There is really not enough information to go on. Does he have physical access to this device? If so, is it powering on correctly ? Are the console settings setup properly (9600,8,n,1) ? And serial adapter plugged into the correct port ?Usually if ...

I would upgrade if you need some of the new features. There were a lot of new features added and some small upgrades in the GUI.This should help you on the new features:http://www.cisco.com/en/US/docs/app_ntwk_services/data_center_app_services/ace_a...

Be sure you have Adv. Enterprise Services feature set to fully support DLSW+.