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Main Escalation Checklist Index

Document ID:FA861
 
06/16/14 Properties  

Problem

Main escal checklist page; Table of contents; TOC; Requirements before escalating; Escal data required; Firmware escalation checklist; Requirement for escalated issues; General requirements; Needed info before escalating; Escal requirements; Escalation Check List; Information needed when escalating; How to escalate; Check list escalation; Product Specialist escalation list; Escalation process; Information Capture when escalating case; Level two; Level 2; Level three; Level 3; PE; Product engineering reqs;

Solution

Overview


This article serves as a guide to gathering necessary information 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 Primary Requirements for all Firmware-related issues; i.e., Firmware errors, Network, Security, Embedded Solutions, Management Apps, and Fax.


IMPORTANT! Collect the following requirements if you are experiencing issues which may be related to firmware. Should you have issues specific to a certain function or feature, proceed with Step 3 for the checklist specific to your issue. 

If there are working printers on site, always get comparison logs, and then send both sets of logs. This will help in comparing the settings from a working device with one that has 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.

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. This also contains fwdebug for the last three (3900 errors as long as auto reboot is enabled.

Important! Do NOT power off the device. Powering off the device will erase everything.

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; e.g., logs.tar.gz.

Tip! If you cannot access the printer's web interface on the following devices, then follow the button sequences in the table while the printer/MFP is being powered on.

2008-2010 Models: X46x, X65x, X73x, and X86x
2010 Models: C950, X548, X74x, X792, X925, and X95x

Key Sequence Purpose
Press STOP + GO (Start) Enable the remote gathering of /se debug information while the device is in a crash status.
Press 2 + GO Obtain additional information while the device is in a crash status.

Notes:

  • You should see an extra debug display on the screen. This should hopefully bring the network up and running to enable log capture.
     
  • Depending on the severity of the crash, the above steps do not always work as in some cases the system cannot be restored to a stable point for network access.
     

Click here for more details on Logs Gzip; i.e., supported printers, collection, and special considerations.

Exported Embedded Solutions Settings

This contains the configuration on how the eSF application is set up.

1.  Open printer's Web interface.

To do this:

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

2.  Select Settings, select Import/Export, and then click Export Embedded Solutions Settings File.

Exported Security Settings This contains the configuration on how the security settings of the printer is set up.

1.  Open printer's Web interface.

To do this:

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

2.  Select Settings, select Import/Export, and then click Export Security Setups File.

Exported Device/Printer UCF Settings This contains the configuration on how the base settings of the printer is set up.

1.  Open printer's Web interface.

To do this:

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

2.  Select Settings, select Import/Export, and then click Export Settings File.

Note: The log below is optional.

History information

Important! This log is required if Logs Gzip is unavailable.

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. Copy and Save the file.

 

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

Firmware-related topics

IMPORTANT! For firmware-related issues, be sure to gather all logs indicated in Step 2.

Non-Firmware-related topics

Firmware-related topics

Category
Link to Article
Coverage
Built-in Function Fax-related Issues Sending/Receiving a Fax
Fax from Computer
Fax Forward to E-mail
Fax Forward to FTP
Fax Forward to eSF
Copy Scan Quality
Workflow issue
Scan to email Unable to Send
Scan Quality
Workflow issue
E-mail Alerts
Scan to FTP

Unable to Send
Scan Quality
Workflow issue

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Firmware Errors 900.xx Errors 900.xx Boot Up Failure
900.xx Error related to Copying
900.xx Error related to DLE
900.xx related to Printing
976.xx Network Software Errors All
Firmware Others

DLEs

Image Quick
Barcode
PrintCryption
Prescribe

(Under construction!)

UCF and NPA request 
Supply Notification
Functionality/Feature/menu option
Homescreen Customization

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Network and Security

Security Issues

802.1x
Active Directory
Addressbook
Internal Account
Kerberos
LDAP + GSAPPI
LDAP
Password
Secure Audit
SNMP
Network Connectivity

All network-related issues

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Embedded Solutions (eSF) eSF Application Issues

Deployment Issue
Card Copy
Eco Copy
Device Quota
Email to Self
Fax Forward
Forms And Favorites
MFP Usage
Scan to Hard Drive
Scan to Network
Scan to Sharepoint
Scan to Docuware
Downtime Reports
eDas and RegisterME
Interact for Lexmark
Other eSF Apps Not Listed

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Management Apps

MarkVision Enterprise

All
MarkVision Professional

All

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Non-Firmware-related topics

Category
Link to Article
Coverage
Print-Related Issues Microsoft Windows Driver Compatibility
Driver Feature/Preferences
Installation and Deployment
Print Output Quality or Anomaly
Print Performance

Macintosh
AS/400
Unix/Linux
Citrix
Novell
Mainframe
AirPrint

All

 


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Scan-Related Issues Scan Applications Lexmark Scan Center
Scan to Application
Scan Profile/EWS
Image Capture Application

(Under construction!)

Lexmark Printer Home
Presto page manager
Scan back utility

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Enterprise Solutions

Distributed Intelligent Capture
Pharos
Lexmark Solutions Platform (LSP Premise)
Lexmark Fleet Manager (LFM)
Lexmark Print Management (LPM Premise)
Forms Composer and Forms Manager

(Under construction!)

Education Station
Other Solutions

All

 

 

 

 



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Hardware-related

Hardware Issues

Paper Jams
Print Quality Issues
No Power Issues
Supplies Issues
Media Issues
Replacement Parts Issues

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Contact Lexmark
 

If you have any questions or encounter problems when collecting the data required in any of the links provided above, please close this window, go to your product's support page and locate  Get In Touch with Lexmark! for contact information. NOTE: When calling for support, you will need your printer model/machine type and serial number (SN).

Please be near the products described in this article to expedite the support process and reduce callbacks.

 



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