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APPENDIX C: CALLING TECHNICAL SUPPORT
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Appendix C: Calling Technical Support
If you determine that your DVI-D –Fibre KVM Extender is malfunctioning, do not attempt to
alter or repair it. It contains no user-serviceable parts. Contact Technical Support at Black
Box!
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 DVI-D FIBRE - KVM extender’s
firmware revision level:
Version Number Format:
Board: xxLO/RE Myyy Pzzz Auuu Gvvvvvv
Transceiver: C/M/S xx Pyy Mzz
Keyboard/Mouse: P/U xx Vyyy
• 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 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 DVI-D Fibre - KVM Extender:
• Package it carefully. We recommend that you use the original container.
• If you are shipping it for repair, please include the Unit’s external power supplies. If you
are returning it, please include everything you received with it. Before you ship the
Extender back to your dealer for repair or return, contact him to get a Return
Authorization (RA) number.