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Information Required to Escalate Scan Application Issues

Document ID:FA1008
 
04/07/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; Lexmark Scan Center; Lexmark Printer Home; LPH; Presto page manager; Scan to Application; Scan profile; Scan via EWS; Scan back utility; Image Capture Application; Macintosh ICA; Scan apps;

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.

 

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: Gather common requirements for all Scan Apps-related issues.
 

Common Requirement Relevance How to obtain
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.
 
System Information This file contains comprehensive information on your computer's configuration.

For Windows Operating Systems only:

  1. Click the Start menu > Programs > Accessories > System Tools System Information.
  2. Click File and Save.

 

Step 3: Click on the application name to obtain additional requirements specific to your issue.
 

Return to main Escalation Checklists page
 



Lexmark Scan Center
 

Requirement Relevance How to obtain
Scan Center version
Info is used for simulation and analysis.
 
Click the Start menu > Programs and Features for Windows 7 or Add/Remove Programs for Windows XP.
Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Screenshots for specific error messages (if any)
Info is used for simulation and analysis.
 
Utilize the Print Screen feature.
Twain Driver logs; i.e., Twain, Scan Core, or LCS logs
Info is used for simulation and analysis.
 

Contact Lexmark Technical Support for assistance.

 

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Scan to Application
 

Requirement Relevance How to obtain
Application version used
Info is used for simulation and analysis.
 

Enduser provided

Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Screenshots for specific error messages (if any)
Info is used for simulation and analysis.
 
Utilize the Print Screen feature.

USB-based Push scan logs

Note: This is required for older devices only.

Info is used for simulation and analysis.

Contact Lexmark Technical Support for assistance.

 

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Scan Profile
 

Requirement Relevance How to obtain

Logs Gzip


This file contains all the printer's settings and information.
 

Click here for an article.

IMPORTANT! If your device is NOT included on the supported printers found in the article above, additional information may be requested by the support agent.

 

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Image Capture Application (ICA)


Requirement Relevance How to obtain
System Profiler This displays the OS X version, processor, memory information, a Software Update button, and a More Info button.
  1. Click on the apple icon located in the upper-left corner of the Apple menu bar.
  2. Click on About This Mac
  3. Click on More Info, and then save.

Logs Gzip


This file contains all the printer's settings and information.
 

Click here for an article.

Driver version used
Info is used for simulation and analysis.
 
Enduser provided
Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Scan logs Info is used for simulation and analysis.
  1. Navigate to Macintosh HD/Library/Printers/Lexmark/scan/.
  2. Zip the folder.
Lexmark ICA Driver logs
Info is used for simulation and analysis.
 

Contact Lexmark Technical Support for assistance.

 

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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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