All OEM, custom and standard (off the shelf) products carry a two-year warranty from the date of purchase for any defective parts or metal, not including damage inflicted by the customer or any unauthorized third party.
Please use our support form to submit the S/N, part number and any other relevant information including invoice, purchase order and company information involved in the original transaction. You should then receive a response within 24 hours with the status of your warranty.
In out-of-warranty cases, we only pass along our internal cost to repair the unit plus a $50 flat labor fee. The customer is responsible for all shipping with out-of-warranty cases. Please submit the required information to us via the support form to start a tag. From there, an RMA will be issued to take the unit in for inspection and quote any repair costs. There is no charge for this inspection.
The default username and password for all Eclipse Rackmount products is 00000000 (eight zeros). If the password has been changed and needs to be reset, please contact support for instructions and procedures on how this can be achieved. For IP KVM products, please see the next question.
With DHCP disabled, the default IP address will be 192.168.1.22 with a subnet mask of 255.255.255.0 and default gateway set to None. The factory set username for the IP products is “super” and the password is “pass” (no quotes). It is strongly recommended that these values be changed immediately via the User Management page following the initial setup. For additional information on our IP KVM products, please refer to the IP KVM User Manual.
All documentation is on file and able to be emailed. Please contact us with your specific request.
Thankfully, damage during shipment is rare. However, if you do encounter shipping damage, refuse the package if possible and alert us immediately so that we can follow up with the carrier and issue you a replacement.
With the extensive QA and burn-in process after final assembly, DOA situations do not occur very often. Should a unit arrive DOA, it is likely linked to some form of shipping damage and should be handled as such. Regardless of the reason, please alert us right away so that we can resolve the matter and issue a replacement to you.
All non-defective off the shelf products may be returned within a period of (30) days of shipment and are subject to a 15% restocking fee (including any shipping fees absorbed in the original transaction). Please see our Policies page for further details.
If you still have concerns or questions please contact us between 8:30 and 5:00 Pacific Time Monday through Friday or use the contact form to get in touch with us anytime.
We understand that each support case is important and will work diligently to get your matter resolved as quickly as possible.
Monday – Friday
8.30am – 5.30pm PST
or request support via email.