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Information Required to Escalate MVE Issues

Document ID:FA893
 
04/23/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; MarkVision Enterprise;

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 all requirements to escalate any MVE-related issues.
 

Return to main Escalation Checklists page
 

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.

MVE version and upgrade history
Info is used for simulation and analysis.
 

See application "About" in the upper right-hand corner of the MVE User Interface, and obtain the MVE version and build information.

Tomcat folder This folder contains all MVE related logs.

Capture this log file immediately following the failure.

  1. Locate the MVE default install directory. The typical path would be C:\Program Files > Lexmark > MVE > Tomcat > Logs folder.
  2. Zip this file and send it to Lexmark Technical Support.

Database used; specify the version

Note: E.g., Firebird, MS SQL Server


This is useful information when evaluating possible database issues.
 
If you performed the default installation, this database will default to Firebird. Otherwise, most administrators will know if they have installed and configured the database for Microsoft SQL Server.

Specify the ​corresponding models for the number of printers affected

Info is used for simulation and analysis.

Provide an approximation ​if the exact number of printers cannot be determined.

E.g., Customer's Fleet Total - 1000 E360s, 500 X466s, and 250 ​MX711s, etc.

Exported System Information
This file contains comprehensive information about a computer's configuration.
 
From the Start Menu, navigate to Programs > Accessories > System Tools > System Information.
Screenshots of the problem
Info is used for simulation and analysis.
 
Enduser provided

 

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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