Frequently Asked Questions

Find answers form common StarTech.com product related questions and troubleshooting steps.

Frequently Asked Questions

Find answers form common StarTech.com product related questions and troubleshooting steps.

Hard Drives

Windows 10 

Before you can access a new or formatted drive in your operating system, you need to initialize it first and then create a partition on the drive. A partition defines an area of the drive to use for storing data. The partition uses a file system (for example, ex-FAT, NTFS, and so on).

Initialize a drive

Note: You typically only need to initialize a drive if the drive is new. If you cannot find an uninitialized drive in Disk Management, skip the following steps and try to partition your device.

  1. Press the Windows key + R, type compmgmt.msc, and click Run to open Computer Management.

  2. Navigate to Disk Management.

  3. When prompted to, initialize your disk(s). If you are running Windows® 7 or later and are using a drive larger than 2TB, initialize the disk(s) with GPT. If you are running an earlier version of Windows, initialize the disk(s) with MBR. For more information, visit the following FAQ: https://www.startech.com/en-us/support/faqs/technical?topic=harddrives#mbr-vs-gpt.

  4. Click OK.

Create a partition in a drive

Note: The following steps create an NTFS partition that uses the entire drive space. To use a different file system, select a different option in step 6.

  1. Right-click Unallocated or RAW volume, and select New Simple Volume.

  2. In the New Partition Wizard, click Next.

  3. Select Primary partition.

  4. Leave the partition size set to default, and click Next.

  5. Assign a drive letter or leave it set to the default, and click Next.

  6. Enter the following settings to format the partition:

  • In the File System field, enter NTFS.
  • Set the Allocation unit size to Default.
  • In the Volume label field, enter <your name/reference>.
  • Select the Perform a quick format check box.
  • Clear the Enable file and folder compression check box.
  1. Click Next > Finish.

The new drive should appear in Windows Explorer.

Mac OS

Before you can access a new or formatted drive in your operating system, you need to initialize it first and then create a partition on the drive. A partition defines an area of the drive to use for storing data. The partition uses a file system (for example, HFS+, ex-FAT, NTFS, and so on).

Initialize a drive

Mac OSX detects a drive that needs to be initialized and automatically prompts you to initialize the drive. If you are prompted to initialize the drive, click Initialize. If you are not prompted to initialize the drive and you cannot find the drive in Finder, you will need to create a partition on the drive.

Create a partition on a drive

Note: The following steps create an HFS+ (Mac OS Extended (Journaled)) partition that uses the entire drive space.

To create a partition on a new drive, complete the following:

  1. Open Finder.

  2. Navigate to Applications and click Utilities.

  3. Open Disk Utility.

  4. Select the new drive and click the Partition tab.

  5. Click Options and verify that it is set to GUID Partition Table.

  6. Enter a name for the partition.

  7. Click Partition.

The drive should now be accessible in Finder.

For products related to this article, click here.

MBR stands for Master Boot Record and was the default partition table format before hard drives were larger than 2 TB. The maximum hard drive size of MBR is 2 TB. As such, if you have a 3 TB hard drive and you use MBR, only 2 TB of your 3 TB hard drive will be accessible.

To remedy this, the GPT format was introduced. GPT is an acronym within an acronym. The G stands for GUID (Globally Unique Identifier), and the P and T stand for Partition Table. The maximum hard drive size of GPT is 9400000000 TB, with sector sizes of 512 (the standard size for most hard drives at this time).

If you have a hard drive that you would like to use and it is 2 TB or smaller, select MBR when you initialize the hard drive for the first time.

If you have a hard drive that you would like to use but not boot from and it is larger than 2 TB, select GPT (GUID).

If you have a hard drive that you would like to boot from and it is larger than 2 TB, you can select GPT (GUID), but you will also need to be running a supported operating system and the system's firmware must be UEFI, not BIOS.

If you need to switch from MBR to GPT, or GPT to MBR, you need to back up your data ahead of time to avoid losing all of the data on the hard drive when you format it.

For more information on this subject and Windows, refer to the following Microsoft knowledge base article: http://support.microsoft.com/kb/2581408.

Serial

To ensure your serial device is installed properly, complete the following:

  1. Open the Device Manager by pressing the Windows Key + R. Type “devmgmt.msc” and press Enter.
  2. Expand the Ports (COM & LPT) section.
  3. You should see a COM number in brackets to the right of each port, and there should not be any exclamation points or question marks next to the entries in the list.

 

Some serial devices require a specific COM port number to function. In these cases, consult the manual of your serial device to determine the correct number to use.

To change the COM port number of a serial device in Device Manager, complete the following:

  1. Open the Device Manager by pressing the Windows Key + R. Type “devmgmt.msc” and press Enter.
  2. Expand the Ports (COM & LPT) section.
  3. Right-click the COM port and select Properties.
  4. Click the Port Settings tab and click Advanced.
  5. Change the COM port number to an available COM port number.

Note: Multiple serial ports cannot share the same COM port number.

  1. Restart your computer.

Note: Even if you change the COM port number back to the original number, you still need to restart your computer.

Video

Mirroring monitors means that you see the same thing on multiple monitors. 

Spanning monitors means that your computer interprets all of the monitors that are spanning as one giant monitor. You can see different things on each monitor, and your desktop, taskbar, Start menu, and background are stretched across the monitors.

Extending monitors means that your computer interprets the monitors that you are extending as separate devices. You can see different things on each monitor, and your desktop background is displayed on each monitor.

In general, video splitters can only be used to mirror monitors. If you want to extend your desktop across monitors, you need to make a separate video connection for each monitor that you are attaching. If you want to attach more monitors than your computer has video ports for, you can read about USB Video Adapters here: www.startech.com/AV/USB-Video-Adapters/.

If you are using a video card with a DisplayPort connection that supports DisplayPort 1.2 you can use MST hubs from StarTech.com to extend your desktop to each monitor.

HDMI is a modern digital audio/video standard used on many computers and television displays. HDMI replaces analog consumer video standards, such as composite, S-Video, and component, as the first digital consumer video standard. For computers, it can replace VGA and the video from HDMI works with DVI.

HDMI connector types include the following:

HDMI can be passively adapted to DVI and DVI can be passively adapted to HDMI, but there is no official support for audio in the DVI standard.

HDMI versions

Numerous revisions have been made to the HDMI standard, which have increased the capabilities while maintaining the same connectivity. HDMI has been designed to be fully backward compatible with older standards. The performance of the system is defined by the earliest version of HDMI used in the setup. For example, if you have a 1.2 source and a 1.1 display, the 1.1 capabilities will be used.

Using cabling that is certified with a specific version number becomes more important when you use the latest standards in your setup, due to increased bandwidth requirements. Cables that are certified for version 1.4 and later can contain Ethernet and will usually state "with Ethernet" in the description. Cables with Ethernet can still be used with any earlier versions of HDMI.

The following table gives a brief overview of the progression of HDMI.

Version Date Bandwidth Max. resolution Features
1.0 December 2002 4.95 Gb/s 1080p60
  • 8 channel LPCM/192 kHz/24-bit audio
  • DVD audio added
  • Greater support for PC sources, One Bit Audio
1.1 May 2004 4.95 Gb/s 1080p60
  • 8 channel LPCM/192 kHz/24-bit audio
  • DVD audio added
  • Greater support for PC sources, One Bit Audio
1.2 August 2005

4.95 Gb/s
 

1080p60
  • 8 channel LPCM/192 kHz/24-bit audio
  • DVD audio added
  • Greater support for PC sources, One Bit Audio
1.3 June 2006 10.2 Gb/s 2560x1600p60
  • 48-bit colour
  • Dolby TrueHD
  • DTS-HD
1.4 May 2009 10.2 Gb/s 4096x2160p24
3D: 1920x1080p24
  • 3D 
  • Ethernet
  • 4K@24Hz
2.0 September 2013 18 Gb/s 4096x2160p60
3D: 1920x1080p60
  • 4K@60Hz

HDMI cables

HDMI cable types can be separated into two different categories: active and passive.

An active cable is designed to exceed the maximum length of a standard passive cable. Active cables require power from either the HDMI port or an external power source. The cable converts the signal at the source to one that is better suited for the longer distance, and then converts the signal back to standard HDMI on the display end of the cable. StarTech.com carries active cables up to 100 feet (30 meters).

HDMI extenders also perform an active conversion to standard category cable (for example, CAT5, CAT6) or to wireless.

A passive cable does not convert any signals and is limited to a maximum length of 50 feet (15.2 meters). Cables that are not certified for resolutions higher than 1080p may experience problems when the cable is longer than 25 feet, resulting in errors in the video and audio. If you use passive cables, you should use the shortest length possible.

Numerous revisions have been made to the HDMI standard, which increased the capabilities while maintaining the same connectivity.

HDMI version 1.4 and later support 3D capabilities. Only cables that have one or more of the following specifications are compatible with 3D sources and displays:

  • 3D
  • HDMI 1.4 (or later)
  • Ultra HD, 4k x 2k

If you use an HDMI cable that does not have the above specifications, it may function for non-3D content but then fail when 3D content is displayed. As such, you should always use the correct cable for 3D content.

DisplayPort is a modern digital video standard that is typically used for computer monitors. The standard replaces other standards such as VGA, DVI, and HDMI, but allows for adaption to older video standards.

There are two connector types for DisplayPort: DisplayPort and Mini-DisplayPort.

DisplayPort versions

Multiple versions of DisplayPort have been introduced. Later versions of the standard increased the bandwidth and amount of video modes, and implemented features beyond a simple video standard. The version is typically identified by the DisplayPort source and destination device specifications.

The following table shows the key features of each revision.

