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Information Required to Escalate Scan Application Issues

Document ID:FA1008

Usergroup :External
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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 common requirements for all Scan Apps-related issues.
 

Common Requirement Relevance How to obtain
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.
 
System Information (MSINFO) This file contains comprehensive information on your computer's configuration.

For Windows Operating Systems only:

  1. Click the Start menu > Programs > Accessories > System Tools System Information.
  2. Click File and Save.

 

 

Step 3: Click on the application name to obtain additional requirements specific to your issue.
 

Return to main Escalation Checklists page
 

 



Lexmark Scan Center
 

Requirement Relevance How to obtain
Scan Center version
Info is used for simulation and analysis.
 
Click the Start menu > Programs and Features for Windows 7 or Add/Remove Programs for Windows XP.
Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Screenshots for specific error messages (if any)
Info is used for simulation and analysis.
 
Utilize the Print Screen feature.
Twain Driver logs; i.e., Twain, Scan Core, or LCS logs
Info is used for simulation and analysis.
 

Contact Lexmark Technical Support for assistance.

 

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Lexmark Printer Home


Requirement Relevance How to obtain
Lexmark Printer Home (LPH) version
Info is used for simulation and analysis.
 

Go to <Drive where software is installed>\Program Files\Lexmark\Dashboard, right-click on LX__Dashboard, and then select PropertiesDetails tab.

Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Screenshots for specific error messages (if any)
Info is used for simulation and analysis.
 
Utilize the Print Screen feature.

Additional logs which includes:

  • LPH Log
  • LCS Component Log
  • Scan DRS Log
Info is used for simulation and analysis.

Contact Lexmark Technical Support for assistance.

 

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Scan to Application
 

Requirement Relevance How to obtain
Application version used
Info is used for simulation and analysis.
 

Enduser provided

Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Screenshots for specific error messages (if any)
Info is used for simulation and analysis.
 
Utilize the Print Screen feature.

USB-based Push scan logs

Note: This is required for older devices only.

Info is used for simulation and analysis.

Contact Lexmark Technical Support for assistance.

 

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Scan Profile
 

Requirement Relevance How to obtain

Logs Gzip


This file contains all the printer's settings and information.
 

Click here for an article.

IMPORTANT! If your device is NOT included on the supported printers found in the article above, additional information may be requested by the support agent.

 

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Image Capture Application (ICA)


Requirement Relevance How to obtain
System Profiler This displays the OS X version, processor, memory information, a Software Update button, and a More Info button.


 

  1. Click on the apple icon located in the upper-left corner of the Apple menu bar.
  2. Click on About This Mac
  3. Click on More Info, and then save.

Logs Gzip


This file contains all the printer's settings and information.
 

Click here for an article.

Driver version used
Info is used for simulation and analysis.
 
Enduser provided
Printer Connectivity
Info is used for simulation and analysis.
 
Specify whether USB or Network connection is used.
Scan logs Info is used for simulation and analysis.
  1. Navigate to Macintosh HD/Library/Printers/Lexmark/scan/.
  2. Zip the folder.
Lexmark ICA Driver logs
Info is used for simulation and analysis.
 

Contact Lexmark Technical Support for assistance.

 

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Contacting Lexmark


If you need additional assistance, please go to the Lexmark support site, type your printer model and locate Get in Touch with Lexmark! for contact information. NOTE: When calling for support, you will need the following:

  • Name and version of the solution
  • Affected printer model/s
  • Printer serial number

Please be near the product/s described in this article to expedite the support process and reduce callbacks.

 

 



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