Required Information to Initiate a 'FAX' Escalation

Document ID:FA868
 
01/10/13 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)

  • Complete problem description, to include:
    • Number of affected devices
    • New roll out or new 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
     

 

Before you begin

Proceed below only after following all suggestions in the Fax Troubleshooting article. Follow the steps below to ensure that you have captured all the information required for a successful fax escalation.


Fax Escalation Process

A summary of this process:

  • Step 1: Collect Primary Requirements for all fax escalations.
  • Step 2: Collect Additional Requirements for certain fax functions only.
  • Step 3: Contact Lexmark Technical Support. 


 Step 1: Collect Primary Fax Escalation Requirements IMPORTANT! Required for ALL fax escalations.
 

Capture Requirement
 Relevance How to obtain
1. Report A FAX
Problem
(network
connected MFPs)

The electronic fax checklist program provides a way
to easily gather all necessary debug/information
from the device in one step.

 
  1. Open printer's web interface via web browser.
  2. Type in printer's IP Address followed by /se; e.g.,
    http://192.168.2.100/se
  3. Press Enter.
  4. Select Report a Fax Problem.
  5. Fill out the Fax Event Check list. 
  6. Save the file; e.g., checklist.html. 

 
2. Menu Setting
Pages		 Contains all printer settings and  firmware levels for the machine. 

Click here if you are not familiar with this procedure. 

For example, press Menu > Reports > Menu Settings Page.
3. Log Gzip (Network Connected MFP)  log.tar.zip info used for analysis

1. Open printer's Web interface:

To do this:

  1. Open Web browser.
  2. Enter the printer's IP Address followed by /se, e.g., http://192.168.2.100/se
  3. Press Enter.

2. Select Log Gzip Compressed.

3. Then save the file.
   Note: For 900 issues related to Fax, please refer to the 900 checklist.

Alternate Logs

When to use

  • Local-USB attached MFPs or Standalone MFPs
  • MFPs that do not have a hard drive
  • Certain conditions which do not allow the capture of the log.tar.zip file
Fax Job Log This log provides a summary of all MFP tasks for the last
200 fax jobs; e.g., Driver/Send, Scan/Send,
Receive/Forward, Receive/Print...		 On the printer, press Menu > Reports > Fax Call or Job Log.
Fax Call Log This log provides a summary of fax dialing history for the
last 100 jobs. This log does provide the fax error code, which is useful when attempting to troubleshoot issues.
All T30 Logs This log shows the .T30 log of the last fax call.  
Press **411 to access the Fax SE menu and than select Fax Settings and then press Print Logs. 
Fax Setup Page Displays modem settings and other fax configuration settings
Caller ID Log This log provides caller ID (when available) information for the last 40  incoming calls.
.WAV file capture A recording of the fax transmission can be used for analysis.   Click here for further instructions.

 

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Step 2 (Optional): Additional requirements for certain fax types 

Be prepared to answer these additional questions or supply any of the information requirements listed that may be required for these fax topics:   

  • FOIP (Solution App)
 

 

 

Additional (Other) Requirements Relevance How to obtain

Fax to E-mail   

  1. Did this fax capability ever work on this MFP? 
  2. If yes, does the client receive e-mails from other MFPs? 

 

 Information is used for simulation and analysis. Enduser provided

Fax to eSF (Apps)

  1. Did this fax capability ever work on this MFP?
  2. If yes, have any additional apps been installed recently? Please specify the names of these apps.
  3. Have any known setting changes been made to the app?
  4. Other information under How to obtain.
  • Embedded Solution Log File (Network Connected MFP)
  • Bundle Information (Network Connected MFP)
  • Exported OS System Information
  • Fax Forward UCF
  • Error and crash reports
  • List of installed apps
  • Operating system information
  • Fax forward settings

Information collected is used for simulation and analysis.
Embedded Solution Log File

1. Open printer's Web interface:

To do this:

  1. Open Web browser.
  2. Enter the printer's IP Address followed by /se, e.g., http://192.168.2.100/se
  3. Press Enter.

2. Select Embedded Solutions.

3. Turn ON Debugging Mode.

To do this:

  1. Go to Set Logging Level and select Yes.
  2. Hit Submit.
  3. Select Yes, and then Submit one more time. 


4. Go to Log File.
5. Save all the entries as .txt file.
Bundle Information 1. Open printer's Web interface:

To do this:

  1. Open Web browser.
  2. Enter the printer's IP Address followed by /se, e.g., http://192.168.2.100/se
  3. Press Enter.

2. Select the Embedded Solutions.

3. Select the Bundle Information.

4. Save all the entries as .txt file.
Exported OS System Information Windows XP example:
  1. Click Start Menu > Programs > Accessories > System Tools > System Info.
  2. Click File, select export then enter a file name to save.
Fax Forward UCF 1. Open printer's Web interface:

To do this:

  1. Open Web browser.
  2. Enter the printer's IP Address followed by /se, e.g., http://192.168.2.100/se
  3. Press Enter.

2. Select Embedded Solutions.

3. Open Fax Forward eSF.

4. Select Configure and then select export.

5. Save the file.

 FOIP (Fax over IP)

Information collected is used for simulation and analysis. Click here for instructions on how to capture a network trace.

 

 

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Step 3:  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.



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