Ascend Customer Service

You can request assistance or additional information by telephone, email, fax, or modem, or over the Internet.

Obtaining Technical Assistance

If you need technical assistance, first gather the information that Ascend Customer Service will need for diagnosing your problem. Then select the most convenient method of contacting Ascend Customer Service.

Information you will need

Before contacting Ascend Customer Service, gather the following information:

Product name and model
Software and hardware options
Software version
Service Profile Identifiers (SPIDs) associated with your product
Your local telephone company's switch type and operating mode, such as AT&T 5ESS Custom or Northern Telecom National ISDN-1
Whether you are routing or bridging with your Ascend product
Type of computer you are using
Description of the problem

How to contact Ascend Customer Service

After you gather the necessary information, contact Ascend in one of the following ways:


Telephone in the United States	800-ASCEND-4 (800-272-3634)
Telephone outside the United States	510-769-8027 (800-697-4772)
Australia	(+61) 3 9656 7000
Austria/Germany/Switzerland	(+33) 492 96 5672
Benelux	(+33) 492 96 5674
France	(+33) 492 96 5673
Italy	(+33) 492 96 5676
Japan	(+81) 3 5325 7397
Middle East/Africa	(+33) 492 96 5679
Scandinavia	(+33) 492 96 5677
Spain/Portugal	(+33) 492 96 5675
UK	(+33) 492 96 5671
Email	support@ascend.com
Email (outside US)	EMEAsupport@ascend.com
Facsimile (FAX)	510-814-2312
Customer Support BBS by modem	510-814-2302

You can also contact the Ascend main office by dialing 510-769-6001, or you can write to Ascend at the following address:

Ascend Communications
1701 Harbor Bay Parkway
Alameda, CA 94502

Need information about new features and products?

Ascend is committed to constant product improvement. You can find out about new features and other improvements as follows:

For the latest information about the Ascend product line, visit our site on the World Wide Web:
For software upgrades, release notes, and addenda to this manual, visit our FTP site:

Important safety instructions

The following safety instructions apply to the MAX:

Product installation should be performed by trained service personnel only.
Read and follow all warning notices and instructions marked on the product or included in the manual.
The maximum recommended ambient temperature for MAX models is 104° Fahrenheit (40° Celsius). Take care to allow sufficient air circulation or space between units when the MAX is installed in a closed or multi-unit rack assembly, because the operating ambient temperature of the rack environment might be greater than room ambient.
Slots and openings in the cabinet are provided for ventilation. To ensure reliable operation of the product and to protect it from overheating, these slots and openings must not be blocked or covered.
Installation of the MAX in a rack without sufficient air flow can be unsafe.
If installed in a rack, the rack should safely support the combined weight of all equipment it supports. A fully loaded redundant-power MAX weighs 56 lbs (25.5 kg). A fully loaded single-power MAX weighs 30 lbs (13.6 kg).
The connections and equipment that supply power to the MAX should be capable of operating safely with the maximum power requirements of the MAX. In the event of a power overload, the supply circuits and supply wiring should not become hazardous. The input rating of the MAX is printed on its nameplate.
Models with AC power inputs are intended for use with a three-wire grounding type plug-a plug which has a grounding pin. This is a safety feature. Equipment grounding is vital to ensure safe operation. Do not defeat the purpose of the grounding type plug by modifying the plug or using an adapter.
Before installation, use an outlet tester or a voltmeter to check the AC receptacle for the presence of earth ground. If the receptacle is not properly grounded, the installation must not continue until a qualified electrician has corrected the problem. Similarly, in the case of DC input power, check the DC ground(s).
If a three-wire grounding type power source is not available, consult a qualified electrician to determine another method of grounding the equipment.
Models with DC power inputs must be connected to an earth ground through the terminal block Earth/Chassis Ground connectors. This is a safety feature. Equipment grounding is vital to ensure safe operation.
Before installing wires to the MAX unit's DC power terminal block, verify that these wires are not connected to any power source. Installing live wires (that is, wires connected to a power source) is hazardous.
Connect the equipment to a 48VDC supply source that is electrically isolated from the AC source. The 48VDC source should be reliably connected to earth ground.
Install only in restricted-access areas in accordance with Articles 110-16, 110-17, and 110-18 of the National Electrical Code, ANSI/NFPA 70.
Do not allow anything to rest on the power cord, and do not locate the product where persons will walk on the power cord.
Do not attempt to service this product yourself. Opening or removing covers can expose you to dangerous high voltage points or other risks. Refer all servicing to qualified service personnel.
General purpose cables are provided with this product. Special cables, which might be required by the regulatory inspection authority for the installation site, are the responsibility of the customer.
When installed in the final configuration, the product must comply with the applicable Safety Standards and regulatory requirements of the country in which it is installed. If necessary, consult with the appropriate regulatory agencies and inspection authorities to ensure compliance.
A rare phenomenon can create a voltage potential between the earth grounds of two or more buildings. If products installed in separate buildings are interconnected, the voltage potential might cause a hazardous condition. Consult a qualified electrical consultant to determine whether or not this phenomenon exists and, if necessary, implement corrective action before interconnecting the products.

In addition, if the equipment is to be used with telecommunications circuits, take the following precautions:

Never install telephone wiring during a lightning storm.
Never install telephone jacks in wet locations unless the jack is specifically designed for wet locations.
Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface.
Use caution when installing or modifying telephone lines.
Avoid using equipment connected to telephone lines (other than a cordless telephone) during an electrical storm. There is a remote risk of electric shock from lightning.
Do not use a telephone or other equipment connected to telephone lines to report a gas leak in the vicinity of the leak.

Warning: To reduce the risk of fire, communication cable conductors must be 26 AWG or larger.

Attention: Afin de reduire les risques d'incendie, les fils conducteurs du cable de communication doivent etre d'un calibre minimum de 26 AWG (American Wire Gauge), cest-a-dire d'un minimum de 0,404 mm.

Warnung: Um Feuerrisiken zu reduzieren, müssen die Kommunikationskabel-Anschlüße 26 AWG oder größer sein.

techpubs@eng.ascend.com