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Information Required to Escalate Citrix & Terminal Services Print and Driver Issues

Document ID:FA882
 
04/08/14 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.

 

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 Citrix and Terminal Services print and driver-related issues.
 

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.
 

Driver Type and Version used

Info is used for simulation and analysis.

For Windows Operating Systems:

1.  Go to Start > Control Panel > Printers or Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties or Printer Properties.

3.  Go to About tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About tab and take a screenshot.

Customer's printing environment:

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
     
Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients
Info is used for simulation and analysis.

For Windows Operating Systems:

1.  Click on Start > Run

2.  Type “msinfo32”, and then click OK.

3.  Click on File > Save .NFO.

Note: From a Run Dialog type Winver to display the Windows Version and Service Pack information.

How is the printer attached? Info is used for simulation and analysis.
  • Ethernet
  • Wireless
  • USB
  • Other
     

Note: For network attached printers (i.e., ethernet or wireless), specify the port monitor type used for printing.

What datastream is being used? Info is used for simulation and analysis.

Enduser provided;

  • PS
  • PCL
  • PCL 5

Application Information; e.g., application name, version, software developer & background info

App info can help in understanding the cause of the error. Enduser provided
Citrix XenApp version being used Info is used for simulation and analysis. Enduser provided
Versions of Metaframe being used
Version of Citrix Client or Citrix Receiver being used
List of Citrix Policies set for print queue redirection in the Citrix environment
Is printer auto creation being used?
How are the drivers being installed?
If client / server environment, how were the drivers installed to the client?
Original document file from application
For network attached printers, what port monitor type is being used for printing
Print samples showing the failure
One diagram of the Printing Environment of the customer (if available)
Provide Hextrace (if applicable)
Is it Citrix Thin Client Environment?
Provide Event viewer snapshot of the Citrix/Terminal Server.

 

Step 3: Select a topic from the list below to view additional requirements specific to your issue.
 

Return to main Escalation Checklists page
 



Driver Feature


Requirement Relevance How to obtain
Specific Driver Feature/Configuration that is/are not working? Info is used for simulation and analysis.

1.  Go to Start > Control Panel > Printers or Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties or Printer Properties and Printing Preferences.

3.  Please provide screenshots of the driver feature or configuration settings.


Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)
 
Info is used for simulation and analysis. Enduser provided
Print-to-File (.prn file)
It is the print job itself and is useful for reprinting the job to recreate the issue.
 
Click here  to view the steps on how to the create a .prn file.
Copy of the Bad Output and, if available, the desired Output as well
This is used to confirm whether the result of simulation is the same with what the customer is seeing.
 
Enduser provided

 

Return to topics


Installation and Deployment

 

Requirement Relevance How to obtain

How are they installing/deploying the Lexmark driver? Is it through Silent Install / Uninterrupted Installation? Batch Deployment? Single Installation?
 
Info is used for simulation and analysis. Enduser provided
Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)
Info is used for simulation and analysis.
 
Enduser provided
Screenshot of the error / message prompt that they are seeing
Info is used for simulation and analysis.
 

Enduser provided

 

Return to topics


Print Output


NOTE:
Try sending the file via FTP. If the driver is bypassed by sending the RAW data file directly via FTP, and the issue is still observed, it is most likely a printer firmware issue. 

Requirement Relevance How to obtain

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)
 
Info is used for simulation and analysis.

Enduser provided

Print-to-File (.prn file) It is the print job itself and is useful for replaying the job to recreate the issue.

Click here  to view the steps on how to the create a .prn file.

Copy of the Bad Output and, if available, the Good Output as well
This is used to confirm whether the result of simulation is the same with what the customer is seeing.
 

Enduser provided

 

Return to topics


Print Performance


Requirement Relevance How to obtain

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)
 
Info used for simulation and analysis.

Enduser provided

Print-to-File (.prn file)
It is the print job itself and it is useful for replaying the job to recreate the issue.
 

Click here  to view the steps on how to the create a .prn file.

 

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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