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Information Required to Escalate DLE Issues

Document ID:FA875
 
08/21/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; Image Quick; Barcode; PrintCryption; Prescribe; Downloadable Language Emulator;

Solution

Overview


This article serves as a guide to gathering necessary information before opening an escalation item for Downloadable Language Emulator (DLE)-related issues.

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 DLE-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.

Spoolfiles / PRN Files Info is used for simulation and analysis. Enduser provided
Hextrace
Info is used for simulation and analysis.
 
Enduser provided
Print Samples
Info is used for simulation and analysis.
 
Enduser provided

 

Step 3: Click on the DLE to view additional requirements specific to your issue.
 

Return to main Escalation Checklists page
 


Image Quick
 

Requirement Relevance How to obtain
Copy of Image involved
Info is used for simulation and analysis.
 
Enduser provided
Copy of Bookmark link involved
Info is used for simulation and analysis.
 
Enduser provided
Provide Detailed Description of Symptom or Failure
Info is used for simulation and analysis.
 
Enduser provided

Return to topics


Barcode
 

Requirement Relevance How to obtain
Barcode being printed
Info is used for simulation and analysis.
 
Enduser provided
Copy of Bookmark link involved
Info is used for simulation and analysis.
 
Enduser provided
Code sequence used to call the barcode
Info is used for simulation and analysis.
 
Enduser provided

Return to topics


PrintCryption
 

Requirement Relevance How to obtain
Version of PrintCryption software (port monitor)
Info is used for simulation and analysis.
 
Enduser provided
Provide Detailed Description of Symptom or Failure
Info is used for simulation and analysis.
 
Enduser provided

Return to topics


Prescribe
 

Requirement Relevance How to obtain
If... Then submit...
Printing output differs from KYOCERA
  • The print output on KYOCERA, and
  • The print output on LEXMARK
Macros or fonts not working The specific Macro files or font files being used
A Prescribe II command not working and it is listed as being supported in the PRESCRIBE EMULATION technical reference guide. Include the Prescribe command being used.
The Prescribe II command is not supported. A special product request will have to be submitted for consideration.
Info is used for simulation and analysis. Enduser provided
Provide Detailed Description of Symptom or Failure
Info is used for simulation and analysis.
 
Enduser provided

 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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