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Information Required to Escalate eSF Application Issues

Document ID:FA993
 
11/29/13 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; eSF apps; embedded Solutions Framework;

Solution

Overview


This article serves as a guide to gathering necessary information before opening an escalation item for embedded Solutions Framework (eSF) apps issues.

IMPORTANT! You should use 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 primary requirements for all eSF apps-related issues.


Before you begin, it is recommended to perform the following:

 Clear Embedded Solutions Log file. This will ensure that new log files will be captured to better isolate the problem. To do so:

Step Action
1
Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).
 
2
Enter the printer's IP address followed by /se (e.g.,http://192.168.1.2/se).
 
3
Select Embedded Solutions, and then click on Clear Log File.
 


Then gather the following logs:


TIP!
 If there are working printers on site, always get comparison logs, and then send both sets of logs. This will help in comparing the settings from a working device with one that has issues.
 

Requirement Relevance How to obtain

Menu Settings Page


This document contains all the printer settings and running firmware code.
 
NOTE: To view detailed steps on how to gather these logs, please refer to Step 2 of the Main Escalation Checklist Index.

Logs Gzip

Note: Applies to all Network-connected MFPs

This is a compressed file which contains all the logs from the printer's SE page. This also contains fwdebug for the last three (3) 900 errors as long as auto reboot is enabled.
Exported Embedded Solutions Settings

This contains the configuration on how the eSF application is set up.

Exported Security Settings This contains the configuration on how the security settings of the printer is set up.

Exported Device/Printer UCF Settings

This contains the configuration on how the base settings of the printer is set up.

Exported System Info

Note: Only required if a computer is involved.

This file contains comprehensive information on your computer's configuration.

1.  Click the Start menu > Programs > Accessories > System Tools System Information.

2.  Click File and Save.

 

Step 3: Click on the eSF app name to view specific logs required.
  

Return to Main Escalation Checklist Index page
 

Deployment Issue
 

Requirement Relevance How to obtain
Deployment Failure Screenshots
Info is used for simulation and analysis.
 

Reproduce the issue for it to show the error message, and then take a screenshot.
 

Return to topics


Card Copy and Eco Copy
 

Requirement Relevance How to obtain
Scanned Sample Output or Sample File (For Quality Issues)
Info is used for simulation and analysis.
 

Scan a Printed Output or Capture a Sample File.
 

Return to topics


Device Quotas
 

Requirement Relevance How to obtain
Driver “Job Accounting” Configuration Screenshot This will provide the information needed to verify if the correct user data was used. The information is also used for simulation and analysis.

1.  Click the Start menu > Control Panel > Printers and Faxes.

Note: Select Printers for Windows Vista, and Devices and Printers for Windows 7 and 8 computers.

2.  Right-click the printer Icon and click on Properties.

3.  Click on Job Accounting tab.

4.  Select Reports > Device Settings, and then take a screenshot.

Enumerate the Function Access Controls where either ES_Users_Template and ES_Admin_Template are applied

Info is used for simulation and analysis.

1. Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).

2.  Enter the printer's IP address (e.g.,http://192.168.1.2).

3.  Select SettingsSecurity Security Setup > Access Controls.

By default, after the installation of the application,

The ES_Admins_Template is applied to the following:

Administrative Menus/

  • Security Menu at the Device
  • Security Menu Remotely
     

Management/

  • Apps Configuration
     

While ES_Users_Template is applied to the following:

Function Access/

  • Address Book
     

* Device Apps/

  • Device Quotas
  • Card Copy
  • Forms and Favorites
  • Multi Send
  • Scan to Network
  • MyShortcut
     

* When on-the-box or pre-installed.

Indicate possible issues related to downloaded / printed reports in non-English languages

Info is used for simulation and analysis.

Note: For all non-English languages, exported or printed Usage Data (e.g., current period usage, previous period usage, lifetime usage and department usage) and Individual User Report PDFs may contain erroneous characters in the PDF column headers as well as overlapping text, making them difficult to read.
Indicate if the app is unable to restrict and track Flash Drive Scan and Print activities

Info is used for simulation and analysis.

Note: For eSF v2.x printers, Flash Drive Scan and Flash Drive Print jobs are NOT tracked even if they are restricted under Function Access Control.

