Eclipse Rackmount Support FAQ
What is the warranty period for Eclipse Rackmount products?
Both OEM 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.
How do I know if our product is still under warranty?
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.
We are experiencing trouble with a product that is out of warranty. What are our options?
In out-of-warranty cases, the customer is responsible for all shipping, labor and cost of parts involved in repairing the product. 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.
I seem to be locked out of our KVM. Is there a default password?
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.
What is the initial configuration for the IP KVM products?
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.
I need a Certificate of Conformance or documentation for approvals such as FCC, CE, UL or ISO.
All documentation is on file and able to be emailed. Please contact us with your specific request.
Our product has arrived with shipping damage. What now?
All Eclipse products are carefully and securely packaged for transport so thankfully damage during shipment is rare. However, if you do encounter shipping damage, please alert us immediately so that we can follow up with the carrier and issue you a replacement.
Our product has arrived DOA. What can be done?
All products are burned in after final assembly and DOA situations are extremely rare. Should one happen to occur, it is likely linked to some form of shipping damage and should be handled as such. Please alert us right away so that we can resolve the matter and issue a replacement to you.
What is your return policy?
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. Please see our Policies and Procedures page for details.
I have noticed an error on your website...
Let us know! We frequently make updates to our site to provide our customers the best experience, but sometimes we miss something. Please be as detailed as possible if you would, and we sincerely appreciate the feedback.
Was your question not answered above? 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.