Version Release date Maximum speed Connector type(s) Introduced features
1.1 May 2006 8.64 Gb/s DisplayPort
  • Copper and fiber cabling
  • HDCP and DPCP
  • Active adapters
  • 7.1 audio
1.2 December 2009 17.28 Gb/s DisplayPort, Mini-DisplayPort, Thunderbolt, USB-C
  • Multi Stream Transport (MST)
  • Improved video and audio sync
  • Passive adapters
1.3 September 2014 25.92 Gb/s DisplayPort, Mini-DisplayPort, Thunderbolt, USB-C
  • 4K and 8K support
  • HDMI 2.0
  • DockPort

 

Although Mini-DisplayPort and Thunderbolt versions 1 and 2 share the same 20-pin connector, care must be taken on how the standards are adapted or utilized.

Thunderbolt can configure itself to have Mini-DisplayPort signals, but Mini-DisplayPort does not contain Thunderbolt signals. Therefore, a Thunderbolt source can connect to Thunderbolt and Mini-DisplayPort devices or displays. A Mini-DisplayPort source cannot connect to Thunderbolt monitors or devices (for example, Apple Cinema Display).

Note: When you connect a Thunderbolt source to a Mini-DisplayPort display, you must use a Mini-DisplayPort cable.

Expansion Cards (PCI/PCIe/CB/EC/USB)

If you install a new PCI or PCI Express expansion card and Windows will not load or Windows cannot detect your expansion card, there are some quick tests that you can perform to identify the issue. 

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. If the card is on an angle, it can cause issues and may not function properly. 

Note: This is a common problem with PCI Express x1 expansion cards.

  • Move the expansion card to another PCI or PCI Express slot. 

Note: PCI Express expansion cards work in PCI Express slots that are longer than the cards and do not use the entire slot's capabilities. PCI Express expansion cards do not fit or work in PCI expansion slots, and PCI expansion cards do not fit or work in PCI Express expansion slots.

  • Put a different expansion card in the slot that is experiencing the issue with the new expansion card.
  • Put the new expansion card in another computer.
  • If you completed the previous steps and determined that the problem is not with the card or expansion slots on the motherboard, update the motherboard's BIOS.

To determine if Windows detects your expansion card, you need to check Device Manager to see if the card is listed under the appropriate heading or listed with an error. An example of an appropriate heading for a USB controller card is Universal Serial Bus controllers. The expansion card is listed in Device Manager as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on http://www.startech.com/.

To open Device Manager, press the Windows key + R, type devmgmt.msc, and press Enter.

To determine if Mac OS detects your expansion card, you need to check System Information to see if the card is listed under the appropriate heading or is listed with an error (for example, Device has not been configured). An example of an appropriate heading for a network card is Ethernet Cards. The expansion card is listed in System Information as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on www.startech.com/Support.

To open System Information, complete the following:

  1. In the upper-left screen, click the Apple icon.
  2. Click About This Mac.
  3. Click More Info or System Report.

If you installed a new PCI or PCI Express expansion card and Mac OS cannot detect the card, you can complete the following troubleshooting tasks to help to resolve the issue:

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. If the card is on an angle, it can cause issues and may not function properly.
  • Move the expansion card to another PCI or PCI Express slot.

Note: PCI Express cards work in PCI Express slots that are longer than the card and do not use the entire slot's capabilities. PCI Express expansion cards do not fit or work in PCI expansion slots, and PCI expansion cards do not fit or work in PCI Express expansion slots.

  • Put a different expansion card in the slot that is experiencing the issue.
  • Put the new expansion card in another computer.

If you completed the previous steps and determined that the problem is not with the card or expansion slots on the motherboard, you may need to update the EFI firmware on your system.

To determine if Windows detects your expansion card, you need to check Device Manager to see if the card is listed under the appropriate heading or listed with an error. An example of an appropriate heading for a USB controller card is Universal Serial Bus controllers. The expansion card is listed in Device Manager as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on https://www.startech.com/.

To open Device Manager, press the Windows key + R, type devmgmt.msc, and press Enter.

If you install a new CardBus or ExpressCard expansion card and Windows cannot detect the card, there are some quick tests that you can complete to identify the issue. 

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. Press the expansion card as far into the slot as it can go. The expansion card should click into place. 
  • Put a different expansion card in the slot that is experiencing the issue with the new expansion card.
  • Put the new expansion card in another computer.
  • If you completed the previous steps and determined that the problem is not with the card or expansion slots on the laptop, update the motherboard's BIOS.

To determine if Mac OS detects your expansion card, you need to check System Information to see if the card is listed under the appropriate heading or is listed with an error (for example, Device has not been configured). An example of an appropriate heading for a network card is Ethernet Cards. The expansion card is listed in System Information as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on https://www.startech.com/Support.

To open System Information, complete the following:

  1. In the upper-left screen, click the Apple icon.
  2. Click About This Mac.
  3. Click More Info or System Report.

If you install a new CardBus or ExpressCard expansion card and Mac OS cannot detect the card, you can complete the following troubleshooting tasks to help to resolve the issue:

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. Press the expansion card as far into the slot as it can go. The expansion card should click into place. 
  • Put a different expansion card in the slot that is experiencing the issue with the new expansion card.
  • Put the new expansion card in another computer.

If you completed the previous steps and determined that the problem is not with the card or expansion slots on the motherboard, you may need to update the EFI firmware on your system.

To check if Windows detects your USB device, you need to go to Device Manager to see if your USB device is listed under the appropriate heading or listed with an error. For example, an appropriate heading for a USB serial adapter is Ports (COM & LPT). The USB device is displayed in Device Manager under the name of the chipset. To find the name of the chipset for your product, navigate to https://www.startech.com, search for your product, and click the Technical Specifications tab.

To open Device Manager, press the Windows key + R, type devmgmt.msc, and press Enter.

If you install a new USB device and Windows cannot detect the USB device, you can perform some quick tests to rule out potential issues. 

  • Open Device Manager and then disconnect the USB device from your computer. Wait a few moments and then reconnect the device. You should see a device disappear from Device Manager when you remove the device, and it should appear again when you reconnect the device.
  • Connect the USB device to another USB port.
  • Connect the USB device to another computer.
  • Update the USB device drivers.

To determine if Mac OS detects your USB device, you need to open System Information on your computer to see if your USB device is listed under the appropriate heading or is listed with an error (for example, "Device has not been configured"). Examples of appropriate headings for a USB video adapter include "USB without the driver installed" or "Graphics and Displays". The USB device is displayed in System Information, under the name of the chipset. You can find the name of the chipset by navigating to https://www.startech.com/Support, searching for the product ID, and clicking the Technical Specifications tab.

To open System Information, complete the following:

  1. In the top-left of the screen, click the Apple icon.
  2. Click About This Mac > More Info > System Report.

If you install a new USB device and Mac OS does not detect it, you can complete the following tests to identify the issue:

  • Open System Information and disconnect the USB device from your computer. Wait a few minutes, and click File Refresh Information. Reconnect the USB device. You should see a device disappear from System Information when you remove the USB device, and it should appear again when you reconnect it.
  • Connect the USB device to another USB port.
  • Connect the USB device to another computer.
  • Update the USB device drivers.

What is PCIe Bifurcation?

PCIe Bifurcation is a feature that allows the division of data lanes in a PCIe slot. It enables a larger slot, such as PCIe x16, to be split into multiple smaller lanes, such as PCIe x8 or x4, depending on motherboard support.

What are the options for implementing PCIe Bifurcation?

There are generally two options for implementing PCIe Bifurcation:

  • A. Using a PCIe card with a special bridge chip that handles the lane split. This option often results in greater complexity and higher cost.
  • B. Utilizing a motherboard with native support for PCIe Bifurcation, which eliminates the need for additional bridge chips.

Do all motherboards support PCIe Bifurcation?

  • No, not all motherboards or BIOS/UEFI versions support PCIe Bifurcation. It's essential to refer to the documentation for the specific motherboard or system to determine if PCIe Bifurcation is supported and how it can be configured.

How can I find out if my motherboard supports PCIe Bifurcation?

  • You can consult the documentation provided with your motherboard or check the manufacturer's website for information on PCIe Bifurcation support. Additionally, you can explore the BIOS/UEFI settings to see if there are options for configuring PCIe Bifurcation.

How does PCIe Bifurcation affect speed?

PCIe Bifurcation does not affect the overall speed of the connection. It simply allows a single larger slot to act like multiple smaller slots, facilitating the use of advanced expansion cards without additional PCIe bridge chips.

What are the benefits of PCIe Bifurcation?

PCIe Bifurcation enables the use of multi-drive NVMe M.2 expansion cards, as each drive requires its own PCIe lane to function correctly. It also allows for the utilization of certain expansion cards without the need for additional bridge chips, reducing complexity and cost.

Multi-drive NVMe M.2 expansion cards typically require each drive to have its own PCIe x4 lane. PCIe Bifurcation enables a single PCIe x8 slot to be split into two PCIe x4 lanes, allowing each drive to function independently.

Common Issues

The beeping sounds cannot be disabled. They help confirm that a successful or unsuccessful hotkey command has been entered. Many people position their KVM switch out of sight. As a result, this feature saves time by not having to check the LEDs or press the physical buttons on the KVM switch.
 

An administrator account is a user account in Windows that provides full permissions to make system changes, including those that will affect other users. Administrators can change security settings, install software and hardware, and access all files on the computer.

Drivers and software should be installed as an administrator to make sure that the user account has full permissions to make all system changes required by the install. Many driver and software packages need to be executed as an administrator to install all necessary components, even if the user is currently logged in as an administrator.  You can do this by right-clicking on the setup file and selecting Run as administrator.

You may need to change your IP address to access your StarTech.com networking device.  To explain why, first we need to explain how IP addresses work.

