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Information Required to Escalate Fax Issues

Document ID:FA868
 
03/04/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements;

Solution

Overview


Collect or capture all information below before opening an escalation item.

IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.

 

Before you begin


Proceed below only after following all suggestions in the Fax Troubleshooting article.

 

Step 1: Gather mandatory information below for ALL escalations.
 

  • Customer Information
    • Account Name
    • Account Address
    • Customer Name
    • Phone Number
    • Email Address
       
  • Lexmark Device Machine Type/Model
     

IMPORTANT! Please utilize this escalation template:

[PROBLEM DESCRIPTION]

  • Problem frequency
  • Readily repeatable or random issue
     

[SETUP or ENVIRONMENT] to include:

  • Number of affected devices (include Lexmark and/or non-Lexmark printers)
  • New roll out or new installation
     

[STEPS TO REPRODUCE]
[ACTUAL BEHAVIOR]
[EXPECTED BEHAVIOR]

 

Step 2: Log collection varies per model and printer firmware code.


If... Then...
Your device is included on the supported printers found in Document ID: FA958...

Gather the following logs:

  • Logs Gzip (see article for more details on how to capture this file)
  • Menu Settings Page
     

Then proceed with selecting a topic from the list below to view additional requirements specific to your issue.

Note: Bypass Embedded Solution Log File, Bundle Information, and History Information log collection as this log are NOT required if Logs Gzip is provided.

Return to main Escalation Checklists page
 


Your device is NOT included on the supported printers found in the article above...
 
Proceed with the succeeding steps.

 

Step 3:  Gather common requirements for all Fax-related issues.
 

Common Requirement Relevance How to obtain

Report a Fax Problem

Note: This applies to all Network-connected MFPs.

The electronic fax checklist program provides a way to easily gather all necessary debug/information from the device in one step.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select Report a Fax Problem.

3.  Fill out the Fax Event Check list with necessary information, and then click the Submit button.

4.  Save the file; e.g., checklist.html.

Menu Settings page
This document contains all the printer settings and running firmware code.
 

On the printer, press Menu > Reports > Menu Settings Page; or click here for more information.

 

Step 4: Select a topic from the list below to view additional requirements specific to your issue.
 

Return to main Escalation Checklists page
 


Sending or Receiving a Fax


IMPORTANT! It is REQUIRED to gather the following logs described below for STANDALONE MFPs experiencing Sending or Receiving a Fax issue. The following logs will NOT be required if you have submitted a Report a Fax Problem for Network-connected MFPs.

Sending a Fax Issue Requirement  Relevance How to obtain

Fax Job Log

Provides a summary of all MFP tasks for the last 200 fax jobs; e.g., Driver/Send, Scan/Send, Received/Forward, Received/Print. On the printer, press Menu> Reports> Fax Job Log.

All T30 Logs

Shows the T30 log of the last fax call. Press **411 to access the Fax SE menu and then select Fax Settings > Print Logs > All T30 Logs

Fax Setup Page Log

Indicates how the fax related settings is setup. Press **411 to access the Fax SE menu and then select Fax Settings > Print Logs > Print Fax Settings.

Fax Call Log

Provides a summary of fax dialing history for the last 100 jobs; this log does provide the fax error code, which is useful when attempting to troubleshoot issues. On the printer, press Menu> Reports> Fax Call Log.
Receiving a Fax Issue Requirement Relevance How to obtain

Fax Job Log

Provides a summary of all MFP tasks for the last 200 fax jobs; e.g., Driver/Send, Scan/Send, Received/Forward, Received/Print. On the printer, press Menu> Reports> Fax Job Log.

All T30 Logs

Shows the T30 log of the last fax call. Press **411 to access the Fax SE menu and then select Fax Settings > Print Logs > All T30 Logs.

Fax Setup Page Log

Indicates how the fax related settings is setup. Press **411 to access the Fax SE menu and then select Fax Settings > Print Logs > Print Fax Settings.
Caller ID Log Provides caller ID (when available) information for the last 40 incoming calls. Press **411 to access the Fax SE menu and then select Fax Settings > Print Logs > Print Caller ID logs.

 

Return to topics


Fax from Computer
 

Requirement Relevance How to obtain
Driver Type used

Info is used for simulation and analysis.

Note: Post Script (PS) is recommended.

1.  Click StartPrinter and Faxes (Windows XP) or Device and Printers (Windows 7).

2.  Right-click on the Print Queue used for faxing, and then select Printer Properties.

3.  Select About tab, capture a screenshot, and then paste to MS Word, PowerPoint or any document processor application.

 

Return to topics


Fax Forward to E-mail
 

Requirement Relevance How to obtain

History Information log

Note: Required for printers NOT included on the supported printers found in this article; this log is NOT required if Logs Gzip is provided.

This document contains History Information of the machine.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select History Information.

3.  Save the file.

 

Return to topics


Fax Forward to FTP
 

Requirement Relevance How to obtain

History Information log

Note: Required for printers
NOT included on the supported printers found in this article. This log is NOT required if Logs Gzip is provided.

This document contains History Information of the machine.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select History Information.

3.  Save the file.

Screenshot of FTP settings
This is used for checking whether FTP settings are correct.
 
Copy the screen display of FTP settings then paste to MS Word, PowerPoint or any document processor application.

 

Return to topics


Fax Forward to eSF
 

NOTE: These apply to all network-connected MFPs. Embedded Solution Log File, Bundle Information, and History Information log are required for printers NOT included on the supported printers found in this article. This log is NOT required if Logs Gzip is provided.

Requirement Relevance How to obtain

Embedded Solution Log File

It documents all the errors or crashes experienced by the eSF apps' user.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select Embedded Solutions.

Important! Lexmark recommends to perform Clear Log File first before proceeding to the next step. This will ensure that new log files will be captured to better isolate the problem.

3.  Go to Set Logging Level, select YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging ModeReproduce the problem.

4.  Do Steps 1 and 2, and then click on Log File.

5.  Copy and Save all the entries.

Bundle Information

It provides a list of all solutions installed on the printer.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select Embedded Solutions.

3.  Select the Bundle Information.

4.  Copy and Save all the entries.

History Information log

It contains the history of printer errors and secondary crash codes, which is helpful for diagnosis.

Note: This is just the equivalent of the Event Logs that can be found from the SE web page.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select History Information.

3. Save the file.

Manual collection method:

  1. Turn OFF the printer.
  2. Press and hold 2 and 6.
  3. Turn ON the printer.
  4. Release the buttons after ten seconds
  5. From the Config Menu, Select Reports and select Print Log

Note: The instruction above is just an example and might vary from one printer model to the other when accessing Config Menu.

Exported System Information

This file contains comprehensive information on your computer's configuration.

1.  Click the Start menu > Programs > Accessories > System Tools System Information.

2.  Click File and Save.

Fax Forward .ucf

This contains the configuration on how the specific ESF application is set up.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address, e.g.,http://192.168.1.2
  3. Press Enter.

2.  Select Settings > Embedded Solutions.

3.  Select Fax forward eSF, and then click on Configure > Export.

4.  Save the file.

 

NOTE: For 900 issues related to Fax, you may also refer to the 900 checklist.

 

Return to topics


Additional information
 

If you have any questions or encounter problems when collecting the data required above, please contact your next level of support or Lexmark Technical Support for any additional suggestions.

Additional information may be requested by the support agent.

 



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