Information Required to Escalate Scan to Copy Issues

Document ID:FA930
 
01/17/13 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 COPY escalation topics 

Scan Quality

Workflow issue

 

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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 Copying? If no, check for possible hardware issue.
  4. Is the problem seen when using copy shortcuts? If yes, is it specific to one shortcut?
  5. Is the problem seen to specific copy 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 copy 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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  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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