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Software and Hardware Escalation and Troubleshooting Checklists (September 2011) |
Document ID:FA701 |
| 09/04/12 | Properties |
Problem
Environment
Escalation checklist
Solution
Overview
Whether or not you are self-diagnosing a printer-related anomaly or escalating an issue with Lexmark's product engineering team, the documents listed below are valuable.
IMPORTANT! You should utilize all available technical support resources before electing to escalate issues with members of our engineering team.
Benefits and Required Information Data
The documents in this article serve several purposes:
- -Provide highly recommended specific "need-to-know" questions that are often required to understand and alleviate issues.
- -Provide a necessary checklist required by engineering teams in the event that an issue needs to be moved to an escalation.
- -Provide preliminary information required to open a Service Request (SR) ticket with Technical Support.
- -Provide a fundamental understanding of the types of variables that may affect printing or other MFP/printer functionality.
Diagnosis Information and Possible Escalation Required Information
| Topics (Issue) | (.PDF) Escalation Requirements Checklist |
| Operating Systems | |
| AS400 | Click here |
| Citrix | Click here |
| Driver (New '11) | Click here |
| Windows | Click here |
| Macintosh | Click here |
| Unix and Linux | Click here |
| Novell | Click here |
| Other | |
| Network Issues (New '11) | Click here |
| DLE (Downloadable Language Emulators: Barcode, PrintCryption, ImageQuick) | Click here |
| OptraForms | Click here |
| Hardware Quality or Color Matching | Click here |
| Hardware | Click here |
| Network Administration tools | |
| MarkVision Professional | Click here |
| MarkVision Enterprise (New '11) | Click here |
| 900/Firmware (New '11) |
Click here for additional troubleshooting information. |
| Printer Firmware | Click here |
| InkJet | Click here |
| Solutions | |
| eSF Applications (New '11) | Click here |
| Pharos | Click here for .doc escalation submission form. |
| Lexmark Document Distributor (LDD) or (LDSS) | Click here |
| Fax | |
| Faxing (New '11) | Click here |
RECOMMENDED: Print and provide required checklist information before you initiate an escalation with Lexmark Technical Support.
Contact Lexmark
Please see Contact information to initiate all escalations with Lexmark Technical Support. NOTE: When calling for support, you will be asked for your printer machine/model type and serial number (SN).
Please be near the products described in this article, and be prepared to submit all escalation information to technical support. This will expedite the support process and reduce call-back situations.