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FAQ and Technical Support

Service and Support Information

Do you have a question about installation, configuration or administration of your IHSE USA product? The IHSE USA Service Department has included a set of common questions about setup that should help with solving your questions or technical problems.

Our technical manuals and quick setup guides can easily walk you through most of the typical setup and configuration processes to insure fast and simple setup. Should you run into problems, our expert team of service technicians is here to help. For faster service we ask you have the following information readily available before calling.

* Type and serial number of device
* Date and invoice number
* Description of component problem (Graphics, USB, Cables, Serial, Audio, etc.)
* Description of problem and/or configuration

If it is determined that a device must be returned for repair or replacement an RMA number will be issued by the IHSE USA service department. Please use original shipping boxes where possible. DO NOT ship units back without an RMA reference number included in the shipment.

Typical Troubling FAQ’s.

Note: each product includes a quick setup guide and operations manual with setup and troubleshooting information. For detailed information please refer to the operations manual first. In most cases you will find a clear definition of proper troubling shooting definitions. However, if you continue to have problems, please contact our service department at +1 (732) 738-8780 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it.

All the proper extender connections have been made yet there is no video to the monitor.

On some monitors you may not see video or a message “mode not supported”. To correct this problem use the <hotkey>, <a> command and power cycle the CPU box to allow the correct EDID to be loaded.

Mouse suddenly locks in place

The most common cause of this is the keyboard was accidently left in the command mode. Hit the escape key to reactivate the mouse

OSD takes up the entire screen

This is the default opening screen. To resize to a smaller screen, the “Extender OSD” must be activated on the corresponding CON (receiver). For more details refer to page 123 of the Draco tera enterprise manual.

OSD forces log in every time a switch is made between sources

The USER ACL is activated. To turn this off set auto logout to “-1”

CPU source vanished from the selection screen

Depending on your control system environment, the most common cause of this is the CPU (transmitter) extender has been selected for another CON device. To keep the CPU active on the desired CON, set the “Force Connect” mode to allow CPU sharing

USB 2.0 devices are not listed in the OSD

Fixed ports must be assigned for transparent USB 2.0. For detailed setup instructions see page 110 in the Draco tera enterprise manual.

Screen resolution table displays the wrong resolution settings

The EDID information has not been communicated properly to the transmitter. Select the <Hotkey>, <a> command to reload the EDID.

There is a control delay when switching control between two consoles

The HID Ghosting feature must be enabled for instant switching between consoles using different types of keyboard and mice. Use <Hotkey>,<h>,<w>,<enter> to enable a generic emulation of the currently connected HID devices. See page 177 in the Draco tera enterprise manual for more details.

There is no picture

Check the power supply connection at the CPU and CON units. Confirm that the power LED is on at the CPU unit.
* Check interconnect cables between CPU and CON units for proper connections
* Check the Data Error LED for full illumination. If it is blinking check cable lengths
* If Video OK LED is dark – check settings on the Graphics Card

Refer to the additional trouble shooting section in the manuals for your specific devices or call the IHSE USA service department.

Serial connection on the matrix is not responding

Baud rate of the CPU and matrix are not set correctly. Refer to the manual for proper settings

Touch screen with serial operations not functioning

Hardware handshake problems. Adjust serial interface to X-ON/ X-OFF handshake

No analog audio coming from the unit

Check to make sure an audio connection is made from the computer to the CON unit. Check to make sure audio connections are on both the CPU and CON units. Check computer setup configurations to insure audio is properly setup for audio signals out.

Quick Setup Instructions

Quick Setup Instructions for IHSE USA products. Select the following setup instructions sheets for your specific product type. If you have problem or needed additional support send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. or call +1 (732) 738-8780

Description

Download Guide

Quick setup guide for the DDXi Extenders (Series 437)

Quick setup guide for the 2 Port Smart DVI splitter (Series 445)

Quick setup guide for the DVXi/ET Extenders (Series 461)

Quick setup guide for the DVXi/ET Extenders (Series 463)

Quick setup guide for the DVI to VGA converter (Series 469)

Quick setup guide for the Repeater / Cross-repeater module (Series 471)

Quick setup guide for the DXXi Extenders (Series 472)

Quick setup guide for the DSXi Extenders (Series 473)

Quick setup guide for the DSXi rack mounting kit (Series 473)

Quick setup guide for the Draco Major Switch (Series 474)

Quick setup guide for the Draco vario chassis extenders (Series 474)

Quick setup guide for the Draco U-Switch USB port swx (Series 476)

Quick setup guide for the Draco compact extenders (Series 477)

Quick setup guide for the Draco tera switch (Series 480)

Quick setup guide for the Draco vario compact switch (Series 480c)

Quick setup guide for the Draco HDMI vario extenders (Series 481)

Keyboard Commands for the Draco extenders –page 1
Keyboard Commands for the Draco extenders – page 2

Keyboard Commands for the Draco tera – page 1
Keyboard Commands for the Draco tera – page 2

 

Contact and shipping Information

IHSE USA Service Department
RMA # ______________
1 Corporate Drive, Unit F
Cranbury, NJ 08512
732-738-8780 TEL
732-631-0121 FAX
866-721_0744 toll free inside the U.S.
This email address is being protected from spambots. You need JavaScript enabled to view it.

Contact Us

IHSE USA LLC.
1 Corporate Drive,
Cranbury, NJ 08512
Phone: (732) 738-8780
Toll Free: (866) 721-0744
Fax: (732) 631-0121
E-mail: info@ihseusa.com

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