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Information Required to Escalate Lexmark Print Management 'Premise-based' Print Release

Document ID:FA948
 
07/15/13 Properties  

Problem

LPM; LDD;  Secure Release;  Secure Print Release;  LDD Print Release

Solution

Premise LPM* Escalation Checklist

*Server-based Lexmark Print Management

Capture all information outlined in the list and table below.

Lexmark Support Personnel only: Before escalating an issue, make every attempt to replicate or simulate the issue and note all observations in the 'SR' ticket notes. 

 

ALL Solutions Escalations

  • Complete problem description, to include:
    • Number of affected devices
    • Operating System versions
    • Identify new roll out or new installation
    • Readily repeatable or random issue
  • All SR ticket numbers (Service Requests)
  • Company
    • Account Name
    • Account Address
    • Customer Name
    • Phone Number
    • Email Address
  • Device Machine Type/Model
  • Primary solutions requirements. Click here.  

 

Specific LPM Escalation Requirements 

Requirement Relevance

How to obtain

(Click Images to Enlarge)

  1. Detailed Problem Description
Info is used for analysis and resolution determination Complete problem description, to include:
  • Number of affected devices
  • Operating System versions
  • New roll out or new installation
  • Readily repeatable or random issue
  1. Version of both LDD and Print Release solution

 
Provides current version information

To identify the version of LDD:

  1. Launch LMC (http://loadbalancerIPaddress:9780/lmc).
  2. Click the About link.

 

To obtain version of Print Release solution:

  1. Launch LMC (http://loadbalancerIPaddress:9780/lmc).
  2. Select the Solutions tab and click the Print Release solution name.

 

  1. Are the print jobs leaving the LPM print Release Server admin tool?
General system check/status Check the print queue tab in the Lexmark Print Release Server Admin tool.
  1. Version of UPD
Universal print driver 
This is needed if the driver is contributing to a printing issue.
  1. Open Devices and Printers or equivalent.
  2. Right-click on the UPD driver icon or printer object.
  3. Click on Printer Properties.
  4. Click on the About tab.
  1. Location of LPM print queue
  • On the Load Balancer server?
  • On a dedicated print server?
  • Again, Operating system versions.
Information is required for troubleshooting print queue issues. Verify from installation. Examples: Windows 2008 Standard Server R2 x64 or Windows 2003 Standard x86.
  1. Verify the Licenses are active. (Yes/No)

 
Unlicensed product = unusable product From the LMC:
  1. Go to the System tab.
  2. Select Licenses from the System list.
  3. The list of installed licenses is displayed (Print Release requires Client, Server and MFP licenses).
  4. Ensure that you have sufficient MFP and Server licenses.
  5. Verify that the MFP and Server licenses have not expired. 

 

Note: Pilot or pre-sale versions of this solution may appear with an expired "demo" license. Since these expired licenses can display along side many functioning "real" licenses, make sure to not deduce one expired license as being a problem.

  1. LDD requires the following services to be running.
Are LDD services running? (Yes/No)


 
A stopped or missing service will effect print release solution functionality.

To verify these services are running, use the Services applet on the appropriate server by going to Settings > Control Panel > Administrative Tools > Services.

 

  • Database Server +*
    • Firebird Server – Default Instance
    • Lexmark Solutions Backup and Restore Agent
  • Load Balancer Server +*
    • Apache2
    • Lexmark Solutions Apache Agent
    • Lexmark Solutions Web (or Protocol) Adaptor
    • Lexmark Solutions License Manager
  • Application Server *
    • Lexmark Solutions Application Server

 

+ Note: In a multi-server environment, database and load balancing servers are almost always on the same server.

* Note: In a single-server environment, these will all be the same physical server. 

  1. Print Release Log from LDD

(Viewing and exporting)

Info is used for analysis From the LMC:
  1. Go to the Solutions tab.
  2. Select PrintRelease from the Solutions list.
  3. Select Logs from the Tasks list.
  4. If you wish to save the log, click Export Report.

 
  1. LDD server lsas.log
Monitors all server activity and assists with troubleshooting process The server log information is in the lsas.log file on the LDD server.

All server activity at the selected message priority is recorded in this file.

File location:

  1. File is located in the folder Lexmark\Solutions\tomcat\logs where the server was installed.

 

Advanced logging can be enabled to increase the information in lsas.log, if requested by members of the PE team.

For example, to change the default message priority:

  1. Set the server offline.
  2. Edit the file log4j-lsas.xml from the folder Lexmark\Solutions\apps\wf-ldss\WEB-INF\classes where the server was installed.

<!-- Root Logger. -->
<root>
<priority value="warn" />

  1. Embedded Solutions Logs (Repeated from All Solutions Required)
Used to troubleshoot issues with printer communication and LDD profile performance

These logs are retrieved from the MFP's embedded webpage.

 

  1. Enter the printer's IP Address followed by /se.
    Press Enter.

Example: http://192.168.2.100/se.

  1. Select Embedded Solutions Log.
  2. Turn on Debugging mode and recreate the problem; then capture this log.
  3. Click Embedded Solutions and Log File, and then copy and paste to Notepad to save.
More advanced logging can be enabled via the se menu, if needed.  Embedded Solutions > Set Logging Level > Yes > Submit)

For Spooler Issues

  • Spooler files (.SHD and .SPL)
  • Operating system versions where spool files originated
  • Name of the print queue spooling the print jobs

 



 

Needed for analysis when a spooler crash occurs on an LPM/LDD PR print server

Note: These files should be collected for any issue other than a typical print spooler delay or individual hanging print job. 

These logs are retrieved from the the following Windows directory:

C:\Windows\System32\spool\PRINTER

 

What is .SHD?

It is a spooler metadata file that describes the print job; i.e., See What's Printing data.

Good to know

  • May not be required if .SPL contains RAW PostScript or PCL print job
  • Can be sent in place of .SPL file if the customer is concerned about data security or sensitivity
  • The .SHD file is where the print monitor gets the print job name and it is where a problem could arise.

 

What is .SPL?

It is the actual spooled print job containing Windows enhanced spool data or RAW PostScript/PCL spool data. 

 

 

Back to topics


 Contact Lexmark 

If you require additional assistance, please see Contact information. NOTE: In order to expedite the support process, please be prepared to provide all information requested above. Additional information may be requested by a member of the Support team. 

 



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