From DIGITUS - Wiki

Information reqest per email

To send an information request to us via email you might need a part number. Yet, if this part number is not available to you - although you think it actually would have been helpful to send it - you should state clearly in the support form that this number is still missing in your email!

If you are a DIGITUS® business client, please have your customer ID ready.

Please also check if the following circumstances apply to your problem:

• How often does the problem occur?
• Does the problem occur at certein times of the day?
• When did the problem occur for the first time?
• If the problem appeared suddenly: Have you recently changed your operating system in other respects?
• Does the operating system show you an error message in case of the problem? If this applies to your situation: Which error message, please?
• Do several computers cause the problem, or does the problem not occur if you use a different computer?
• Do you have other electric devices or hardware components temporarily powered up when the problem occurs?
• Have you checked the wiring of your device? (Power cable, network cable, and data connection cable have to be connected with the correct cables.)

Please check if your problem is a general problem.

The following examples give you an idea of general problems:

• missing drivers for USB hubs, USB card readers, power supplies, etc.
• the way a KVM switch switches over to a different device
• device cannot be recognized ("Unknown device")
• The computer cannot find the drivers for a device (although they are already available).
• device cannot be started up (e.g. error code 10)
• System crashes occur if a device is plugged in ("bluescreen", system freezes).
• The computer cannot be started if a device is plugged in.
• The computer slows down whenever a certain device is plugged in.
• USB 2.0 devices only function at USB 1.1 speed.
• Wireless LAN or internet connections are regularly interrupted.
• The computer does not assign a drive letter to an external hard disk drive.
• How to reset a device
• etc.

Yes, it seems I have got a general problem.

Please, also make sure that you have entered your correct email address. Often people send us emails with blanks in their own address or with incorrect addresses. In both situations we cannot support you in solving your problem.

If you send your emails several times to the technical support team this will not speed up the processing of your problem. Yet, this might even result in misunderstandings. If you find a way to fix your problem in the meantime, please send us a second email about it!

Without any exceptions we will tell writers of emails avoiding the support form to first of all read our Wiki. This also applies to questions we have already answered several times in the Wiki.

Of course, we will answer your information request as soon as possible!
Yet, delays might occur at general vacation times (holiday season) or due to times of illness.

Here you can see what rules apply to exceptional emails.

Information:

• The members of our DIGITUS® support team are friendly people. We hope you will also be friendly with us, please. ;-)

23.02.2010: At the moment there is a malfunction in the email support form. This will not allow you to use some of the latest Firefox releases. Please, use a version of the Internet Explorer if you would like to write an information request using the support form. Other browsers might also be affected by this problem.

• DIGITUS® email support form