IP addresses are made up of four sets of numbers generally between 1 and 254, also known as "octets".  For example, 192.168.0.1.  This is required because two devices on a network typically need to have their IP addresses configured to be on the same network to be able to view and connect to each other.

Typically in order for devices to be on the same network, the first three octets must match. The fourth octet must be different, as two devices cannot have the same IP address. For example, if your computer’s IP address is 192.168.0.1, then the network is 192.168.0.xxx. You can replace the xxx with any number, as long as it is not currently in use by another device.

Certain StarTech.com devices come with a static IP address set. This address may not be on the same network as the host computer or router that it is being connected to. Manually setting a static IP address on the host computer to the same network of the StarTech.com device will allow you to connect directly to the StarTech.com networking device. This will allow the StarTech.com device’s networking properties to be manually configured through the host computer.  Here you can set a new static IP address for the StarTech.com networking device, which will allow it to connect with your local area network (LAN).  At this point you can change your computer's IP address back to what it was previously and still access the StarTech.com networking device.

Windows

The easiest way of determining the IP address of your router in Windows is to use the “ipconfig /all” command. The output of this command will display an IP address for “Default Gateway” - this is your router. To use this command, complete the following:

  1. Go to the Windows Desktop screen.
  2. Press the Windows key + R.
  3. Type cmd in the text field and press Enter.
  4. Type ipconfig /all.

Mac OS

The easiest way of determining the IP address of your router in Mac OS is to check Network settings. To find the IP address for your router, complete the following:

  1. Click on Apple menu.
  2. Click on System Preferences.
  3. Click on Network.
  4. Highlight the network being used, and click Advanced.
  5. Click the TCP/IP tab near the top of the window.

Your router's IP address is listed beside Router.

To disable Windows Firewall, complete the following:

Windows 8 and 10

  1. Right-click on the Windows icon in the bottom left of the screen.
  2. Select Control Panel.
  3. Click System and Security.
  4. Click Windows Firewall.
  5. Click Turn Windows Firewall on or off.
  6. Select Turn off Windows Firewall.
  7. Click OK.

Windows 7

  1. Click Start.
  2. Select Control Panel.
  3. Click System and Security.
  4. Click Windows Firewall.
  5. Click Turn Windows Firewall on or off.
  6. Select Turn off Windows Firewall 
  7. Click OK.

A static IP address is an IP address for a device on a network that has been manually configured not to change. This is often done for devices on the network that will need to be accessed very reliably by other systems or devices on the network.

For more information on static and dynamic IP addresses, refer to the following FAQ: http://www.startech.com/faq/networking-general-static-or-dynamic-ip-address.

A dynamic IP address is an IP address that can change every time you connect to the Internet. A dynamic IP address is generally assigned by a router that has been configured to distribute IP addresses. A network that is configured to assign dynamic IP addresses does so every time a network device is connected, without any setup required by a person.

Dynamic IP addresses expire after a certain period of time has elapsed, usually configured when the network is setup.  It is common to have dynamic IP addresses expire after a few days.  When a dynamic IP address expires, a router will assign a new dynamic IP address.  This can be the same IP address the network device previously had, or a new IP address.  For this reason it is preferable for certain network devices to have static IP addresses assigned by a network administrator.

It is ideal to use a static IP address for devices on your network that will need to be accessed very reliably by other systems or devices on the network. A device set with a static IP address makes sure that the device is easily found on the network, since the IP address will not change. It is also recommended to use static IP addresses for devices within the network that are accessed by the Internet (as in the case of a web server) or when it is critical that a data connection is not interrupted. Two examples of devices that we would recommend using static IP addresses for are network print servers and serial over IP devices.

A dynamic IP address is convenient to use for home networks, where you want it to be as easy as possible for new network devices to be added or removed, and your only concern is accessing the Internet with your network devices. Since most routers will assign IP addresses automatically using Dynamic Host Configuration Protocol (DHCP), and most devices will have the option to use a dynamic IP address selected by default, this often requires the least amount of configuration.

You can have some devices, such as computers, use DHCP to automatically obtain an available IP address from your router, while other devices, like your network print servers and serial over IP devices use static IP addresses.

One easy way of verifying that your network device can see another network device is to use the “ping” command. This command, entered in Command Prompt in Windows, or Terminal in Mac OS, can be used to send packets of information to an IP address and receive them back. This is done to make sure that the devices can communicate with each other.

For more information on how to ping another network device, refer to the following FAQ: https://www.startech.com/en-us/support/faqs/technical?topic=networking#ping-test-windows-mac-os.

A hard drive needs to be initialized by the operating system before it can be used. The process of initializing the hard drive involves setting the partition style; this will define how the hard drive will store the partition information so that the operating system knows which sectors belong to each partition, and which partition is bootable. The options are MBR (Master Boot Record), and GPT (GUID Partition Table), with GPT being used more commonly with newer, larger capacity hard drives.

A hard drive needs to be partitioned so that the operating system knows how the data on the hard drive will be arranged. It is common to create one large partition on a hard drive for all of the data (often identified as C:). You can create multiple partitions on a hard drive, and each will be assigned a drive letter in Windows or a name in Mac OS.

Formatting a hard drive is necessary to apply a file system. A file system is used to control how data is stored and retrieved. In Windows, the most commonly used file system is NTFS, and for Mac OS it is Mac OS Extended (also referred to as HFS Plus).

Note: Formatting a hard drive will erase all data on the hard drive.  Make sure you have any data backed up before continuing.

Before you can access a hard drive in your operating system, it needs to be initialized. You typically only need to initialize a hard drive if the drive is new.

Windows

A hard drive can be initialized in Windows using Disk Management. To open Disk Management, complete the following:

Windows 8 and 10

  1. Right-click the Windows icon.
  2. Click Disk Management.

Windows 7

  1. Click Start.
  2. Right-click Computer.
  3. Click Manage.
  4. Click Disk Management.

Typically, you will be prompted to initialize your hard drive, which will show up in Disk Management as a hard drive with a black bar (as opposed to a blue bar for initialized and partitioned drives). If this is the case, omit steps 1 and 2 below. If you are not prompted automatically, complete the following steps:

  1. Right-click where the disk number is listed.
  2. Click Initialize Disk.
  3. Click either MBR (Master Boot Record) or GPT (GUID Partition Table).

Note: If you are running Windows 7 or later and are using a drive larger than 2TB, initialize the hard drive with GPT. If you are running an earlier version of Windows, initialize the drive(s) with MBR. For more information, refer to the following FAQ: https://www.startech.com/en-us/support/faqs/technical?topic=harddrives#mbr-vs-gpt.

Mac OS

Mac OS automatically detects hard drives that need to be initialized and will prompt you to initialize the hard drive. If you are prompted to initialize a hard drive, click Initialize. If you are not prompted to initialize the hard drive and you cannot find the hard drive in Finder, you will need to create a partition on the hard drive.

For more information on creating a partition, refer to the following FAQ: https://www.startech.com/faq/hard-drives-general-partition.

Windows

A hard drive can be partitioned in Windows using Disk Management. To open Disk Management, complete the following:

Windows 8 and 10

  1. Right-click the Windows icon.
  2. Click Disk Management.

Windows 7

  1. Click Start.
  2. Right-click Computer.
  3. Click Manage.
  4. Click Disk Management.

In Disk Management, if the connected hard drive is not yet partitioned, it will show up with solid black bars and the label “Unallocated”. To partition the hard drive, complete the following steps:

  1. Right-click the unallocated space and click New Simple Volume (partition).
  2. Click Next.
  3. Enter Volume Size in MB.

Note: The default size will be the entire capacity of the drive, which is recommended if a single partition will be used.

  1. Click Next.
  2. Click the desired drive letter to use.

Note: Windows will automatically use the next available letter as default.

  1. Click Next.
  2. Click Do not format this volume if you are not formatting at this time. Click Format this volume with the following settings if you wish to continue with formatting as well.

Note: Formatting a hard drive will erase all data on the hard drive.  Make sure you have any data backed up before continuing.

Refer to the following FAQ for more information on formatting hard drives: https://www.startech.com/faq/hard_drives_general_format.

Mac OS

To create a partition on a new drive in Mac OS, complete the following:

  1. Click Finder.
  2. Click Applications
  3. Click Utilities.
  4. Double-click Disk Utility.
  5. Click the new hard drive.
  6. Click Partition.
  7. Click [+].
  8. Under Name, enter a name for the partition.
  9. Click the desired format for the hard drive in the Format field.

Note: The most commonly chosen format is Mac OS Extended (Journaled).

  1. Enter the size of the partition (in gigabytes) in the Size field.
  2. Click Apply.

Note: Formatting a hard drive will erase all data on the hard drive.  Make sure you have any data backed up before continuing.

Windows

A hard drive can be formatted in Windows using Disk Management. To open Disk Management, complete the following:

Windows 8 and 10

  1. Right-click the Windows icon.
  2. Click Disk Management.

Windows 7

  1. Click Start.
  2. Right-click Computer.
  3. Click Manage.
  4. Click Disk Management.

In Disk Management, if the connected hard drive is not yet partitioned, it will show up with solid black bars and the label “Unallocated”. For more information on how to partition a hard drive and why you may want to, refer to the following FAQ: https://www.startech.com/faq/hard-drives-general-partition.

If the hard drive has already been partitioned but not formatted, it will show up in Disk Management with a blue bar, but without a file system associated. To format a hard drive, complete the following:

  1. Right-click on the blue bar.
  2. Select Format.
  3. Enter a name for the partition under Volume Label.
  4. Under File System, choose your preferred option.

Note: If you are unsure which option to choose, NTFS is commonly used.

