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Information Required to Escalate Windows Print and Driver Issues

Document ID:FA869
 
11/29/13 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements;

Solution

Overview


Collect or capture all information below before opening an escalation item.

IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.

 

Step 1: Gather mandatory information below for ALL escalations.
 

  • Customer Information
    • Account Name
    • Account Address
    • Customer Name
    • Phone Number
    • Email Address
       
  • Lexmark Device Machine Type/Model
     

IMPORTANT! Please utilize this escalation template:

[PROBLEM DESCRIPTION]

  • Problem frequency
  • Readily repeatable or random issue
     

[SETUP or ENVIRONMENT] to include:

  • Number of affected devices (include Lexmark and/or non-Lexmark printers)
  • New roll out or new installation
     

[STEPS TO REPRODUCE]
[ACTUAL BEHAVIOR]
[EXPECTED BEHAVIOR]

 

Step 2: Select the topic that most closely resembles your issue and gather all requested information. 
 

Return to main Escalation Checklists page
 


Driver Compatibility
 

Requirement Relevance How to obtain
Driver Type and Version used Info is used for simulation and analysis.

1.  Go to Start > Control Panel > Printers / Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties.

3.  Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Customer's printing environment,

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
     
Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients
Info is used for simulation and analysis.

1.  Click on Start > Run.

2.  Type “msinfo32”, and then click OK.

3.  Click on File > Save .NFO

 

Return to topics


Driver Feature 
 

Requirement Relevance How to obtain
Specific Driver Feature/Configuration that is/are not working? Info is used for simulation and analysis. Please provide screenshots.

Application Information, such as, application name, version, software developer & background info

App info can sometimes help in understanding the cause of the error.

Information regarding the software or application may be found by going to;

  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)
Driver Type and Version used Info is used for simulation and analysis.

1.  Go to Start > Control Panel > Printers / Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties.

3.  Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type) Info is used for simulation and analysis.  Enduser provided

Customer's printing environment,

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
     
Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients
Info is used for simulation and analysis.

1.  Click on Start > Run.

2.  Type “msinfo32”, and then click OK.

3.  Click on File > Save .NFO

Menu Settings page This document contains all the printer settings and running firmware code.

On the printer, press Menu > Reports > Menu Settings Page; or click here for more information.

Any other printer/s working? Info is used for simulation and analysis. Please indicate printer manufacturer and model

 

Return to topics


Installation and Deployment
 

Requirement Relevance How to obtain
How are they installing/deploying the Lexmark driver? Is it through Silent Install / Uninterrupted Installation? Batch Deployment? Single Installation? Info is used for simulation and analysis. Enduser provided
Driver Type and Version used Info is used for simulation and analysis.

1.  Go to Start > Control Panel > Printers / Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties.

3.  Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type) Info is used for simulation and analysis. Enduser provided

Customer's printing environment,

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
     

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

Info is used for simulation and analysis.

1.  Click on Start > Run.

2.  Type “msinfo32”, and then click OK.

3.  Click on File > Save .NFO 

Screenshot of the error / message prompt that they are seeing Info is used for simulation and analysis. Enduser provided
Event Viewer file when the error occurs(.evtx files) This info can help determine the cause of the error.

1.  Click on Start > Control Panel.

2.  Select System and Security (if you are in Category view) > Administrative ToolsEvent Viewer.

3.  Select Windows Logs > right-click on Application, and then select Save All Events As... to save the .evtx file.

4.  Do the same for Windows LogsSystem.

Setupapi log This provides useful info for troubleshooting device installation problems.

For Windows 7, type %SystemRoot%\inf in the Run box or navigate to C:\Windows\inf.

Note: The name of the log file is setupapi.dev.log

For Windows XP, type %systemroot% or navigate to C:\Windows.

Note: The name of the file is setupapi.log.

 

Return to topics


Print Output

 
NOTE:
If the driver is bypassed by sending the RAW data file directly via FTP,  and the issue still observed, it is most likely a printer firmware issue.

Requirement Relevance How to obtain
Application Information, such as, application name, version, software developer & background info App info can sometimes help in understanding the cause of the error.

Information regarding the software or application may be found by going to;

  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)
Driver Type and Version used Info is used for simulation and analysis.

1.  Go to Start > Control Panel > Printers / Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties.

3.  Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type) Info is used for simulation and analysis. Enduser provided

Customer's printing environment,

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
     

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

Info is used for simulation and analysis.

1.  Click on Start > Run.

2.  Type “msinfo32”, and then click OK.

3.  Click on File > Save .NFO

Print-to-File (.PRN File) It is the print job itself and it is useful for replaying the job to recreate the issue. Click here to view the steps.

Copy of the Bad Output and, if available, the desired Output as well

This is used to confirm whether the result of simulation is the same with what the customer is seeing. Enduser provided
Menu Settings page This document contains all the printer settings and running firmware code.

On the printer, press Menu > Reports > Menu Settings Page; or click here for more information.

 

Return to topics


Print Performance
 

Requirement Relevance How to obtain
Application Information, such as, application name, version, software developer & background info App info can sometimes help in understanding the cause of the error.

Information regarding the software or application may be found by going to;

  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)
Driver Type and Version used Info is used for simulation and analysis.

1.  Go to Start > Control Panel > Printers / Devices and Printers.

2.  Right-click the Printer Object being used, and then click Properties.

3.  Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type) Info is used for simulation and analysis. Enduser provided

Customer's printing environment,

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)
     

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

Info is used for simulation and analysis.

1.  Click on Start > Run.

2.  Type “msinfo32”, and then click OK.

3.  Click on File > Save .NFO

Print-to-File (.PRN File) Info is used for simulation and analysis. Click here to view the steps.
Menu Settings page This document contains all the printer settings and running firmware code.

On the printer, press Menu > Reports > Menu Settings Page; or click here for more information.

 

Return to topics


Additional information
 

If you have any questions or encounter problems when collecting the data required above, please contact your next level of support or Lexmark Technical Support for any additional suggestions.

Additional information may be requested by the support agent.

 



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