Obtain all pre-escalation information found in the table below before submitting and opening an escalation issue with Lexmark Technical Support.
|Requirement||Relevance||How to obtain|
|Info used for analysis||See Pharos Administrator > System > Alerts|
|Windows Event Viewer||Info used for analysis||Export and send logs if necessary|
|Errors displayed on the PC||Info used for analysis||Screenshot capture|
|Concise description of the issue||Info used for analysis||Enduser provided|
What is the version # of the Pharos Terminal Object?
|Info used for analysis||
See General Information below.
Pharos Administrator should be able to provide this information.
|Script used in Blueprint Terminal||Info used for analysis||Enduser provided|
|How many servers are used?||Info used for analysis||
Example: 1 Analyst and x Collectors
|Which Blueprint server is the MFP connected to?||Info used for analysis||Enduser provided|
|Are all devices being affected by this issue?||Info used for analysis||Enduser provided, please explain|
|Is the problem isolated to one particular server||Info used for analysis||Enduser provided, please explain|
|Blueprint log files||Info used for analysis||
File (folder) locations:
C:\Documents and Settings\All Users\Application Data\PharosSystems\Blueprint\Logs (Windows 2003)
Windows 2008 (hidden folder by default)
C:\Program Data\PharosSystems\Blueprint\LogsSend the taskmaster.log, bediservice.log files
|General Information required||Needed for all eSF escalations||Click here for more information.|
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.