To work around and track these jobs, the user needs to access the application icon or any other profile which is also restricted by the application, authenticate, and return to home screen without logging out the existing session and access USB profile. After this the application can track Flash Drive Scan and Flash Drive Print jobs.

Can the quotas allocated for FaxReceived, InternalPages and Non-Authenticated users be changed?

Info is used for simulation and analysis.

Quotas allocated for FaxReceived, InternalPages and Non-Authenticated users are fixed and cannot be changed from 10,000.

NOTES: Also verify the following settings,

If... Then... Location
Preferred to restrict Color Copy and/or Color Print usage...

Restrict color usage should be checked.

If unchecked, color copy or print usages would NOT be tracked for individual users, rather all the copies/prints would be tracked as "NonAuthenticated" user.

This is found under printer's web interface > Settings > click on Embedded Solutions or Device Solutions or Apps > click on Solutions (eSF) or Apps Management > Device Quotas, and then select Configure tab.

Preferred to restrict Mono Copy and/or Mono Print usage...

Restrict B&W usage should be checked.

If unchecked, mono copy or print usages would not be tracked for individual users rather all the copies/prints would be tracked as "NonAuthenticated" user.

Same as above.

Preferred to restrict non-authenticated printing usage such as FTP print jobs...

Restrict non-authenticated printing is checked.

If checked, jobs will be rejected if there is no user id associated.

Same as above.

Preferred to restrict and track scanning usage

Verify if ES_Users_Template is applied to the following Function Access Controls (FAC) manually:

Function Access/

  • Flash Drive Scan
  • E-mail Function
  • Fax Function
  • FTP Function

This is found under printer's web interface > Settings > Security > Security Setup > Access Controls > Function Access.

Return to topics


Fax Forward and Forms and Favorites
 

NOTE: The information below is needed if the destination is a Network Shared Folder. Applies to Windows systems ONLY.

Requirement Relevance How to obtain
Version of Windows Operating system used for Network Share

Info is used for simulation and analysis.

Enduser provided

  • Windows Server 2000
  • Windows 2000 Professional
  • Windows Server 2003
  • Windows XP Professional
  • Windows Vista
  • Windows Server 2008
  • Windows 7
You must verify whether IP address or Hostname is used.

Info is used for simulation and analysis.

Enduser provided

  • IP address
  • Hostname
You must verify whether the server is in Domain or Workgroup.
Info is used for simulation and analysis.
 

Enduser provided

You must verify whether "Network Domain" is correctly entered in the application configuration webpage.

Info is used for simulation and analysis.

1. Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).

2.  Enter the printer's IP address (e.g.,http://192.168.1.2).

3.  Select Settings, click on Embedded Solutions or Device Solutions > Solutions (eSF) or Apps > Apps Management.

4.  Select Forms and Favorites, select Configure, select the Bookmark, and click on Edit. Verify whether "Network Domain" is set correctly.

Is the server IP pingable and can the share be opened from another machine?
Info is used for simulation and analysis.
 

Enduser provided

If the network share is a Windows 7 machine, verify whether the following are turned ON:

a. Network discovery
b. File and printer sharing
c. Public folder sharing
d. Password protected sharing

Info is used for simulation and analysis.

On the network share machine, navigate to Control Panel > Network and Internet > Network
and Sharing Center
, and then click on Change advanced sharing settings.

a. Turn on Network discovery.
b. Turn on file and printer sharing.
c. Turn on sharing so anyone with network access can read and write files in the Public folders.
d. Turn on password-protected sharing.

You must verify whether the network share machine's Windows Firewall is turned ON or OFF.

Note: If turned ON, check whether exceptions are set properly.

Info is used for simulation and analysis.

On the network share machine, navigate to Control Panel > System and Security > Windows Firewall > click on Turn Windows Firewall on or off.

Verify whether the followings are turned ON or OFF?

1.  Home or work network local settings.
2.  Public network local settings.
 

You must verify whether the network share and the printer have the same WINS and DNS server configured.

Info is used for simulation and analysis.

To locate WINS and DNS servers of the network share on the computer,

1.  On the server machine, go to Start > Run
2.  Type cmd and enter. 
3.  Type ipconfig/all and enter.  Then take a screenshot.

To find WINS and DNS servers of the network share on the printer,

1. Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).

