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Information Required to Escalate 'Pharos' Issues

Document ID:FA885
 
09/09/13 Properties  

Environment

Escalation checklist

Solution

Overview  
 

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

Pharos Alerts

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

Blueprint version

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

Enduser provided

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:

Windows 2003

C:\Documents and Settings\All Users\Application Data\PharosSystems\Blueprint\Logs (Windows 2003)

Windows 2008 (hidden folder by default)

C:\Program Data\PharosSystems\Blueprint\Logs

Send the taskmaster.log, bediservice.log files
General Information required Needed for all eSF escalations Click here for more information.

  

 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.



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