Virtual Configuation Center 'Agent' Table of Contents and Escalation Information

Document ID:FA925
 
01/10/13 Properties  

Environment

Agent VCC TOC

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

 

 

How to and general information

Topic
Link

 How to Export the Virtual Configuration Center (VCC) 'Bundle.ZIP' Configuration File

 SO6489

  

Troubleshooting (Solutions)

 Topic Link 

 

Escalation Requirements 

 Requirements Additional Information
 1.  'Bundle.ZIP' Configuration File SO6489

 2. Embedded Solutions Log

To obtain:

  1. Open printer's web interface via web browser
  2. Enter the printer's IP Address followed by /se
  3. Press Enter.
  4. Choose "Set Logging Level"
  5. Turn ON "Allow debugging entries in the log", recreate the problem, and then capture this log file.
  Not Available

 3. Bundle Information

To obtain:

  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 Embedded Solutions link.
  5. Select the Bundle Information link.
  Not Available

 

 



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