IHSE USA 437 Series DDXi DVI/VGA Extender - Manual (Page 54)

DDXI DVI/VGA KVM EXTENDER FAMILY
54
Appendix G: Calling Technical Support
If you determine that your DDXI DVI/VGA KVM Extender is malfunctioning, do not
attempt to alter or repair it. It contains no user-serviceable parts. Contact Technical
Support at.
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 DDXI DVI/VGA
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 DDXI DVI/VGA 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.