2.  Enter the printer's IP address  (e.g.,http://192.168.1.2).

3.  Select Settings, select Network/Ports, click on TCP/IP, and then take a screenshot.

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

1.  Right-click the Destination Folder and click Properties.

2.  Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

1.  Right-click the Destination Folder and click Properties.

2.  Go to Security tab, find Permission, and then take a screenshot.

Return to topics


MFP Usage


NOTE:
The information below is needed if the destination is a Network Shared Folder. Applies to Windows systems ONLY.

Requirement Relevance How to obtain

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

1.  Right-click the Destination Folder and click Properties.

2.  Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

1.  Right-click the Destination Folder and click Properties.

2.  Go to Security tab, find Permission, and then take a screenshot.

Return to topics


Scan to Hard Disk
 

Requirement Relevance How to obtain
Sample File (For Output file Issues)

Info used for simulation and analysis.

1. Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).

2.  Enter the printer's IP address (e.g.,http://192.168.1.2).

3.  Select Applications > Scan to Hard Disk Web Retrieval.

4.  Click the file to download.

Return to topics


Scan to Network


NOTE: The information below is needed if the destination is a Network Shared Folder. Applies to Windows systems ONLY.

Requirement Relevance How to obtain

Folder Permission Settings

This contains the information about User Privileges; e.g., Read Only, Write, etc.

1.  Right-click the Destination Folder and click Properties.

2.  Go to Sharing tab, find Permission, and then take a screenshot.

Security Permission Settings This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc.

1.  Right-click the Destination Folder and click Properties.

2.  Go to Security tab, find Permission, and then take a screenshot.

Return to topics


Scan to Sharepoint


Requirement Relevance How to obtain
MS Sharepoint version used
Info is used for simulation and analysis.
 
Enduser provided
Screenshots of error (if applicable)
Info is used for simulation and analysis.
 
Enduser provided
Credential privileges used when error is encountered; e.g.,
does the issue occur when Administrator or Guest privilege is in use?

Info is used for simulation and analysis.
 
Enduser provided

Return to topics


Scan to Docuware


Requirement Relevance How to obtain
Docuware server version used
Info is used for simulation and analysis.
 
Enduser provided
Screenshots of error (if applicable)
Info is used for simulation and analysis.
 
Enduser provided

Return to topics


Downtime Reports


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

Enduser provided

  • FTP
  • Network
Folder structure of the source type
Info is used for simulation and analysis.
 

Enduser provided

File size of the files being uploaded to the printer’s Hard Disk
Info is used for simulation and analysis.
 

Enduser provided

Size per folder
Info is used for simulation and analysis.
 

Enduser provided

Return to topics


eDAS and RegisterME


Requirement Relevance How to obtain
Is Pharos Blueprint or Uniprint being used?
Info is used is for simulation and analysis.
 

Enduser provided

Pharos version used
Info is used is for simulation and analysis.
 

Enduser provided

Screenshots of "Settings" screen, i.e. general charging, related functions, etc. Info is used for simulation and analysis. Navigate to Pharos System Blueprint Administrator > Device Management > Terminals > Settings tab.
Authentication Script used
Info is used for simulation and analysis.
 
Enduser provided. See table below.
Screenshot of "Lexmark iMFP / iPR Configuration" screen

Make sure to Enable Authentication. First Authentication Token and Second Authentication Token match with the Authentication Script. Refer to table below:

Authentication Script Enable Authentication First Authentication Token Second Authentication Token
Basic Unchecked Username Password
Card Alternate Checked Username Password
Card ID Unchecked CardSwipe None
RegisterME Checked Username Password
Username and Password Unchecked Username Password
Username Unchecked Username None

Navigate to Pharos System Blueprint Administrator > Device Management > Terminals > Lexmark iMFP / iPR Configuration tab.
Terminal Type (.xml) files used (if available)
Info is used for simulation and analysis.
 

Enduser provided

You must verify whether Lightweight Directory Access Protocol (LDAP) server or Microsoft Active Directory is used for authentication. Info is used for simulation and analysis.

Enduser provided

TaskMaster.log after reproducing the application error or authentication error (if any occurs) Info is used for simulation and analysis.

This log is available under installed directory\Logs\; e.g., 
C:\ProgramData\Pharos
Systems\Blueprint\Logs\
TaskMaster.log"
 

Value of User Attribute This can be used as a filter to find user’s LDAP/AD entry.

Enduser provided

For LDAP:

  • uid
  • cn

For Active Directory:

  • sAMAccountName
Value of objectClass This can be used as a filter to find user’s LDAP/AD entry.

