
12
Troubleshooting
The following table provides troubleshooting tips. The topics are arranged in the order in which they should
be executed in most situations. If you are unable to resolve the problem after following these instructions,
please contact Technical Support for further assistance.
PROBLEM CAUSE SOLUTION
ALL LEDs are
OFF on the Local
and/or Remote
Extender.
1. The Local Extender and/or
Remote Extender is not
receiving power from the
AC power adapter.
1. Ensure that the AC power adapter is properly
connected to the Local Extender and/or Remote
Extender.
2. Check that the AC adapter is connected to a live
source of AC power. Check that the Local and/or
Remote Extender’s Power LED is illuminated.
POWER LED is
ON, STATUS LED
is OFF.
1. The unit has malfunctioned
and requires re-programming.
1. Contact Technical Support for assistance.
Link LEDs
on the Local
and Remote
Extenders are
OFF.
1. There is no connection
between the Local and
Remote Extenders.
1. Ensure that no more than 100m of CAT 6a/7
cabling is connected between the Local and
Remote Extenders.
2. Connect a short patch cable between the Local
and Remote Extenders. Recheck the link status. If
the LINK LED is now SOLID ON, the previous cable
is defective or not capable of supporting the link.
LINK LEDs
on the Local
and Remote
Extenders are
SOLID ON, but
the USB 2 and
USB 3 LEDs are
OFF.
1. The host computer is not
powered on.
2. The Local Extender is not
connected to a computer.
3. The host computer does not
support USB Hubs.
4. The unit is malfunctioning.
1. Disconnect all USB devices from the Remote
Extender.
2. Disconnect Local Extender from the host
computer.
3. Disconnect AC adapters from Local and Remote
Extenders.
4. Reconnect the Local Extender to the host
computer.
5. Reconnect the AC adapters to the Local and
Remote Extenders.
6. Check that the Local and Remote Extenders have
enumerated as USB hubs in Windows Device
Manager, macOS System Proler or using “Isusb”
command in a Linux Terminal.
7. If the problem is not resolved, contact Technical
Support.
The USB 2 LED
is SOLID ON, but
the USB 3 LED is
OFF.
1. The Local Extender is not
connected to a USB 3 port.
2. The Local Extender is
connected to the host using
a USB 2 cable.
3. The USB 3 cable connecting
the Local Extender to the host
computer is defective.
4. The host computer’s USB 3
controller has malfunctioned.
1. Ensure that the Local Extender is connected to a
USB 3 port on the host computer.
2. Ensure that the included USB 3.1 Gen 1 cable is
being used between the host computer and Local
Extender.
3. Cold boot the host computer.
4. Replace the USB 3.1 Gen 1 cable with a dierent
cable.
5. If the problem is not resolved, contact Technical
Support.