  1. Click OK.

Mac OS

A hard drive can be formatted with the Mac OS Extended file system by using Disk Utility. To format the hard drive, complete the following:

  1. Click Finder.
  2. Click Applications.
  3. Click Utilities.
  4. On the left side of the window, click the drive name.
  5. Click Erase.
  6. Click Mac OS Extended (Journaled) under Format.
  7. Enter a name for the drive.
  8. Click Erase.
  9. Click Erase again to confirm.

A drive letter can be assigned or changed in Windows using Disk Management. To open Disk Management, complete the following:

Windows 8 and 10

  1. Right-click the Windows icon.
  2. Click Disk Management.

Windows 7

  1. Click Start.
  2. Right-click Computer.
  3. Click Manage.
  4. Click Disk Management.

To assign a drive letter in Disk Management, complete the following:

  1. Right-click the drive you would like to change.
  2. Click Change Drive Letter and Paths.
  3. Click Add.
  4. Click the letter you want to use.
  5. Click OK.

To change a driver letter in Disk Management, complete the following:

  1. Right-click the drive you would like to change.
  2. Click Change Drive Letter and Paths.
  3. Click Change.
  4. Click Assign the following drive letter.
  5. Click the letter you want to use.
  6. Click OK.

To rename a hard drive in Mac OS, complete the following:

  1. Click Finder.
  2. Under Devices, click on the hard drive.
  3. Below the icon of the hard drive, click and hold on the name of the hard drive, until a field opens.
  4. Enter the new name for the hard drive.
  5. Press Return.

Advanced Technology Attachment Packet Interface (ATAPI) is a protocol that allows a greater variety of devices to be connected to a computer than ATA (PATA / IDE and SATA) on its own would allow. ATAPI allows IDE and SATA controllers to support optical drives.  ATA on its own doesn't allow for specific functions required by optical drives, such as a "media eject" command or a way for the controller to determine whether media is present in the optical drive. Optical drives include CD-ROM drives, DVD-ROM drives, and Blu-ray players.

You can change your default audio playback device in Sound. To do so, complete the following:

  1. In the bottom right of the Desktop, right-click the speaker icon.
  2. Click Playback devices.

Note: A list of all available playback devices should be displayed.

  1. Right-click on the desired audio device for default playback.
  2. Click Set as Default Device.

You can set the audio output device in the Sound utility. To accomplish this, complete the following:

  1. Click Apple icon.
  2. Click System Preferences.
  3. Click Sound.
  4. Click Output tab.
  5. Click the output device you would like to use.

You can change your default recording device in Sound. To do so, complete the following:

  1. In the bottom right of the Desktop, right-click the speaker icon.
  2. Click Recording devices.

Note: A list of all available recording devices should be displayed.

  1. Right-click on the desired device for default recording.
  2. Click Set as Default Device.

You can set the sound input device in the Sound utility. To accomplish this, complete the following:

  1. Click Apple icon.
  2. Click System Preferences.
  3. Click Sound.
  4. Click Input tab.
  5. Click the input device you would like to use.

A driver is a small piece of software that tells the operating system and other installed software how to communicate with a piece of hardware.

The Apple A1407 Thunderbolt display may not work right away on some Dell computers. If your Dell computer's BIOS (or UEFI) has the following setting, please make the following change:  

  1. Use the appropriate key during bootup to enter the computer's BIOS.
  2. Locate the setting "Thunderbolt Auto Switch" and uncheck "Auto Switch."
  3. Select "BIOS Assist Enumeration."
  4. Click Apply.
  5. Save changes before exiting the BIOS.

Note: This setting may not be available on all Dell systems.

We've identified some compatibility issues with the 27in Apple Thunderbolt display (model: A1407) and our TBT3TBTADAP when used with certain Thunderbolt 3-enabled computers.  As a result, the display will not be detected and no video signal can be seen.

We've started to compile a list of compatible and incompatible computers.  The lists below are a work in progress and aren't comprehensive.  If you'd like to report an incompatible computer, please contact our technical support team to confirm the problem and we'll log the computer model afterward.

Note: TBT3TBTADAP is not compatible with Thunderbolt 4 computers so those systems will be omitted from the list of incompatible computers. 

Compatible computers:

Dell Latitude 7285 - tested by StarTech.com
HP x360 1030 G2 - tested by StarTech.com
Lenovo X1 Carbon Gen 5 - tested by StarTech.com
iMac (Retina 5K, 27-inch, 2020)
iMac (Retina 5K, 27-inch, 2019)
iMac (Retina 4K, 21.5-inch, 2019)
iMac (Retina 5K, 27-inch, 2017)
iMac (Retina 4K, 21.5-inch, 2017)
iMac (21.5-inch, 2017)
iMac Pro
Mac Pro (2019)
Mac Pro (Rack, 2019)
Mac mini (2018)
MacBook Air (Retina, 13-inch, 2020)
MacBook Air (Retina, 13-inch, 2019)
MacBook Air (Retina, 13-inch, 2018)
MacBook Pro (13-inch, 2020, Two Thunderbolt 3 ports)
MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports)
MacBook Pro (16-inch, 2019) - tested by StarTech.com
MacBook Pro (13-inch, 2019, Two Thunderbolt 3 ports)
MacBook Pro (15-inch, 2019)
MacBook Pro (13-inch, 2019, Four Thunderbolt 3 ports)
MacBook Pro (15-inch, 2018)
MacBook Pro (13-inch, 2018, Four Thunderbolt 3 ports)
MacBook Pro (15-inch, 2017)
MacBook Pro (13-inch, 2017, Four Thunderbolt 3 ports)
MacBook Pro (13-inch, 2017, Two Thunderbolt 3 ports)
MacBook Pro (15-inch, 2016)
MacBook Pro (13-inch, 2016, Four Thunderbolt 3 ports)
MacBook Pro (13-inch, 2016, Two Thunderbolt 3 ports)

Incompatible computers:

HP Elite x2 1013 G3
Dell Latitude 7520
Dell Latitude 7310
Dell Precision 3551
Dell Precision 5530
Dell Precision 5540
Dell XPS 13 9300
Dell XPS 15 9570
Dell XPS 17 8700
Dell XPS 17 9700
HP EliteBook 830 G7
HP EliteBook 840 G7
HP Zbook 15 Fury G7
HP Zbook Firefly G7
Huawei MateBook X Pro (2020)
LG 17Z90N-VAA7J
Fujitsu Lifebook U7510
MSI Prestige 15 A10SC

Networking

Windows 11

  1. Press the Windows key + I.
  2. Click Network & internet
  3. Click the connection that you want to change.
  4. Click network Properties.
  5. Click the Edit button next to IP assignment.
  6. Select the Manual option.
  7. Enter your desired configuration.
  8. Click Save to apply the settings.

Windows 10 

  1. Press the Windows key + X.
  2. Click Network Connections.
  3. Right-click the connection that you want to change and click Properties.

Note: The IP address for a wired connection is called Local Area Connection or Ethernet. The IP address for a wireless connection is called Wireless Network Connection or Wireless.

  1. Left-click Internet Protocol Version (TCP/IPv4) and click Properties.
  2. Select the Use the following IP address option.
  3. Enter your desired IP address and click in the Subnet Mask area, which should auto-complete.
  4. Click OK twice to apply the settings.

Note: If you are changing your IP address to access a specific device, minimize the Network Connections window. Complete the steps above, but in step 7, select Obtain an IP address automatically to access the Internet again.

Windows 8

  1. On your keyboard, press the Windows Key + X.
  2. Click Control Panel.
  3. Click Network and Sharing Center.
  4. Click Change adapter settings on the left.
  5. Right-click the connection you want to change and choose Properties.  

Note: If you are changing the IP address on a physical connection, it will be called “Local Area Connection” or “Ethernet”.  If you are changing the IP address on a wireless connection, it will be called “Wireless Network Connection” or “Wireless”.

  1. Left-click “Internet Protocol Version (TCP/IPv4)” to select, then click Properties.
  2. Select the radio button "Use the following IP address".
  3. Enter your desired IP address and click into the Subnet Mask area, which should auto-fill appropriately.
  4. Click OK twice to apply the settings.   

Note: If you are changing your IP address to access a specific device, minimize the Network Connections window. Complete the steps above, but in step 7, select Obtain an IP address automatically to access the Internet again.

Windows 7

  1. Click Start, then select Control Panel.
  2. Click Network and Internet.
  3. Click Network and Sharing Center.
  4. Click Change adapter settings on the left.
  5. Right-click the connection you want to change and choose Properties.  

Note: If you are changing the IP address on a physical connection, it will be called “Local Area Connection”.  If you are changing the IP address on a wireless connection, it will be called “Wireless Network Connection”.

  1. Left-click “Internet Protocol Version 4 (TCP/IPv4)” to select it, then click Properties.
  2. Select the radio button "Use the following IP address".
  3. Enter your desired IP address and click into the Subnet Mask area, which should auto-fill appropriately.
  4. Click OK twice to apply the settings. 

Note: If you are changing your IP address to access a specific device, minimize the Network Connections window. Complete the steps above, but in step 7, select Obtain an IP address automatically to access the Internet again.

Windows Vista

  1. Click Start, then select Control Panel.
  2. Click Network and Sharing Center.
  3. Click Manage network connections on the left.
  4. Right-click the connection you want to change and choose Properties.  

Note: If you are changing the IP address on a physical connection, it will be called “Local Area Connection”.  If you are changing the IP address on a wireless connection, it will be called “Wireless Network Connection”.

  1. Left-click “Internet Protocol Version (TCP/IPv4)” to select it, then click Properties.
  2. Select the radio button "Use the following IP address".
  3. Enter your desired IP address and click into the Subnet Mask area, which should auto-fill appropriately.
  4. Click OK twice to apply the settings. 

