Information Required to Escalate 900.XX Issues

Document ID:FA876
 
01/09/13 Properties  

Environment

Escalation checklist

Solution

Overview

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)

  • A complete problem description, to also include:
    • Number of affected devices
    • New roll-out or installation
    • Readily repeatable or random issue
  • All SR ticket numbers (Service Requests)
  • Full part replacement history
  • Company
    • Account Name
    • Account Address
    • Customer Name
    • Phone Number
    • Email Address
  • Device Machine Type/Model

 

 

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:

  1. Open printer's web interface via web browser
  2. Enter your printer's IP Address followed by /se, e.g., http://192.168.2.100/se
  3. Hit Enter.
  4. Select History Information to download the file

Manual collection method:

  1. Turn OFF the printer.
  2. Press and hold 2 and 6.
  3. Turn ON the printer.
  4. Release the buttons after ten seconds
  5. From the Config Menu, Select Reports and select Print Log
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
  1. Open printer's web interface via web browser
  2. Enter your printer's IP Address followed by /se; e.g., http://192.168.2.100/se
  3. Hit Enter.
  4. Select Logs Gzip Compressed to download the file

  • Dump Lbtrace buffer
  • Dump Lbtrace Log #0 (Flash)
    Partition)
  • Dump Lbtrace Log #1 (Disk)
  • Dump Lbtrace Log #2 (Disk)
  • Dump Lbtrace Log #3 (Disk)
  • Dump Lbtrace Log #4 (Disk)
  • Dump Hostsend Debug Data
  • Others if requested

2012 products which lack a hard drive. Firmware debug provides information from last three crashes.
  1. Open printer's web interface via web browser
  2. Enter your printer's IP Address followed by /se, e.g., http://192.168.2.100/se
  3. Hit Enter.
  4. Select these most commonly requested logs and save them as a text file:
  • Dump Lbtrace Log #0 (Flash)
  • Dump Fwdebug log1
  • Dump Fwdebug log2 

 

 

 

 Back to topics

Contact Lexmark

 

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.



Link:
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