documentation for directions on retrieving the log and interpreting any error
messages it contains. Also consult the logs of any routers, bridges, etc., that the Concentrator was
communicating with when the trouble happened.
If this doesn’t help, proceed with the rest of this section.
7.1 Calling Black Box
If you determine that your Remote Access Concentrator is malfunctioning,
do not attempt to alter or repair the unit
.
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 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;
• a screen capture of the Concentrator’s log; and
• the results of any testing you’ve already done.
7.2 Shipping and Packaging
If you need to transport or ship your Remote Access Concentrator:
• Package it carefully. We recommend that you use the original container.
• If you are shipping the Concentrator for repair, make sure you include its power cord. If you are
returning the Concentrator, make sure you include everything you received with it. Before you ship,
contact Black Box to get a Return Authorization (RA) number.