Note: If you are changing your IP address to access a specific device, minimize the Network Connections window. Complete the steps above, but in step 6, select Obtain an IP address automatically to access the Internet again.

Windows XP

  1. Click Start, then select Control Panel.
  2. Click Network Connections.
  3. Right-click the connection you want to change and choose Properties.  

Note: If you are changing the IP address on a physical connection, it will be called “Local Area Connection”.  If you are changing the IP address on a wireless connection, it will be called “Wireless Network Connection”.

  1. In the middle of the Properties window, scroll down to "Internet Protocol (TCP/IP)" and left-click on it to select it, then click Properties.
  2. Select the radio button "Use the following IP address".
  3. Enter your desired IP address and click into the Subnet Mask area, which should auto-fill appropriately.
  4. Click OK twice to apply the settings. 

Note: If you are changing your IP address to access a specific device, minimize the Network Connections window. Complete the steps above, but in step 5, select Obtain an IP address automatically to access the Internet again.

Mac OS

  1. Click the Apple menu.
  2. Click System Preferences.
  3. Click Network.
  4. Select the network device that you would like to configure.

Note: The IP address for a wired connection is called Local Area Connection or Ethernet. The IP address for a wireless connection is called Wireless Network Connection or Wi-Fi.

  1. Click Advanced.
  2. Click TCP/IP.
  3. Beside Configure IPv4, select Manually.
  4. In the IPv4 Address field, enter your desired IP address.
  5. In the Subnet Mask field, enter a default subnet address (for example, 255.255.255.0 for 192.168.xxx.xxx). 
  6. Do one of the following:
  • Leave the Router field blank.
  • Enter the IP address of the default gateway.
  1. Click OK and Apply to apply the changes.

Note: If you are changing your IP address to access a specific device, minimize the Network window. Complete the steps above, but in step 7, select Using DHCP to access the Internet again.

You can use the ping command to verify the connectivity between two network devices that are IP (Internet Protocol) based.

Windows

To ping another network device using a computer running Windows, complete the following:

  1. To bring up the run dialog, press the Windows key + R.
  2. Type cmd and press Enter.
  3. Type ping <IP address> and press Enter. The IP address is xxx.xxx.xxx.xxx, where xxx is a number between 0 and 255. For example, to ping 192.168.1.1, you would type ping 192.168.1.1.

If the ping is successful, you should receive replies from the address that you are trying to ping. If the ping is unsuccessful, you need to diagnose your network setup further.

To verify if your local network adapter is working, you can ping 127.0.0.1, which is a loopback address. The loopback address is a virtual network port for most operating systems.

Mac OS

You can use the ping command to verify the connectivity between two network devices that are IP (Internet Protocol) based.

To ping a network device using a system that is running OSX, complete the following:

  1. Click Applications > Utilities > Terminal.
  2. Type ping -c <number of times to ping> <IP address>. The IP address is xxx.xxx.xxx.xxx, where xxx is a number between 0 and 255. For example, to ping 192.168.1.1 five times, you would type ping -c 5 192.168.1.1.

Note: If you do not enter the number of times that you want to ping the IP address, your system will continuously ping the address until you manually stop it. To stop pinging the IP address, press Control + C.

If the ping is successful, you should receive replies from the address that you are trying to ping. If the ping is unsuccessful, you need to diagnose your network setup further.

To verify if your local network adapter is working, you can ping 127.0.0.1, which is a loopback address. The loopback address is a virtual network port for most operating systems.

Troubleshooting


Adobe Flash-based applications will no longer run as of January 12, 2021. As a result, the original StreamCatcher software is not currently functional and is no longer available for download. StarTech.com has replaced the previous Flash based software with the new StreamCatcher Pro which is now available for free under the Drivers/Downloads section of all supported capture device product pages. Please uninstall the original software and download/install the new StreamCatcher Pro to continue using your StarTech.com capture devices.

More information about Flash support being discontinued is available here from Adobe.

This product features Overcurrent Protection on the downstream USB ports and the device may cut power to peripherals connected to the ports if they exceed the maximum allotted current. The USB ports support the respective rated current in Table A below, however the overall device power output is limited by the host or (if included) power connection.
 

Table A. USB port voltage and current ratings.
Specification Connector Output Voltage (VDC) Rated Current (mA)
USB 1.1

USB-A

4.40 - 5.25 500

USB 2.0

USB-A 4.40 - 5.25 500
USB 3.2 (1 lane) USB-A; USB-C* 4.75 - 5.50 900
USB 3.2 (2 lanes) USB-A; USB-C* 4.75 - 5.50 1500
BC 1.2 USB-A; USB-C* 4.75 - 5.50 1500
USB-C (1.5A) USB-C* 4.75 - 5.50 1500
USB-C (3A) USB-C* 4.75 - 5.50 3000

*USB-C spec supersedes the USB 3.2 spec for current limitations.
 

If Overcurrent Protection is activated but then the current draw on the downstream device drops back below an acceptable level, the USB device will reconnect. This may result in a continuous connection/disconnection cycle. To stop the cycle, disconnect the device from the product for 15-20 seconds and then reconnect it to a different USB port. If the connection/disconnection cycle occurs again, even when device is connected to a different or higher powered USB port on the product, then the USB device is not compatible with this product.

Sales

There are three ways that you can buy StarTech.com products:

  • You can purchase products directly through the StarTech.com website by creating an account. For more information about how to create an account, see How do I create an account? and for how to place an order, see How do I place an order online.
  • You can purchase products through StarTech.com authorized resellers and distributors. Resellers and distributors are listed on the product page, directly below the product picture. Typically, distributors only handle requests from companies related to I.T. and established resellers, while resellers sell to the general public.
  • Many StarTech.com products are carried by local resellers.

A complete list of the online resellers, retailers, government and education vendors, and distributors can be found on the Where to Buy page on the StarTech.com website. To see which vendors are available in your area, select your country or region.

Note: If you are on the Canadian website, you will need to click Canada to view Canadian resellers and distributors.​

To view the price and availability of products, complete the following:

  1. On the StarTech.com website, make sure that your country is selected at the top of the page
  2. In the Product Search field, enter a product ID and click Search.
  3. After the product page loads, pricing and availability is displayed to the right of the product picture.

Note: If the availability of a product is zero, contact the Customer Service Advisory team for an estimated time of arrival. Similarly, if the amount available is close to the number that you require, contact the Customer Service Advisory team to make sure that they are able to allocate the products to your order.

Due to the volume ordered, StarTech.com offers products at a lower price to resellers and distributors. To receive the lowest price available, you should check pricing and availability of resellers and distributors.

Note: StarTech.com does not match prices of its resellers.

To find the drivers for a StarTech.com product, complete the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under PRODUCT DRIVERS, MANUALS & DOWNLOADS, enter the product ID, and click FIND.
    Note: You can click Where do I find the Product ID? for assistance with locating your product ID.
  3. Click the product that you need the drivers for.
  4. Under Driver(s), click the hyperlink to download the driver package.

RoHS and Compliance Letters can be located on the Technical Specifications and Support tabs for each of our products. If there is a document or certification that you require not located on these tabs, contact the Customer Service Advisory team and indicate the product(s) in question and the certification(s) that you require.

For questions about HS codes and ECCN codes, contact the Customer Service Advisory team.

Note: Due to export regulations, some codes may not be available to all customers.

If you need a formal quote, contact the Customer Service Advisory team and indicate the products that you are interested in and the quantity that you require. If you would like a shipping charge quote, provide a ship-to address as well.

Volume discount quotes are considered when the total value of any one product in an order exceeds $3,000.00 USD or CAD, €2500.00, or £2000.00. For example, if you wanted to purchase 50 units of USB2VGAE3 and its Manufacturer’s Suggested Retail Price (MSRP) is $75.99 USD, you should request a volume discount quote because the total cost of USB2VGAE3 exceeds $3,000.00 USD.

To submit a request for a volume discount quote, complete the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under Sales Support, click Request a Volume Discount Quote.
  3. Make sure that the country on the top of the screen reflects your location.
  4. Complete all of the required fields on the form.
  5. Under Order Details, provide an explanation about how you plan to use the products, for example, to resell or to integrate with other products.
  6. Enter the product ID and the desired quantity, as well as the target price that you are hoping to get.
  7. When you have completed the form, click Submit.

Note: When the form has been submitted and received, the StarTech.com Sales team will respond to you within 1 to 2 business days.

The ConXit Connection Wizard is a StarTech.com tool to help you identify, find, and get the part you need. To use ConXit, follow these steps:

  1. On the StarTech.com website, click the ConXit tab.
  2. To select what you are connecting from, on the left side of the page, click Select Connection.

Note: This is your source, such as a desktop or laptop computer.

  1. Click a filtering category and then a connection option.
  2. To select what you are connecting to, on the right side of the page, click Select Connection.

Note: This is your destination, such as a monitor or projector.

  1. Click a filtering category and then a connection option.
    Tip! To view a description of the connection types, click Visual Glossary.
  2. To filter the ConXit tool results, click any of the filtering options that appear before the search results. For example, in some search results you can filter by cable gender, length, or color.

To find the drivers for a discontinued StarTech.com product, complete the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under PRODUCT DRIVERS, MANUALS & DOWNLOADS, enter the product ID, and click FIND.
    Note: You can click Where do I find the Product ID? for assistance with locating your product ID.
  3. Click the product that you need the drivers for.
  4. Under Driver(s), click the hyperlink to download the driver package.

To submit media inquiries, complete the following:

  1. Navigate to www.startech.com/mediainquiry
  2. Complete all of the required fields.
  3. Click Submit.

Note: To request products for review, follow the steps above.

To view StarTech.com press releases and sign up for a monthly newsletter, on the StarTech.com homepage, click Press Room.

