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Information Required to Escalate 976.xx Errors

Document ID:FA1010
 
  Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; 976 errors; Network card error; Issue; Problem;

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: Log collection varies per model and printer firmware code.


If... Then...
Your device is included on the supported printers found in Document ID: FA958...

Gather the following logs:

  • Logs Gzip (see article for more details on how to capture this file)
  • Menu Settings Page

Your device is NOT included on the supported printers found in the article above...
 
Proceed with the succeeding steps.

 

Step 3: Gather all requirements to escalate any 976.xx errors.


Return to main Escalation Checklists page


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.

Network Setup Page
This document contains the device's network settings.
 

On the printer, press Menu > Reports > Network Setup Page.

History information log

Note: This applies to all Network-connected MFPs.

This document contains the machine's History Information.

1.  Open printer's Web interface.

To do this:

  1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
  2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
  3. Press Enter.

2.  Select History Information.

3.  Save the file.

 

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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