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BackEscalation checklist
LSP Premise Escalation Checklist |
Document ID:FA886 |
| 09/11/12 | Properties |
Environment
Solution
Overview
Before you begin, make sure you have captured all primary requirements. Click here and follow Step 1 before returning to this article.
Obtain all information found in this table then submit to your Lexmark Technical Support representative for the escalation.
| Requirement | Relevance | How to obtain |
| Problem description | Info used for analysis | Enduser or Technical Support provided. |
| Background Infrastructure | ||
| How many servers? | Info used for analysis | Enduser provided |
| How many children (child servers) | N.A. | N.A. |
| Is LDAP being used? | N.A. | N.A. |
| Version Information | N.A. | N.A. |
| LSP version | N.A. | N.A. |
| Database version | N.A. | For example, Microsoft SQL 2005, Microsoft SQL 2008 R2 or other. |
| SharePoint version | N.A. | Include service pack or patch levels. |
| LSP Server and Server Based Component Information | ||
| SP/LSP logs | N.A. |
SP/LSP logs are in C:\Program Files\Common Files\Microsoft Shared\Web Server Extensions\12\LOGS Click here for more information on how enable debug mode. |
| Lexmark TPA (Transport Protocol Adapter) log | N.A. | Navigate to C:\Program Files (x86)\Lexmark Solutions\LOGS or for 32bit systems C:\Program Files\Lexmark Solutions\LOGS |
| DEBUG level logging can be configured within the TransportProtocolAdapter_log4net.config file | N.A. |
|
| Internet Information Service (IIS) logs that may be useful: | N.A. |
Navigate to both C:\inetpub\logs and C:\Windows\System32\LogFiles\HTTPERR |
| If the issue is specific to just one or two MFPs or SFPs, where all others in the fleet are fine: | N.A. | Capture a Menu Settings from the specific printer (s) Capture /se logs via EWS > embedded solution logs ( Must be captured right away after the error and with debugging enabled) |
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.