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Information Required to Escalate AS/400 Issues

Document ID:FA881
 
08/26/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; IBM systems; Application system/400; PSFCFG; PSF Config; WSCST; Workstation Customizing Object; AS400; HPT; Host Print Transform;

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.

 

Before you begin


Proceed below only after validating that all recommended AS/400 settings (for both IPDS and Non-IPDS printing) are set accordingly. Please click the appropriate link below to view recommended settings.


 

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 AS/400-related issues.
 

Common Requirement

Note: Also applies to Installation Issues

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.

Device Description (DEVD) This holds information regarding printer information used on the AS/400. Click here for an article outlining the steps.
Output Queue (OUTQ) This holds information regarding writer used by device description.

PSF Configuration

Note: Required if using PSFCFG. If not using PSF, please specify the Application Name and Config File.

Shows host configuration used when setting up AS/400 with Lexmark printers.

1.  Open an AS/400 terminal and type the command:

WRKPSFCFG <name of psfconfig>

2.  Get a screenshot and paste on text editor such as MS Word.

3.  Save the file as PDF.

Workstation Customizing Object (WSCST)

Note: Required if using WSCST.

Info is used for simulation and analysis.

1.  Open an AS/400 terminal and type the command:

RTVWSCST and press Enter.

2.  In the Retrieve WSCST source (RTVWSCST) window, fill out the following fields:

  • Device Type: *TRANSFORM [press F10 for more keys]
  • Manufacturer type and model: *LEXMARKT634 [or press F4 to display more options and choose printer model]
  • Source Member: LXKT650 [or you can have any name]
  • Source File: QTXTSRC [or use other existing source file]
  • Library: QGPL
  • Text Description: [optional]

3. When done, press Enter.

Note: *Manufacture type and model = MFRTYPMDL
*Source member = SRCMBR
*Source file = SRCFILE

 

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

Return to main Escalation Checklists page
 

Print Quality Issue 
 

Requirement

Relevance How to obtain

Sample output or Print samples

Note: Needed for output related issues.

Info is used for simulation and analysis. Get bad output sample:

1.  Print bad output.
2.  Highlight sections printed incorrectly.
3.  Label with

  • printer model;
  • code level;
  • file name of job used to print bad output.
     

Get good output sample:

1.  Print good output.
2.  Highlight sections printed correctly.
3.  Label with:

  • printer model;
  • code level;
  • file name of job used to print good output.
Fonts List Holds the list of resident fonts installed in the printer

For PS, PCL or PPDS:

Go to Menus > Reports > Print Fonts.

Note: Select either PCL Fonts, Postscript Fonts, PPDS Fonts.

For IPDS:

Go to Menus > Option Card Menu > IPDS Menu > EMULATION > Print Resource List.

Note: Scan these back as PDF.

Directory List Info is used for simulation and analysis.

Go to Menus > Reports > Print Directory.

Note: Scan back as PDF.

Spool File

Note: If Spool File is not available, please submit a Network Trace.

Info is used for simulation and analysis.

Note: For Network Trace this wireshark trace captures all the network traffic on the printer and provides detailed information for network analysis.

For Spool File, click here to view the steps.

For Network Trace, click here to view the steps.

 

Return to topics


Workflow Issue
 

Requirement Relevance How to obtain
Status of printer after error occurred Info is used for simulation and analysis. Describe the printer’s status.
  • Is printer in Ready state?
  • Is printer in Error state?

    Note: If yes, what is the error code and message?
Steps to reproduce
Info is used for simulation and analysis.
 
Important! Provide a list of the steps performed before encountering the error.

 

Return to topics


Additional information
 

If you have any questions or encounter problems when collecting the data required above, please contact your Lexmark Technical Support for any additional suggestions.

Additional information may be requested by the support agent.

 



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