Orders

There are three types of customer accounts: end user, reseller, and integrator.

End user 

An end user is a person who purchases a product with the intent to use it for personal use only.

Reseller

A reseller is a company or individual (merchant) that purchases products with the intent to sell them to an end user.

Integrator

An integrator, also known as a systems integrator, is a company or individual (merchant) that purchases components with the intent to include them in whole or in part with a completed product or service.

To create a StarTech.com account, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Select your Country/Region from the list.
  3. Select your customer type from the list.
  4. Click Create Account.
  5. Complete all required information. This varies by what type of customer you are.
  6. If you agree to the terms and conditions, select the Terms and Conditions check box.
  7. Complete the security verification.
  8. Click Create Account.

You can now place orders on StarTech.com! For more information, see How do I place an order online?

To reset your password, complete the following steps:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Under the Username and Password fields, click Click here.
  3. In the Email field, enter the email address that you used to create the account.
  4. Complete the security verification.
  5. Click Continue.

You will receive an email containing a link to where you can enter your new password.

Note: If you do not see the email in your inbox, check your junk or spam folder.

In order to change your password, complete the following steps:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click My Account at the top of the page.
  4. In the New Password field, enter your new password.
  5. In the Confirm Password field, enter the same new password.
  6. Click Save Changes.

Note: If you are locked out of your account or do not remember what your password is, you will need to reset your password.

Yes, after you create a web account, you can place orders on the StarTech.com website.

StarTech.com accepts Visa, MasterCard, American Express, and Discover. Typically, prepaid credit cards do not work.

Note: StarTech.com also accepts wire transfers in certain circumstances. For more information, see What criteria do I need to fulfill in order to pay by wire transfer.

To place an order online, complete the following:

Note: You need a StarTech.com account to place an order. To create a StarTech.com account, see How do I create a StarTech.com account.

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Navigate to the product that you want to purchase and if necessary, change the quantity.
  4. Click Add to Cart.
    Note: To access your cart at any time, click Your Cart at the top of the page.
  5. When you finish adding items to your cart, click CHECKOUT at the top of the page.
  6. On the Billing and Shipping Information page, enter the address where you want your order shipped to.
  7. Click Next: Payment Method.
  8. On the Shipping and Payment Methods page, select your preferred shipping method.
  9. Enter your credit card information and click Next: Review Order.
  10. On the Review and Confirm Order page, confirm that the details of your order are correct and then click Next: Place Order.

Note: Your order number is displayed on the next page.
Your order is then directed to the Customer Service Advisory team for processing. After the order is processed, you will receive an Order Confirmation email from StarTech.com.

If you want to make changes to your order, contact the Customer Service Advisory team as soon as possible.

  • If your order has not been processed, the Customer Service Advisory team will modify it accordingly.
  • If your order has already been processed for shipment, the Customer Service Advisory team will try to make the changes, but there is no guarantee that the order can be changed.
  • If your order has been shipped, changes cannot be made. Orders received before 17:00 Eastern Time in North America, or 14:30 Greenwich Mean Time in Europe and the United Kingdom on weekdays will ship the same day, provided the requested product is in stock at the time that the order is processed.

To cancel an order that has not been shipped, contact the Customer Service Advisory team as soon as possible.

Orders that have already been shipped cannot be canceled. If it is too late to cancel your order, refuse the package when it is delivered and have it sent back to StarTech.com. Inform the Customer Service Advisory team that you refused the package. After StarTech.com receives the returned products, allow 2 to 5 business days for StarTech.com to refund your payment.

Note: Only the cost of the parts are refunded. Shipping charges will not be refunded for orders that are not canceled in time.

Invoices are available online the next business day after placing your order. To retrieve your invoice, do the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click Order History at the top of the page.
  4. In the table, click the invoice number that corresponds with your order number.

Note: The Order Confirmation email you received from StarTech.com contains your order number.

  1. Click Printable Invoice (PDF) to download your invoice.

If you require a credit card transaction receipt or if you have other invoice-related inquiries, contact the Customer Service Advisory team.

Tracking information for your order is available on your StarTech.com account the next business day after placing your order. To view the tracking information for your order, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click Order History at the top of the page.
  4. In the Order Detail and Tracking column, click your order number.

Your tracking information (courier and tracking number) is displayed.

You can pick up your order at StarTech.com locations in  the United States, and the United Kingdom. To make sure that your order is held at one of those locations, complete the following:

  1. Complete steps 1 to 6 in How do I place an order online?.
  2. In the Billing and Shipping Information section, under Special Shipping Instructions or Comments, indicate that the order will be picked up at a StarTech.com location.
  3. Complete steps 7 to 10 in How do I place an order online?.

Depending on the shipping address that you entered, shipping charges may show up on your order when you provide your payment information. These charges will be manually canceled by the Customer Service Advisory team when your order is processed.

After your order is processed, the StarTech.com Shipping Department requires 2 hours to get the order ready for pickup. When the order is ready for pick up, you will receive an Order Confirmation email from StarTech.com.

Note: A rush fee of $10.00 is applied to orders that require a turnaround of less than 2 hours. If you require a rush pick up, please indicate this in the Special Shipping Instructions or Comments field. 

To get an update on when products are expected to be back in stock, complete the Sales Inquiry form.

Note: Make sure that you provide the order number (if applicable) and a product ID.

The Customer Service Advisory team will provide you with the next shipment date. If you have placed an order for a product on back order and the estimated time of arrival does not work for you, you can cancel your order.

Note: If a product that you want to order is on back order, you can check with StarTech.com resellers for product availability and purchase it from them. For more information, see the Where can I buy StarTech.com products FAQ.

The Quick Buy Form is helpful for customers who buy products frequently and in large quantities. To use the Quick Buy Form, complete the following:

Note: You need a StarTech.com account to place an order using the Quick Buy Form.

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Click Quick Buy at the top of the page.
  4. On the Quick Buy Form, enter the quantity and product ID of the products that you are interested in purchasing or quoting.
  5. To check the product availability, in the Availability column, click Check Availability.
  6. To add products to your cart, in the Price column, click Add to Cart.
  7. When you finish adding items to your cart, click CHECKOUT at the top of the page.

To make sure that your first order is processed without taxes and that your StarTech.com account is set up with tax-exempt status for all future purchases, complete the following steps:

  1. Complete steps 1 to 6 in How do I place an order online?
  2. On the Billing and Shipping Information section under Special Shipping Instructions or Comments indicate that your company is a tax-exempt organization.
  3. Email or fax a copy of your Tax Exempt Certificate to advisors@startech.com or 1-519-455-9425.
  4. Complete steps 7 to 10 in How do I place an order online?

Note: Depending on the state that you are ordering in, taxes may show up on your order when you click Next: Place Order. When the Customer Service Advisory team receives your Tax Exempt Certificate, they will remove the taxes before releasing your order. Your credit card is authorized for the amount including the taxes, but it will only be charged the amount excluding the taxes.

In order to qualify to pay for an order by wire transfer, you need to meet the following criteria:

  • You need to provide a formal purchase order.
  • Your order must be a minimum of $300 in North America, £250 in the United Kingdom, and €250 in Europe.
  • Your shipping address must be a full physical address and not a post-office box.
  • The order must be shipped to a country listed in What countries does StarTech.com ship to?

If you think you qualify for a wire transfer, submit a wire transfer inquiry to: eft@startech.com

A Value Added Tax Identification Number or VAT Identification Number (VATIN) is an identifier used in many countries for value added tax purposes.

In the European Union, a VAT Identification Number can be verified online at the official EU VAT Information Exchange System (VIES) website. You can use this website to confirm that the number is currently valid and to view the name or other identifying details of the organization that was assigned the number.

Purchases are exempt from taxes when a valid VAT Identification Number is provided. Value added tax is a general consumption duty that is calculated as a percentage of the purchase price on goods and services within many countries, including the European Union.

You can use the European Commission website to validate your VAT Identification Number and member information. To validate your VAT Identifications Number, click on the link below and follow the steps:

http://ec.europa.eu/taxation_customs/vies/vatRequest.html.

If you received an error message, you may have entered your VAT Identification Number in an incorrect format. Consult the table below to see the correct format to use for your member state.  

Member state Country code Example of format Number of characters
Austria AT U12345678 9
Belgium BE 123456789 10
Cyprus CY 12345678X 9
Czech Republic CZ 12345678, 123456789, or 1234567890  8, 9, or 10
Denmark DK 12345678 8
Finland FI 12345678 8
France FR 12345678901, X1234567890, 1X123456789, or XX123456789 11
Germany DE 123456789 9
Greece EL 12345678 9
Hungary HU 12345678 8
Ireland IE 1234567X or 1X23456X 8
Italy IT 12345678901 11
Luxembourg LU 12345678 8
Malta MT 12345678 8
Netherlands NL 123456789B01 12
Poland PL 1234567890 10
Portugal PT 123456789 9
Spain ES X12345678, 12345678X, or X1234567X 9
Sweden SE 123456789001 12

 

Shipping

Free, standard ground shipping is available in the following situations:

  • Orders over $500.00 shipped in continental North America.
  • Orders over €500 shipped in Europe.
  • Orders over £500 shipped in the United Kingdom.

Free, standard ground shipping is not available in the following circumstances:

  • Over-sized shipments.
  • Server racks or furniture products.
  • Orders that exceed 200 lb (90 kg).
  • Orders that require special handling.
  • Orders where expedited shipping was selected.
  • The shipping destination is Hawaii, Alaska, or Puerto Rico.
  • Second-delivery attempts (the carrier had to go to the customer’s site a second time to deliver the product because the carrier was turned away at the first delivery attempt).

To find out what shipping charges will be added to your order, see the How do I obtain a shipping quote for my order? FAQ.

