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BackEscalation checklist
Information Required to Escalate Hardware Issues |
Document ID:FA870 |
| 09/05/12 | Properties |
Environment
Solution
Follow these steps to initiate an escalation with Lexmark's product engineering team.
Step 1: Menu Settings
A copy of the device's Menus Settings is required for ALL escalations. Click here if your uncertain how to obtain this information.
Product engineering and development teams value this information since it displays all the printer's critical configuration setting values.
Step 2: Capture the remaining requirements based on symptoms observed.
Step 3: After collecting the required information for escalation, contact Lexmark Technical Support for further assistance.
| Requirement | Relevance | How to obtain |
| Paper media specifications |
Info used for simulation and analysis Brand; Type; Weight; Size; Grain etc. |
Enduser provided |
| Printer Settings | Info used for analysis | See Step 1 above. |
| Printer Error codes and secondary error codes/Event Logs | Info used for analysis | Enduser provided |
| Environmental Factors |
Info used for analysis Temperature, humidity, other conditions can affect printer performance. |
Enduser provided |
| Specifics surrounding error codes; media condition at the time the printer experienced the failure | Info used for analysis | Enduser provided |
| If possible, an image of the jammed paper near the location of the printer jam. | Info used for analysis | Enduser provided |
| Previous service actions performed and install dates, if possible | Parts replaced and service notes | Enduser or agent provided |
| Provide detailed description of symptom or failure. | Info used for analysis | Enduser provided |
| Step-by-step instructions to reproduce this observed behavior | Info used for analysis | Enduser provided |
Print Quality Issues (Copy Quality)
| Requirement | Relevance | How to obtain |
| Print Quality Pages | Info used for analysis | Enduser provided |
|
Original Page or Image being copied Scanned samples of print failure |
Info used for analysis | Enduser provided |
| Menus Settings Page | Info used for analysis | See Step 1 above. |
| Supplies information | Cart Part Numbers, Date Codes, Cart Chip Color are all important for the diagnosis and analysis. | Enduser provided |
| Paper media specifications | Info used for simulation and analysis
Brand; Type; Weight; Size; Grain; etc. |
Enduser provided |
| Copy samples from ADF or Flatbed | Info used for analysis | Enduser provided |
| Previous service actions performed and install dates, if possible | Parts replaced and service notes | Enduser or agent provided |
| Requirement | Relevance | How to obtain |
| Power cable topology | An exact description of the printer power connection used for diagnosis | Enduser provided |
| Lights on the printer that do come on | Info used for analysis | Enduser provided |
| Power outages | Info used for analysis | Enduser provided |
| UPS/Surge protectors | Info used for analysis | Enduser provided |
| # of printers affected | Info used for analysis | Enduser provided |
| Options installed or attached | Info used for analysis | Enduser provided |
| Sounds or noises description | Info used for analysis | Enduser provided |
| Beeps and number of beeps | Info used for analysis | Enduser provided |
| Environmental conditions | Info used for analysis | Enduser provided |
| If possible, previous service actions performed and install dates of any replaced printer components | Info used for analysis | Enduser provided |
| Requirement | Relevance | How to obtain |
| Supplies information | Cart Part Numbers, Date Codes, Cart Chip Color are all important for the diagnosis and analysis. | Enduser provided |
| Starter toner or Aftermarket toner cartridge | Info used for analysis | Enduser provided |
| Product information | (Machine Type Model, Serial Number, TLI, Region) is important for the analysis | Enduser provided |
| Environmental conditions |
Info used for analysis Temperature, humidity, other conditions can affect printer performance. |
Enduser provided |
| Print 'Quality' pages | Info used for analysis | Enduser provided |
| Device Statistics | Info used for analysis | Enduser provided |
Provide the following in the event that a media-specific issue requires investigation:
- Media Samples – (Mailed directly Call Center or Country Specialist)
- Media Specs (Brand, Type, Weight, Size, Grain, etc…)
- Specified # of requested sheets – 1 Ream (500 Sheets)
- Menu Settings Pages
- Print Quality Pages (If Applicable)
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.