Knox Video VS-200 - Manual (Page 57)

K NOX V IDEO VS-200 O PERATION M ANUAL
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12 RETURN PROCEDURE
Before returning your unit for repair, there are several checks you can make yourself
to make sure the problem is actually caused by a failure.
12.1 Are you sure there's a fault?
Many 'faults' are due to incorrect set-up or use so a simple checklist is provided
below to help you identify potential problems.
Set the unit up with your equipment as described in this manual and run through the
checklist. This will hopefully determine whether or not the unit is actually faulty and
prevent units from being returned unnecessarily.
Check the Troubleshooting tips of this manual and check out the various FAQ
(Frequently Asked Questions) listings on the support website,
http://www.knoxvideo.com, which shows the latest Hints, Tips and Solutions.
Don’t presume it is the unit that is causing the problem. Check that the equipment
being used with it is fully working and setup correctly – bypass the unit if possible by
connecting the video source directly to the video display.
Check the AC power. Is it present and is the unit turned on? Check that all cables
are properly plugged in and are not damaged and then make certain that all
equipment connected to the unit is working properly.
Perhaps you have a “frozen” unit and you cannot change an input nor exit from the
current task. In that case, a simple 'Factory Reset' of the product may sort the
problem out. See earlier section on Front panel buttons to do this. Note that all user-
settings will be lost following an engineering reset.
It is also worth ensuring that the latest firmware is installed in the unit – although,
again, user settings are lost during a firmware update.
12.2 To return a unit for repair
First contact Knox Video using the http://www.knoxvideo.com website. Support
personnel will determine whether a return to the factory is the appropriate solution. If
that’s the case, a Return Authorization Number will be issued. You should provide
the following information for each unit:
Product type
Serial number of the faulty unit (this is on the underside of the unit)
Full details of fault
Invoice number (if available)
Units should be returned via insured carrier or registered mail (thus allowing a trace
to be made if the Processor is lost in transit), with shipping costs and insurance
arranged at your own risk and expense. Goods in transit are the responsibility of the
sender and the supplier will not be responsible for transit losses.