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DW Blackjack - Reporting RACK Issues

Updated

DW Blackjack RACK Support Guide

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Affected Roles: Administrator, System Integrator

Last Edit: February 10, 2026

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Reporting DW Blackjack RACK Issues

There may be rare instances where remote troubleshooting is no longer possible and onsite assistance is required. If you have followed the appropriate support channels, including contacting your System Integrator and receiving troubleshooting guidance from DW Technical Support, the information below may be for you.

This article will outline guidelines regarding the reporting of product issues and the support process for the Digital Watchdog Blackjack RACK Series.

 

**IMPORTANT: This article and onsite assistance specifically apply to Dell DW-BJRR2x servers only, as any Onsite Support sent to the recording site are representatives of Dell production partners. It is imperative that you confirm the model of DW Blackjack Server that is being troubleshot before contacting and requesting support.

 

Related Articles

 

Supported/Affected Devices

  • DW Blackjack RACK Single Processor Series
    • DW-BJRR2UxxT
    • DW-BJRR2UxxTLX
    • DW-BJRR2UxxTS
  • DW Blackjack RACK Dual Processor Series
    • DW-BJRR2PxxT
    • DW-BJRR2PxxTLX
    • DW-BJRR2PxxTS

 

Requesting Product Support

Terms and Definitions

  • Onsite Support: A support representative is dispatched to the same location as the faulty unit to make repairs to the unit in question.
  • NBD: Next Business Day (NBD); A Dell support representative who can provide onsite diagnosis and repair of the server.
  • System Integrator: The System Integrator shall be responsible for maintaining the functionality and providing technical support for all DW servers and cameras to the End User. The System Integrator may also reference any ongoing case number or online support ticket to DW Technical Support, to maintain a clear, chronological record of the support received.
  • Dispatch: “Dispatch” is when parts and an onsite support representative have been authorized to attend the site.
  • Site: A reference to the location where the security system is located.

 

Who to Contact for Support?

System Integrators should contact DW Technical Support when requesting assistance with a DW recording server.

DW Technical Support can be contacted at (866) 446-3595, Monday through Friday 9:00 AM to 8:00 PM EST.

The following information is required before contacting DW Technical Support:

  • The server’s serial number (S/N)
  • A description of the issue and any error codes available
  • A screenshot, photo, or video of the issue

 

Service Level Offering Based Per Product

DW’s Blackjack RACK 2U chassis with single and/or dual processor servers are backed by a 5-year, onsite, NBD, “Keep Your Hard Drive” warranty to ensure peace of mind.

 

Onsite Support Requests

When Is Onsite Support Available?

NBD support is available when a hardware malfunction or error occurs on a DW Blackjack RACK server and a DW Technical Support specialist has verified and determined that onsite support is necessary.

 

When Is Onsite Support Dispatched?

A DW Technical Support specialist must confirm that a hardware malfunction or error is present. Also, the DW Technical Support specialist must determine that a component replacement is required before onsite support representatives can be dispatched. Initial troubleshooting is to be performed by a DW Technical Support specialist and the System Integrator. Once onsite support is authorized, it can be dispatched the next business day.

Before onsite support is dispatched, the information below must be provided for the location where the faulty server will be:

  • Contact person (must be on location and with authorized access to the server)
  • Telephone number
  • Address (the location where the server will be at the time of the appointment)

 

**NOTE: Onsite support is usually authorized between 9:00 AM and 4:30 PM local time using the DW Technical Support help desk or by phone. This varies by location, excludes weekends and public holidays. Changes to the scheduled onsite appointment must be confirmed with DW Support.

 

What Is Covered in the Support Process?

  • Onsite Support: Onsite support covers the replacement of faulty parts and hardware following DW’s Product Warranty. Please note that onsite support response times and availability may vary by location.
  • DW Technical Support: DW Support Specialists will assist with system configuration changes that are needed to return the system to operational status. DW Technical Support will provide guidance with the intention of establishing the same configurations as the default out-of-the-box settings (factory default). Any changes, alterations, or customizations that deviate from factory default settings are not covered.
  • Keep Your Hard Drive Service: Upon request, this service allows users to keep physical control of faulty hard drives, ensuring that sensitive, classified, or proprietary data is secured.

Once the standard diagnostics procedure is complete, and it is determined that the system has a faulty hard drive, the “Keep Your Hard Drive” service allows users to maintain ownership of the faulty drive and a replacement drive shall be provided and installed by the onsite support technician.

 

System Integrator Responsibilities

  • Authority to Grant Access: The System Integrator shall obtain permission for onsite support for both the System Integrator and onsite support to access and use the DW server, data, and all hardware/software components included on the server. If authorization does not already exist, it is the System Integrator’s responsibility, at their expense, to obtain such authorization before onsite support is performed.
  • Cooperate with DW Technical Support and Onsite Technician: The System Integrator agrees to cooperate with and follow the instructions given over the phone by a DW Technical Support specialist and/or the onsite support technician.
  • Onsite Recommendations:

- The System Integrator should be reachable and or present onsite.

- The System Integrator must provide adequate, free and safe access to the DW server and the site where it is installed. This includes ample working space, electricity, and local phone line. A monitor or a local display, a mouse, and a keyboard must also be provided if the system does not already include these items

  • Full System Check: Once onsite support replaces any hardware components, it is recommended that the System Integrator performs a full system check. If additional support is required, you may contact DW Technical Support for further assistance.
  • Data Backup Recommendations: It is highly recommended to complete a backup of all existing data and programs on the server before remote (via the telephone) and onsite support. Digital Watchdog shall have no obligation or liability for any loss or recovery of data occurring as a result of this advice, technical assistance, or any act or omission, including negligence, by Digital Watchdog or a third-party support provider.

 

Closing a Support Case

The System Integrator must agree with the Dell Onsite Support that the problem is resolved to close the case.

 

 

 

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For More Information or Technical Support

DW Technical Support: https://www.digital-watchdog.com/contact-tech-support/

DW Sales: sales@digital-watchdog.com | www.digital-watchdog.com

Copyright © All rights reserved. Specifications and pricing subject to change without notice.

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