APPENDIX E: CALLING TECHNICAL SUPPORT
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Appendix E: Calling Technical Support
If you assess that your ServSwitch™ DKM is malfunctioning, do not attempt to alter or
repair it. It contains no user-serviceable parts. Please contact the technical support.
Before you do so, please 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 is printed on the bottom of the ServSwitch™ DKM (very
important):
Version Number Format:
Board: xxLO/RE Myyy Pzzz Auuu Gvvvvvv
Transceiver: C/M/S xx Pyy Mzz
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 ServSwitch™ DKM’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 ServSwitch™ DKM:
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 Material
Authorization (RMA) number.
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