Black Box ACS251A - Manual (Page 24)

23
CHAPTER 6: Troubleshooting
6. Troubleshooting
6.1 Calling Black Box
If you determine that your ServSwitch™ Brand Fiber KVM Extender II or II-SM is
malfunctioning, do not attempt to alter or repair the unit. It has no user-serviceable
components. 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—that is, what type of computer, what
type of keyboard, brand of mouse, make and model of monitor, make and
model of speakers or other audio devices, type and make of fiber cable, etc.;
• any particular application that, when used, appears to create the problem or
make it worse; and
• the results of any testing you’ve already done.
6.2 Shipping and Packaging
If you need to transport or ship your Extender:
• Package it carefully. We recommend that you use the original container.
• If you are returning the unit, include everything you received with it. Before
you ship the unit back to Black Box for repair or return, contact us to get a
Return Authorization (RA) number.