Enduser provided

For Active Directory or LDAP:

  • user
  • organizationalPerson
  • person
  • top

For LDAP only:

  • inetOrgPerson
If Register ME application is used in Active Directory environment, and you prefer not to have adminDn and adminPassword in clear text in the Authentication Script, check whether you are using the correct settings Info is used for simulation and analysis.

Set the following:

~ string adminDn = null;
string adminPassword = null;
AuthenticationTypes authenticationType = LdapUtils.AdSecureAuthType;

~ LdapSearchResult result = LdapUtils.FindAdUser(serverUri, adminDn, adminPassword, authenticationType, filterFormat, filterParameters, resultProperties, password);

~ You will also need to set the Pharos Task Master service (on Pharos BP server) to run under domain account.

Also, navigate to Control Panel > Administrative Tools > Services > Pharos Task Master (service) > right-click and select Properties > Select Log On tab > Select Log On as this account > enter Account Name; e.g., accountname@
ad.indiadev.lexmark.com > enter Password and Confirm Password fields > click Apply > Restart Pharos Task Master (service).

NOTES: If RegisterME application is used:

  • Make sure the same User Attribute is used on application Configure webpage.
     
  • Make sure the same User Attribute is used while initializing filterFormat and resultProperties in the Authentication Script.

    Example for LDAP

              ~ string filterFormat = "(&(objectClass=inetOrgPerson)(uid={0.EN_US}))"
              ~ string[] resultProperties = new string[] { "uid"}

    Example for
    Active Directory

              ~ string filterFormat = "(&(objectClass=user)(sAMAccountName={0.EN_US}))"

              ~ string[] resultProperties = new string[] { "sAMAccountName" }
     
  • Make sure the same objectClass is used while initializing filterFormat in the Authentication Script.

    Example for LDAP
             
    ~
    string filterFormat = "(&(objectClass=inetOrgPerson)(uid={0.EN_US}))"

    Example for Active Directory

              ~ string filterFormat = "(&(objectClass=user)(sAMAccountName={0.EN_US}))"
     
  • Make sure Mail Attribute (on application Configure webpage) contains some value which is present on LDAP/AD server.

    Example for LDAP
              ~ mail

    Example for Active Directory

              ~ userPrincipalName
     
  • Make sure correct Port is used on application Configure webpage.

    Example for LDAP or Active Directory without SSL

              ~ 389

    Example for LDAP or Active Directory with SSL

              ~ 636
     
  • Make sure you have set Enable SSL and SSL Certificate fields correctly on application Configure webpage.

    Example for LDAP or Active Directory without SSL

              ~ Enable SSL should be unchecked and No SSL Certificate should be uploaded

    Example for LDAP or Active Directory with SSL

              ~ Enable SSL should be checked and a Valid SSL Certificate should be uploaded

     
  • Make sure correct Port is used when initializing serverUri in the RegisterME Authentication Script.

    Example for LDAP without SSL
              ~ string serverUri = "LDAP://directory.lex.lexmark.com:389/ou=Employees,o=Lexmark"

    Example for LDAP with SSL

              ~ string serverUri = "LDAP://directory.lex.lexmark.com:636/ou=Employees,o=Lexmark"

Return to topics


Interact for Lexmark 


Requirement Relevance How to obtain
Version of ImageNow server used Info is used for simulation and analysis.

Enduser provided

  • 6.6
  • 6.7
Is Message Agent service up and running in the ImageNow server?
Info is used for simulation and analysis.
 
Note: Please restart if not running.
Do the credentials (used on the Configure web page of the MFPs) have Administrative privileges in the ImageNow server?
Info is used for simulation and analysis.
 

Enduser provided

Are the same credentials used across multiple printers simultaneously? Info is used for simulation and analysis. Note: Multiple Sessions using Single Sign-on is NOT supported by ImageNow server.
Profile.ini file used to create the profile Info is used for simulation and analysis.

Enduser provided

Are all the parameters used in the profile.ini present in or supported by the ImageNow server? Info is used for simulation and analysis. E.g., Drawer Default value, Document Type Default value, Workflow Process Default value and Workflow Queue Default value
All Custom Property Types used, and their default values and display formats Info is used for simulation and analysis.

