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BackEscalation checklist. Escalate printer driver issue.
Information Required to Escalate Windows Print and Driver Issues |
Document ID:FA869 |
| 01/10/13 | Properties |
Environment
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
Step 1: Menu Settings
A copy of the device's Menus Settings is required for ALL escalations. Click here if you are 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: Issue Identification and Information Capture
Select the topic that most closely resembles your issue and gather all requested information.
- Driver Compatibility
- Driver Feature
- Installation and Deployment
- Print Output Quality or Anomaly
- Print Performance
Step 3: Submit to Technical Support
| Requirements | Relevance | How to obtain |
| Provide step-by-step instructions to reproduce this observed behavior | Info used for simulation and analysis | Enduser provided |
| Provide information on problem frequency | Info used for simulation and analysis | Enduser provided |
| Driver type & driver version | Info used for simulation and analysis |
Windows Operating Systems
Take a screen shot. |
|
Customer's printing environment
|
Info used for simulation and analysis |
Windows OSes:
|
| Lexmark Printer Model | Info used for simulation and analysis | Enduser provided |
| Requirement | Relevance | How to obtain |
| Provide step-by-step instructions to reproduce this observed behavior | Info used for simulation and analysis | Enduser provided |
| Is the problem 100% reproducible? If not, how frequent are they seeing the problem? | Info used for simulation and analysis | Enduser provided |
| Specific Driver Feature/Configuration that is/are not working? | Info used for simulation and analysis | Please provide screenshots. |
|
Application Information, such as, application name, version, software developer & background info |
App info can sometimes help in understanding the cause of the error | Enduser provided |
| Driver Used (Type & Version with screenshot) | Info used for simulation and analysis | Windows Operating Systems
Take a screen shot. |
| Driver Setup (Point-and-Print OR Direct IP) | Info used for simulation and analysis | Enduser provided |
|
Printing environment
|
Info used for simulation and analysis |
Windows OSes:
|
| Print-to-File (.PRN File) | It is the print job itself and it is useful for replaying the job to recreate the issue | Click here. |
| Copy of the Bad Output and, if available, the desired Output as well | This is used to confirm whether the result of simulation is the same with what the customer is seeing | Enduser provided |
| Requirement | Relevance | How to obtain |
| Provide step-by-step instructions to reproduce this observed behavior | Info used for simulation and analysis | Enduser provided |
| Is the problem 100% reproducible? If not, how frequent are they seeing the problem? | Info used for simulation and analysis | Enduser provided |
| How are they installing/deploying the Lexmark driver? Is it through Silent Install / Uninterrupted Installation? Batch Deployment? Single Installation? | Info used for simulation and analysis | Enduser provided |
| Driver Used (Type & Version) | Info used for simulation and analysis | Windows Operating Systems
Take a screen shot. |
| Driver Setup (Point-and-Print OR Direct IP) | Info used for simulation and analysis | Enduser provided |
|
Printing environment
|
Info used for simulation and analysis |
Windows OSes:
|
| Screenshot of the error / message prompt that they are seeing | Info used for simulation and analysis | Enduser provided |
NOTE: If the driver is bypassed by sending the RAW data file directly via FTP, and the issue still observed, it is most likely a printer firmware issue.
| Requirement | Relevance | How to obtain |
| Provide step-by-step instructions to reproduce this observed behavior | Info used for simulation and analysis | Enduser provided |
| Application Information, such as, application name, version, software developer & background info | App info can sometimes help in understanding the cause of the error | Enduser provided |
| Driver Used (Type & Version with screenshot) | Info used for simulation and analysis | Windows Operating Systems
Take a screen shot. |
| Driver Setup (Point-and-Print OR Direct IP) | Info used for simulation and analysis | Enduser provided |
|
Printing environment
|
Info used for simulation and analysis |
Windows OSes:
|
| Print-to-File (.PRN File) | It is the print job itself and it is useful for replaying the job to recreate the issue | Click here. |
| Copy of the Bad Output and, if available, the Good Output as well | This is used to confirm whether the result of simulation is the same with what the customer is seeing | Enduser provided |
Additional possibilities
If the driver is bypassed by sending the RAW data file directly via FTP, and the issue still observed, it is most likely a printer firmware issue.
| Requirement | Relevance | How to get |
| Application Information, such as, application name, version, software developer & background info | App info can sometimes help in understanding the cause of the error | Enduser provided |
| Driver Used (Type & Version with screenshot) | Info used for simulation and analysis | Windows Operating Systems
Take a screen shot. |
| Driver Setup (Point-and-Print OR Direct IP) | Info used for simulation and analysis | Enduser provided |
|
Printing environment
|
Info used for simulation and analysis |
Windows OSes:
|
| Print-to-File (.PRN File) It is the print job | Info used for simulation and analysis | Click here. |
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.