Black Box ACU4222A - Manual (Page 36)

APPENDIX D: CALLING BLACK BOX
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Appendix D: Calling Black Box
If you determine that your USB Micro 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 USB Micro Extender’s firmware
revision level:
Version Number Format: xxSyy/zz
xx is the hardware revision number
yy is the firmware revision number
zz is the auxiliary revision number.
• 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 CATx cable,
etc.
• Any particular application that, when used, appears to create the problem or make it
worse.
• 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.
Shipping and Packaging
If you need to transport or ship your USB Micro Extender:
•
Package it carefully. We recommend that you use the original container.
• If you are shipping it for repair, please include 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.