Thank you for your feedback



Information Required to Escalate 900.xx Issues

Document ID:FA876
 
05/30/13 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 900.xx-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.

Logs Gzip

Note: Applies to all Network-connected MFPs

This is a compressed file which contains all the logs from the printer's SE page.

Note: Click here for more details (e.g., supported printers, special considerations).

1. Open printer's Web interface.

To do this:

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

2. Select Logs Gzip Compressed to download the file.

3. Save the file.

History Information Log

Important! This log is NOT required if Logs Gzip is provided.

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:

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

2. Select History Information.

3. Save the file.

Note: This option applies to all Network-connected MFPs.

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.

 

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

Return to main Escalation Checklists page
 

900.xx Boot Up Failure


NOTE: Please disregard common requirements noted above.

Requirement Relevance How to obtain

Try capturing secondary crash code.

Note: This is necessary if the printer is unresponsive and the error won't disappear even when turning the printer OFF and ON.

Used to better understand what causes the 900 error.

While the 900 Service error is displayed on the operator panel, obtain the secondary crash codes. Take precise note of this information displayed.

1.  Press and hold down the buttons in the order described in the button combination column of this article.

2.  The printer will display the secondary code(s) for that error.

3.  If there is too much information to be displayed all at once on the printer, press the <Menu> buttons (Right or Left) or (Up and Down) to scroll through the complete code.

4.  See an example below for what this crash code might look like.

  • 900.00: '833 P4. LDTF_Main 0042-0013 page4/pmap2/ldskutils.c-1015:DPM_CRASH‘ – PTR 341065
  • 900.00 Firmware Error 934 P4SCIP 004B-0001 page4/scan/p44fs.c-262: P4SC_CRASH

Note: This code will also contain the sub code information on later generation products.

 

Return to topics


900.xx Error related to Copying


NOTE: No additional requirements needed. This includes any error when making a scan job; e.g., Copy, Scan Profile, TWAIN Scan, Scan-to-Email, Scan-to-FTP.

 

Return to topics


900.xx Error related to DLE
 

Requirement Relevance How to obtain

Type of DLE installed; e.g., IPDS, Forms and Bar Code Card, Forms Merge, Prescribe, PrintCryption)


Used to isolate specific DLE issues.
 
This can be obtained via the menu settings page under Installed Options and by verifying it from the customer.

 

Return to topics


900.xx related to Printing
 

Requirement Relevance How to obtain

Original File and Spool/PRN File

Captured files that allow the problem to be reproduced; or, at the very least, provide a print file (.prn) as processed by the default printer driver.

1.  From the application, open the Print Dialogue box prior to printing.

2.  Enter a check in the Print to file check box.

3.  Click Print.

4.  You will be asked to the save a .PRN file instead of
printing it.

Connection Type used Info  used for simulation and analysis. E.g., USB, Ethernet, Wireless, Twin-ax, parallel, or other serial connection.
Network topology: Is the issue only observed with a specific connection type? Used to isolate network issue. Verify from the customer if the printer is connected to an Ethernet network (switches, hubs, routers, VNCs, others).
Driver Type and Driver Version Info is used for simulation and analysis.

Go to Printing Preferences > Help > About Tab, and take a screen shot.

Or, Go to Printer Properties > About Tab, and take a screen shot.

 

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.

 



Link:
Please enter the email address you would like to send a copy of this page to.