When Calling for Assistance. Black Box LBH184A, LBH181A, LBH081A, LBH082A, LBH084A, LBH182A

Chapter 5: Troubleshooting

5.2 When Calling for Assistance

Please be prepared to provide the following information.

1. A complete description of the problem, including the following points: a. The nature and duration of the problem; b. Situations when the problem occurs; c. The components involved in the problem; d. Any particular application that, when used, appears to create the

problem;

2. An accurate list of Black Box product model(s) involved, with serial number(s). Include the date(s) that you purchased the products from your supplier.

3. It is useful to include other network equipment models and related hardware, including personal computers, workstations, terminals and printers; plus, the various network media types being used.

4. A record of changes that have been made to your network configuration prior to the occurrence of the problem. Any changes to system administration procedures should all be noted in this record.

All returns for repair must be accompanied by a Return Material

Authorization (RMA) number. To obtain an RMA number, please contact Black Box

Tech support.

Please have the following information readily available:

Name and phone number of your contact person.

Name of your company / institution

Serial Number (or Invoice Number)

Packing List Number (or Sales Order Number)

Date of installation

Failure symptoms, including a full description of the problem.

Black Box will carefully test and evaluate all returned products, will repair products that are under warranty at no charge, and will return the warrantyrepaired units to the sender with shipping charges prepaid (see Warranty

Information, Appendix A, for complete details). However, if the problem or condition causing the return cannot be duplicated by Black Box, the unit will be returned as:

No Problem Found.

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