Note: There is no drop-ship fee on orders shipped directly to end users.

StarTech.com offers standard and expedited shipping options via FedEx. StarTech.com accepts collect accounts for FedEx, UPS, DHL, Purolator, and Loomis. If you have a collect account with a courier other than the ones listed, contact StarTech.com to confirm whether your request can be processed. If you are shipping low-weight orders within the United States, you can also use FedEx SmartPost. Unfortunately, StarTech.com is unable to ship using Canada Post.

To get a shipping quote for your order, complete the following:

  1. On the StarTech.com website, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. Navigate to the product that you want to purchase and if necessary, change the quantity.
  4. Click Add to Cart.
  5. Click Your Cart at the top of the page.
  6. In the Estimate Shipping Charges field, enter your ZIP or postal code.
  7. Click Get a Quote. The shipping options and associated costs are displayed.
  8. To complete the transaction, click Proceed to Checkout.

Note: If the product you are ordering weighs more than 150 lbs or the order is being shipped to a location outside of North America, the Customer Service Advisory team will contact you to confirm the cost of shipping. If you want a shipping quote before you place your order, you can contact Customer Service.

We consider anything that is over-sized or over-weight (e.g. RK2536BKF or RK1219WALHM) furniture items. The cost of shipping furniture items is based on the weight of the whole order and where it is being shipped to. Shipping costs for furniture items must be approved by customers before the orders can be processed. To determine the cost of shipping your furniture items, complete the following:

  1. Place your furniture order. For more information on how to place an order, see How to place an order.
  2. Orders that include furniture items are automatically flagged by the Customer Service Advisory team, and they will email you when they have received a shipping quote from the Shipping Department. This process is usually completed within 1 business day.
  3. Once you approve the charges, your order is processed with the appropriate shipping charges.

Note: If you want to receive a shipping quote before you place an order online, fill out the Sales Inquiry form, and indicate the items that you are interested in purchasing and the address where you want the items shipped to.

All orders received before 15:00 Eastern Time in North America, or 12:30 Greenwich Mean Time in Europe and the United Kingdom are shipped on the same day that the order was placed, provided that the product requested is in stock at the time that the order is submitted.

StarTech.com uses FedEx as the primary shipping partner. If you require an alternate shipping carrier, the shipment may not meet the same-day shipping requirements. For more information about the shipping cut-off times for alternate carriers, contact the Customer Service Advisory team.

The shipping deadlines for expedited services differ by carrier, and orders might not be shipped out same day. If you require an expedited shipping option, (for example, next day air or second day air), contact the Customer Service Advisory team before you place your order.

To see if StarTech.com ships to your country, see the What countries does StarTech.com ship to FAQ. If you are shipping to a country not on the list, we will not be able to fulfill your order. If you are shipping your order to a location outside of Canada, the United States, or Europe, your order ships from the shipping center in the United States and shipping costs may not be generated through the website. After you place your order, the Customer Service Advisory team will email you the shipping cost and await your approval before processing the order.

StarTech.com ships to the following countries: 

  • Australia
  • Canada
  • Chile
  • Colombia
  • Europe ( Andorra, Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Holy See (Vatican City), Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, San Marino, Spain, Sweden, Switzerland, Turkey)
  • Japan
  • Mexico
  • New Zealand
  • Peru
  • Singapore
  • United Kingdom
  • United States

 

If you are located outside of the areas mentioned, we recommend reaching out to one of our many StarTech.com distributors and resellers located in the United States or in your region who may be able assist you in purchasing our products. For a list of some of our partners, please visit our Where To Buy page.

 

 

If you receive your order and the wrong products were included or the order includes fewer products than you ordered, contact the Customer Service Advisory team within 48 hours of receiving the package. The Customer Service Advisory team will initiate an investigation to confirm what was shipped and what is missing. The investigation normally takes up to 5 business days from the time that you report the error. You will be contacted by the Customer Service Advisory team throughout the investigation.

Note: If your order includes items on back order, the Customer Service Advisory team will note that in the confirmation email that they send to you. You can still cancel the items on back order after you receive the first shipment. Unless otherwise informed, StarTech.com will ship out the items on back order as soon as they become available.

On very rare occasions, packages can be misrouted or mishandled while in transit. If a package does not arrive in time, contact the Customer Service Advisory team.

Note: Depending on your location, your package may not arrive until later in the day on the scheduled day for delivery. To track your package, log in to your StarTech.com account to retrieve your tracking information. For more information about how to retrieve your tracking information, see How do I get the tracking information for my order.

If you notice damage to the package prior to accepting the package from the courier, complete the following:

  1. Refuse the package and have it sent back to StarTech.com. Inform the courier that this is due to visible damage.
  2. Contact the Customer Service Advisory team as soon as possible to inform StarTech.com that the package arrived damaged.

Note: If you do not report the damaged shipment to StarTech.com within 48 hours of the delivery, StarTech.com reserves the right to not honor claims for external damage (visible carton damage).

If you accept the package but find that the product is damaged contact the Customer Service Advisory team right away and inform them of the damage.

Product Returns (RMAs)

StarTech.com offers a 30-day return policy from the date of purchase. The amount refunded will be equal to the price shown on the original invoice that was issued by StarTech.com. StarTech.com will not refund shipping and handling fees and you will be responsible for sending the products back to StarTech.com. Credit issued from an RMA is valid for 1 year from the date of issue.

Product returns may be subject to a 25% restocking fee. Product returns for orders purchased with a wire transfer are always subject to a 25% restocking fee. For more information about restocking fees, see What is a restocking fee.

When you return a product that you purchased directly from StarTech.com, you have the option to receive a refund or a replacement product.

Note: The return policy does not cover products damaged as a result of an accident, abuse, misuse, natural or personal disaster; or any unauthorized disassembly, repair, or modification.

You should contact your reseller first to determine whether the unit is still covered by the original return policy. If the reseller is able to replace or refund the unit, then you should do so through the reseller.

If the unit is outside the limit of the original return policy, you should submit an RMA. For more information about filling out the RMA form, see How do I submit a Return Merchandise Authorization (RMA).

Note: StarTech.com can only refund units bought directly through StarTech.com. Units purchased through resellers and still within the warranty can only be replaced by StarTech.com.

StarTech.com offers a warranty on all of its products. The warranty covers the products purchased for a specified timeframe. During the warranty period, you can contact StarTech.com about any issues that you may experience. StarTech.com offers lifetime technical support for their products.

If a product is covered under warranty and it fails, StarTech.com will replace it for you. To have a product replaced under warranty, you must obtain a case number from the Technical Support Team. When you have a case number, fill out the Return Merchandise Authorization (RMA) form. For more information about filling out the RMA form, see How do I submit a Return Merchandise Authorization (RMA).

Note: To get a refund on a purchased product, you must return it to your place of purchase within their return policy. For products purchased directly from StarTech.com, you have 30 days to return a product.

StarTech.com offers product warranties against defects in materials and workmanship for the periods noted in the most recent version of the Product Data Sheet found under the support tab for the applicable product. During the warranty period, products may be returned for replacement with equivalent products at the discretion of StarTech.com. The StarTech.com warranty covers parts costs only. The warranty does not cover defects or damages arising from misuse, abuse, alteration, or normal wear and tear. Any change to the warranty term is at the discretion of StarTech.com.

All StarTech.com products come with warranties, but different products have different warranty periods. To view the warranty period on a product, complete the following:

  1. On the StarTech.com homepage, in the Product Search field, enter a product ID and click Search.
  2. In the search results, click the product that you want to view the warranty period for.
  3. On the product page, click the Technical Specifications tab.
  4. The warranty period is listed under Warranty Information.

The StarTech.com warranty extends to the original purchaser for the defined warranty period, starting from the date of the original purchase. If no proof of purchase (for example, receipt or invoice of purchase) can be presented upon request, StarTech.com cannot be held responsible for warranty service.

If you think that your product is defective, complete the following:

  1. Contact the Technical Advisory team to troubleshoot your product and to be assigned a case number.
  2. To complete the RMA Form, on the StarTech.com website, click the Support tab.
  3. Under Product Support, click Returning Product.
  4. Click RMA Request Form.
  5. Complete all required fields (*), clicking Next at the end of each section.
  6. In the Reason drop-down list, select a reason that you are returning the product, and if necessary, include a detailed explanation.
  7. Click Browse to attach your proof of purchase.
  8. If necessary, click Add Another Product to add additional products.
  9. Click Submit RMA.

The RMA team will email you the RMA number, instructions, and any requests for additional information. RMA numbers are valid for 30 calendar days from the date of issue. StarTech.com reserves the right to authorize product returns beyond 30 days, where applicable. RMAs will not be processed for overdue accounts.

Note: You are responsible for the cost of shipping the product to StarTech.com if your product is not defective. StarTech.com pays the cost of returning a product to you. StarTech.com reserves the right to replace the product with a product of equivalent performance at their sole discretion at any time.

You need to get a case number from a Technical Advisor because StarTech.com needs to verify that your product is defective before an RMA replacement is approved.

A Technical Advisor will work with you to troubleshoot the issue and if the issue can't be resolved, the Technical Advisor will make sure that a replacement product will resolve your specific issue. When a Technical Advisor determines that you qualify for an RMA, you will receive a case number that you can use to submit your RMA request.

StarTech.com offers three RMA options:

Refunds

If you purchased your product directly from StarTech.com within the last 30 days, you can request a refund for the cost of the product. Your refund will be issued 2 to 5 business days after StarTech.com receives the original product. If you purchased your product through one of our partners, you will need to contact the original place of purchase to request a refund.

Replacements

You can choose to replace your product with a new unit, subject to stock availability. If the original product was discontinued and is no longer available, StarTech.com reserves the right to replace the product with a product of equivalent performance. StarTech.com will ship out your replacement product 2 to 5 business days after StarTech.com receives the original product.

