Information Required to Escalate Solutions Software Issues

Document ID:FA874
 
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

 

Step 1: Capture Primary Requirements 

Make every attempt to capture as much information about the solution before you initiate an escalation with Lexmark's product engineering team.

Requirement Relevance How to obtain
Menus Settings

Menu setting provide the following pertinent information:

  • Printer model
  • Printer base code
  • Other critical configuration settings
 On the printer, press Menu > Reports > Menu Settings Page; or click here for more information on how to obtain this information.
Embedded Solutions Log It documents all errors/crashes experienced by the the user.
  1. Open printer's web interface via web browser.
  2. Enter the printer's IP Address followed by /se.
  3. Press Enter. Example: http://192.168.2.100/se.
  4. Select Embedded Solutions Log.
  5. Turn on Debugging mode and recreate the problem; then capture this log.
Bundle Information Provides a list of all solutions installed on the printer
  1. Open printer's web interface via web browser.
  2. Enter the printer's IP Address followed by /se.
  3. Press Enter.
  4. Select the Bundle Information link.
Exported ESF UCF File It contains the configuration on how the eSF application is set up.
  1. Open the printer's Web page via your Web browser.
  2. Enter the printer's IP address.
  3. Press Enter.
  4. Select Settings and click on Embedded Solutions.
  5. Click on the specific app and then click Export.
Export printer setting UCF It contains the configuration on how the base settings of the printer are set up.
  1. Open the printer's Web page via your Web browser.
  2. Enter the printer's IP address.
  3. Press Enter.
  4. Select Settings and click on Embedded Solutions.
  5. Click on Import/Export and then click on Export Settings.
Exported System Info (if a computer is involved) File contains comprehensive information on a PC's configuration. From Start Menu > Programs > Accessories > System Tools > System Info
Application name  Required for analysis. Please explain.
Application version  Required for analysis. Please explain.
Devices experiencing problems and the firmware level on each  Required for analysis. Please explain.
Has this worked in the past or is this a new installation?  Required for analysis. Please explain.
Has the configuration been verified according to the Admin Guide?  Required for analysis. Please explain.
Have you referred to the Troubleshooting section of the Admin Guide?  Required for analysis. Please explain.
Have you referred to the Readme for minimum firmware levels, limitations, and other important release information?  Required for analysis. Please explain.
Step-by-step instructions to reproduce this observed behavior  Required for analysis. Please explain.
How was the application received and installed?   Required for analysis. Please explain.
Is this an SPR release?  Required for analysis. Please explain.
What other applications and versions are loaded on the device?  Required for analysis. Please explain.
Frequency of issue  Required for analysis. Please explain.

 

 

Step 2: Capture App-specific requirements

 

eSF Application (Solution) Escalation requirements
eDAS Click here.
Education Station Click here.
Distributed Intelligent Capture Click here.
Pharos Click here.
Lexmark Solutions Platform
Lexmark Fleet Manager Click here.

 

 

 Step 3: Contact Lexmark

After collecting all required information in Steps 1 & 2, contact Lexmark Technical support. 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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