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Information Required to Escalate Macintosh Print and Driver Issues

Document ID:FA892
 
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: Gather all requirements to escalate any Macintosh print-related issues.
 

Return to main Escalation Checklists page
 

Requirement Relevance How to obtain
Provide the MAC OS Version Info is used for simulation and analysis.

Version is located under the Apple Icon by clicking About this Mac. Or, type, "uname -srv" at a terminal.

Note: Please indicate the OS version and build #: 10.7.2 (e.g., Build: 11C74).

How is the printer attached? Info is used for simulation and analysis.
  • Ethernet
  • Wireless
  • USB
  • Other
     

Note: For wireless–connected printers:
If using an Airport device, check the Firmware version.
If using a non–Apple device, check the specific model of wireless router.

What protocol is being used? Info is used for simulation and analysis.
  • Apple Talk
  • Bonjour
  • IPP
  • LPD
  • HP JetDirectSocket 
What type of printer driver is being used? Info is used for simulation and analysis.
  • OSprovided System Driver
  • Lexmark driver from CD
  • Downloaded Lexmark driver from Web
  • Lexmark driver from Software Update
What datastream is being used? Info is used for simulation and analysis.
  • PostScript
  • PCL
  • PDF
  • Hostbased
Provide the version numbers of the driver and PPD being used
Info is used for simulation and analysis.
 
Enduser provided
Capture the Apple System Profiler Info is used for simulation and analysis.

1. Click the Apple Icon > About This Mac > More Info…
2. Go to File > Save.

Note: This has to be set as attachment.

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.

Application name and version Info is used for simulation and analysis. Enduser provided
Provide print samples of the problem; i.e.,
incorrect output vs correct output
Info is used for simulation and analysis.

Enduser provided

Note: Print using the application used.

Provide spoolfiles/PRN files/ Original Document File Info is used for simulation and analysis.


Click here to view an article.
 

Lex_log and Common Logger
Info is used for simulation and analysis.
 
Please contact your next level of support or Lexmark Technical Support for details.

 

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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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