Information Required to Escalate Scan to E-mail Issues

Document ID:FA929
 
01/15/13 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

 

Possible E-mail escalation topics 

Unable to the Send

Scan Quality

Workflow issue

E-mail Alerts 

 

Summary of Requirements

REQUIREMENT E-mail Condition
Unable to the Send Scan Quality Workflow issue E-mail Alerts
Menu Settings Page
E-mail Transmission Log      
Network Trace    
Scanned Sample Output or Sample File      

Required

 NOTE: Also, be ready to provide any of the information found in tables below for each of the e-mail condition listed. 


Unable to Send

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
  • 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.
E-mail Transmission Log Contains the error and status Make sure this log is configured to Print. You can enable this setting via Menus > Settings > E-mail settings > Transmission Log.
Network Trace Used for the diagnosis and analysis of network traffic coming from the printer. Click here for more information on how to perform a network trace.
Additional Requirements
  1. Do other devices of the same model that works fine? If yes, have you tried to compare the email settings of the working and non-working?
  2. Has this worked before? If yes, what are the changes?
  3. Is the Email server settings setup correctly? Please check that SMTP gateway and port is valid and supported. These settings need to be verified by your email service provider.
  4. Does SMTP Server require authentication? If yes, is it using a valid device credentials?
  5. Does it only fail to one specific email?
 

 

 

 

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Scan Quality  

Requirement Relevance How to obtain
Menus Settings

Menu setting provide the following pertinent information:

  • Printer model
  • 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.
Scanned Sample Output or Sample File Result/appearance of the scanned output versus the original needed for diagnosis. Scan Printed Output or capture a sample file.
Additional Requirements
  1. Are there other working printers of the same model? Provide details.
  2. Has this worked before? If yes, what are the changes?
  3. Does it only happen on scan to email? If no, check for possible hardware issue.
  4. Is the problem happening when using shortcuts? If yes, is this specific to one shortcut?
  5. Is the problem only seen with specific Email settings (Resolution, Content, Format, etc.)?
 

 

 

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Workflow Issue 

Requirement Relevance How to obtain
Menus Settings

Menu setting provide the following pertinent information:

  • Printer model
  • 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.
Detailed Scan to E-mail workflow description Required to the understand all processes and functions of the workflow. Enduser provided.
Step-by-step description of procedure required to reproduce the problem. Used for the diagnosis and analysis. Enduser provided.
Additional Requirements
  1. Are there other working printers of the same model? Provide details.
  2. Has this worked before? If yes, what are the changes?

 

 

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Email Alerts 

Requirement Relevance How to obtain
Menus Settings

Menu setting provide the following pertinent information:

  • Printer model
  • 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.
Network Trace Used for the diagnosis and analysis of network traffic coming from the printer. Click here for more information on how to perform a network trace.
Additional Requirements
  1. Are there other working printers of the same model? Provide details.
  2. Has this worked before? If yes, what are the changes?
  3. Are the values for the e-mail server correct?
  4. Can the printer send an e-mail?
  5. Does it only happen to one specific e-mail?
  6. Does it only send to specific criteria?

 

 

 

 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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