Enduser provided

You must verify whether one or more Custom Property names use Unicode characters (e.g., Non-English characters). Info is used for simulation and analysis. Note: Interact for Lexmark does NOT support Unicode characters as these are not supported by the ImageNow service.

Return to topics


Classify and Route


Requirement Relevance How to obtain

Classify and Route Log

Note: The app does not provide the ability to e-mail debug files.

If Logging is turned ON, be sure that Unrecognized documents and all Classifications are configured to go to SMB destinations.

Info is used for simulation and analysis.

1.  Set Classify and Route Logging to 11. To do so:

a.  Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).
b.  Enter the printer's IP address (e.g., http://192.168.1.2).
c.  Select Settings, click on Embedded Solutions or Device SolutionsSolutions (eSF) or AppsApps Management, select Classify and Route app, and then click on the Configure tab.
d.  On the bottom of the page, Enable Logging by selecting the check box, and then enter 11 in the Log Level field.

2.  Disable eSF debug logging.

a.  Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).
b.  Enter the printer's IP address followed by /se (e.g.,http://192.168.1.2/se).
c.  Select Embedded Solutions.
d.  Go to Set Logging Level, select No for Allow debugging entries in the log?, and hit Submit.

Note:
This will turn OFF Debugging Mode. Reproduce the problem.

3.  Repeat Step 2a, b, and c, and then click on Log File.

4.  Copy and Save all the entries as .txt.

5.  Gather files ending in:

  • _debug.ocr
  • _debug.json
  • _debug.tiff
  • _debug.xml

Embedded Solutions Log

It documents all the errors or crashes experienced by the eSF apps' user.

Below are special instructions on gathering the this log.

1.  Set Classify and Route Logging to 1. To do so:

a.  Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).
b.  Enter the printer's IP address (e.g., http://192.168.1.2).
c.  Select Settings, click on Embedded Solutions or Device SolutionsSolutions (eSF) or AppsApps Management, select Classify and Route app, and then click on the Configure tab.
d.  On the bottom of the page, Enable Logging by selecting the check box, and then enter 1 in the Log Level field.

2.  Enable eSF debug logging.

a.  Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome).
b.  Enter the printer's IP address followed by /se (e.g., http://192.168.1.2/se).
c.  Select Embedded Solutions.
d.  Go to Set Logging Level, select Yes for Allow debugging entries in the log?, and hit Submit.

Note:
This will turn ON Debugging Mode. Reproduce the problem.

3.  Repeat Step 2a, b, and c, and then click on Log File.

4.  Copy and Save all the entries as .txt.

Licenses Info is used for simulation and analysis.

For newer models:

1.  Open printer's web interface. To do so:

a.  Open a web browser; e.g., IE, Mozilla Firefox, Google Chrome.
b.  On the address bar, enter the printer's IP Address, e.g., http://192.168.1.2
c.  Press Enter.

2.  Select Settings > Configuration Files > Licenses, and then take a screenshot.

For older models:

1.  Open printer's web interface.

2.  Select Settings, click on Embedded Solutions or Device SolutionsSolutions (eSF), and then take a screenshot including the last column for Licenses.

Note: This is needed for Classification or Extraction errors.

Number of times each classification has been trained The higher the number of training times, the better the classification and extraction performance. On the control panel, press the Classify and Route app to view the training counter.
Sample Document
Info is used for simulation and analysis.
 
Enduser provided

You must verify whether file format is .ocr or .tiff.


Info is used for simulation and analysis.
 
Enduser provided
Note: This is needed if not sending to email.
Destination server info
Info is used for simulation and analysis.
 

Gather the following:

  • OS
  • Permissions on destination folder

    1.  Right-click the Destination Folder and click Properties.

    2.  Go to Sharing and Security tab, find Permission, and then take a screenshot.

  • Network environment, etc.
Note: This is needed for Quality of scanned results issues.

Gather the following:

  • Original document (hard copy)
  • Output file generated (e.g., .pdf, .tiff, etc.)
Info is used for simulation and analysis. Enduser provided

Return to topics


Contact Lexmark
 

If you have any questions or encounter problems when collecting the data required in any of the items provided above, please close this window, go to your product's support page and locate  Get In Touch with Lexmark! for contact information. NOTE: When calling for support, you will need your printer model/machine type and serial number (SN).

Additional information may be requested by the support agent. Please be near the products described in this article to expedite the support process and reduce callbacks.

 



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