Cross-ship

You can select the Cross-ship option and have a replacement product sent to you right away. To have a product cross-shipped to you, you have to provide a credit card to be charged for the full cost of the replacement product. This charge will be refunded in full 2 to 5 business days after StarTech.com receives the original product.

RMA requests are reviewed and responded to by email from Monday to Friday. It may take up to one business day for you to receive a reply from StarTech.com.

When your RMA is approved, you will receive an email with your RMA number and instructions on how to return the product. In certain cases, StarTech.com may provide a pre-paid shipping label. This label will be sent to you in a follow-up email, and will come directly from a UPS or FedEx email address.

If you have not received a reply from StarTech.com within one business day, check your spam or junk mail folders.

For all inquiries related to RMAs, contact the RMA team by calling the phone number below based on your location:

  • North America: 1-800-265-1844
  • United Kingdom: 0800 169 0408
  • Europe: 00 800 7827 8324

 You can also fill out the Sales Inquiry form.

If you purchased a product directly from StarTech.com and you are returning it within the 30-day return policy, your payment is refunded using the original method of payment that you provided.

A restocking fee is a charge of 25% of the original purchase price applied to products purchased directly from StarTech.com and that are returned within the 30-day return policy.

Note: Restocking fees are not applied when a product is returned due to a defect. For more information about returning defective products, see How do I submit a Return Merchandise Authorization.

RMAs are valid for 30 days from the date that they are issued.

Resellers

To apply to be a StarTech.com reseller, complete the following:

  1. On the StarTech.com website, click the Reseller Area tab.
  2. Under New Customers, click Create Account.
  3. If you meet the criteria listed, select the check box.
  4. Do one of the following:
    • To attach a scanned copy of your completed Resale/Exemption Certificate, select the first option and click Browse to attach your documents.
    • To fax your completed Resale/Exemption Certificate, select the I prefer to fax my registration instead option. Certificates should be faxed to 519-455-9425 and to the attention of the Customer Service Advisory team.
  5. Click Continue
  6. Under Account Type, do one of the following:
    • Select the I am a reseller signing up for the first time option.
    • Select the I am a current StarTech.com Reseller looking for a web login ID option.
      Note: If you are a current StarTech.com reseller, your account will be linked to your company purchasing account.
  7. Complete all required fields under Contact Information and Company Information.
  8. If you agree to the terms and conditions, select the Terms and Conditions check box.
  9. Complete the security verification.
  10. Click Create Account.

It usually takes up to 1 business day to process your application. The Customer Service Advisory team will email you when your application has been processed.

Reseller or integrator account applications are reviewed and responded to within one business day. StarTech.com may follow-up with you by email or phone if there are any additional questions about your application.

If you have not received a reply from StarTech.com within one business day, check your voicemail and your spam or junk mail folders.

After you submit your application, you can place an order right away, but your order will not be processed or shipped until after your application has been reviewed. 

If your company has been set up as a reseller with StarTech.com and you do not have a login, complete the following:

  1. On the StarTech.com website, click the Reseller Area tab.
  2. Under New Customers, click Create Account.
  3. If you meet the criteria listed, select the check box.
  4. In the Tax ID field, enter your tax ID.
  5. Do one of the following:
    • To attach a scanned copy of your completed Resale/Exemption Certificate, select the first option and click Browse. Follow the on-screen instructions to attach your documents.
    • To fax your completed Resale/Exemption Certificate, select the I prefer to fax my registration instead option. Certificates should be faxed to 519-455-9425 and to the attention of the Customer Service Advisory team.
  6. Click Continue
  7. Under Account Type, select the I am a current StarTech.com Reseller looking for a web login ID option.
  8. Complete all required fields under Contact Information and Company Information.
  9. If you agree to the terms and conditions, select the Terms and Conditions check box.
  10. Click Create Account.

Note: When the form is completed and submitted, the Customer Service Advisory team will verify the request and add you to your company's record.

To view your reseller pricing and availability, complete the following:

  1. On the StarTech.com homepage, click Login at the top of the page.
  2. Enter your username and password, and click Login.
  3. When you are logged into your account, each product page that you visit lists your price and the Manufacturer’s Suggested Retail Price (MSRP). The current availability is listed below the price.

Note: To download a price list that includes the product ID, product description, reseller price, and MSRP for all the StarTech.com active SKUs, contact the Customer Service Advisory team.

Authorized resellers are automatically set up to pay by credit card. StarTech.com accepts Visa, MasterCard, American Express, and Discover. Typically, prepaid credit cards do not work.

Resellers on net terms can pay by purchase order number instead of by credit card. Resellers on credit card terms may enter a purchase order number as well, but will still be directed to provide credit card information. If you are an authorized reseller and want to apply for net terms, navigate to the Reseller Area on the website and complete the Reseller Credit Application form. Resellers on Net Terms may pay by Purchase Order number instead of by credit card. Resellers on Credit Card Terms may enter a Purchase Order number as well, but will still be directed to provide credit card information.

Note: For resellers on net terms, a late fee of 1.5% will be charged monthly for invoices that are 10 days beyond payment terms. In the event of a bounced cheque (NSF), resellers will be charged a $25 handling charge.

StarTech.com sends daily email or mail invoices to all of the resellers that are set up on net terms. In order to pay your net account, you must send a payment by a wire transfer or a cheque with the amount invoiced within a certain amount of time based on the net terms agreement.

Note: If a net terms account is not paid on time, orders placed may be held until the account is paid down.

If your company name changed but your tax ID is the same, StarTech.com requires a Letter of Amendment stating that the name of your company changed. You can send this document to advisors@startech.com and the Customer Service Advisory Team will process the name change.

If your company name changed and you also have a new tax ID, you need to complete a new reseller application and upload your new tax certificate.

You have 90 days from the invoice date to initiate a stock rotation.

International

If you are located outside one of our established markets, StarTech.com considers you an international customer. Our established markets are:

United States
Canada
United Kingdom
Europe (Including Turkey)
Australia
Chile
Columbia
Japan
Mexico
New Zealand
Peru
Singapore

Should you be located beyond these markets, please visit our Where To Buy page to find a seller who may be able to assist you in purchasing our products.

If you are an international customer, we recommend reaching out to one of our many StarTech.com distributors and resellers located in the United States or in your region who may be able assist you in purchasing our products. For a list of some of our partners, please visit our Where To Buy page. 

StarTech.com ships to the following countries: 

Australia
Canada
Chile
Colombia
Europe ( Andorra, Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Holy See (Vatican City), Hungary, Iceland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, San Marino, Spain, Sweden, Switzerland, Turkey)
Japan
Mexico
New Zealand
Peru
Singapore
United Kingdom
United States

 

If you are located outside of the areas mentioned, we recommend reaching out to one of our many StarTech.com distributors and resellers located in the United States or in your region who may be able assist you in purchasing our products. For a list of some of our partners, please visit our Where To Buy page.

If you have a large volume opportunity and are located internationally, StarTech.com may consider your request for a volume pricing quote. Please complete our Volume Discount Request Form here or by the following:

  1. On the StarTech.com website, click the Support tab.
  2. Under Sales Support, click Request a Quote.
  3. Complete all of the required fields on the form.
  4. Under Order Details, provide an explanation about how you plan to use the products, for example, to resell or to integrate with other products.
  5. Enter the product ID and the desired quantity, as well as the target price that you are hoping to get.
  6. When you have completed the form, click Submit.
     

You may also reach out to one of our many StarTech.com distributors and resellers located in the United States or in your region who may be able assist you in purchasing our products. For a list of some of our partners, please visit our Where To Buy page.

 

If you paid by wire transfer, your order will be processed when StarTech.com confirms that payment was received. You cannot use your bank's payment confirmation documentation to have an order processed. 

If you are an international customer and your product is defective, complete the following to submit an RMA:

  1. Contact the Technical Advisory team to troubleshoot your issue and receive a case number.
  2. To complete the RMA Form, on the StarTech.com website, click the Support tab.
  3. Under Product Support, click Return a Product.
  4. Complete all of the required fields. An asterisk (*) indicates the required fields.
  5. Complete the Product IDQty, and Invoice/Purchase Date fields. 
  6. In the Reason drop-down list, select the reason that you are returning the product, and if necessary, include a detailed explanation. You can also put the case number that the Technical Advisor provided in this field.
  7. Click Browse to attach your proof of purchase.
  8. Click Save.
  9. To add additional products, click Add Another Item.
  10. Click Submit.

The RMA team will email you the RMA number, instructions, and any requests for additional information. RMA numbers are valid for 30 calendar days from the date of issue. StarTech.com reserves the right to authorize product returns beyond 30 days, where applicable. International customers may be responsible for shipping or cost of duties to return defective product.

Note: StarTech.com reserves the right to replace the product with a product of equivalent performance at their sole discretion at any time.

Where applicable, RoHS and Compliance Letters are located on the Technical Specifications and Support tabs for all of the product listings on StarTech.com.

At this time, only documentation listed on our website can be provided. If you require assistance with customs or export information, please partner with an export broker for support.

Thank you for your interest in partnering with us. Currently, we are currently not accepting reseller requests for any international customers beyond our established markets.

We recommend reaching out to one of our many StarTech.com distributors and resellers located in the United States or in your region who may be able assist you in purchasing our products. For a list of some of our partners, please visit our Where To Buy page.

 

Product FAQs and Knowledge Base Content

Find answers to questions related to specific products in our FAQ library, Knowledge Base, and Community Forums.
Enter a product SKU to find FAQs related to that specific product.
Answers to your questions about finding, installing, configuring, and troubleshooting StarTech.com products (English-language only)
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