Information Required to Escalate 900.XX Issues
|Document Distributor||Markvision||Other Applications|
|Print Release||Scan to Network|
Collect or capture all information below before opening an escalation item with Lexmark's product engineering team.
Level 2/SE NOTE: Before escalating to Level 3, it is expected, but not required, that Level 2 and/or SE has already simulated the issue. Please include the results of your simulation in the SR track notes.
ALL Escalations (Required)
900.XX Escalation Requirements
Step 1: Menu Settings
A copy of the device's Menus Settings is required for ALL escalations. Click here if your uncertain how to obtain this information.
This information is valuable to product engineering and development teams since it displays all the printer's critical configuration setting values.
Step 2: Capture the remaining information below before submitting to the TSC.
|Requirement||Relevance||How to obtain|
|Events Logs||It contains the history of printer errors and secondary crash codes which is helpful for diagnosis||
Embeded Web Server:
Manual collection method:
Note: The following instruction is just an example and it might vary from one printer model to the other when accessing Config Menu
|Logs Gzip Compressed (Printers
with Hard disk)
|Compressed file contains all the logs
from the SE page
2012 products which lack a hard drive. Firmware debug provides information from last three crashes.
Please see Contact information to initiate all escalations with Lexmark Technical Support. NOTE: When calling for support, you will be asked for your printer machine/model type and serial number (SN).
Please be near the products described in this article, and be prepared to submit all escalation information to technical support. This will expedite the support process and reduce call-back situations.