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Information Required to Escalate AirPrint Issues

Document ID:FA1014

Usergroup :External
05/02/17 Properties  


Escalation checklist; Needed info before escalating; Escal requirements; Could not find printer; No air print printers found using iPhone; Mobile print;



This article serves as a guide for gathering necessary information before opening an escalation item for AirPrint issues.

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


Before you begin

  • Make sure that your printer and iOS device are both connected to the same Wi-Fi network and within range before attempting to print.
    NOTE: Wi-Fi printers can take several minutes to join a Wi-Fi network after being turned on. For more information on printing from an iOS device, click here.
  • Verify that the iOS device and the app you are printing from are running the latest versions.
  • Verify that the AirPrint-enabled printer has the latest firmware version installed.
    NOTE: See Document ID: HO550 to view steps on how to obtain the latest printer firmware.

Additional Notes

  • Certain printer features or functions may not be available when using AirPrint (e.g., selecting different paper trays, red-eye reduction, booklet printing, and so on).
  • AirPrint-enabled printers connected using Bluetooth or shared through a USB port of a Mac, PC, AirPort Base Station, or Time Capsule, are NOT supported.
  • Avoid connecting your printer to the USB port of Apple AirPort Base Stations or Time Capsules. Doing so can enable traditional AirPort printing from a Mac, but it will not enable AirPrint functions for iOS devices.
    NOTE: If you cannot use Wi-Fi networking to connect the AirPrint-capable printer, use an Ethernet connection from the AirPrint-capable printer to the Apple AirPort Base Station or Time Capsule.


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 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



Step 2: Gather all requirements to escalate any AirPrint-related issues.

Return to main Escalation Checklists page

Requirement Relevance How to obtain

iOS and Application version used

Info is used for simulation and analysis.
Enduser provided
Logs from /var/log/cups Info is used for simulation and analysis.
  1. Open a web browser, and type localhost:631
  2. Go to Administration tab, select Edit Configuration file.
  3. Change LogLevel warn to LogLevel debug, and then click Save.
  4. Print through:
  • AirPrint
  • Lexmark driver

Note: Attach the logs obtained from both cases.

Network Trace
Captures all the network traffic on the printer and provides detailed information for network analysis.

See Document ID: HO3398 for more information on how to perform a network trace.

Check the Print Queue Info is used for simulation and analysis.

Double-tap the Home button to show the recently used apps, and then tap the Print Center.

Note: The Print Center is only available while printing is in progress.

Menu Settings Page
This document contains all the printer settings and running firmware codes.

a. Using the printer Control Panel – On the printer, press Menu > Reports > Menu Settings Page.

b. Using the Embedded Web Server (EWS) – Access the printer's EWS, go to Reports > Device Settings. Copy and paste the displayed information to a notepad or text editor.

Note: See Document ID: FA877 for more information.

Network Setup Page
It contains a summary of network related settings on the printer.
On the printer control panel, press Menu > Reports > Network Setup Page.
Note: Gather the following for Print Quality issues ONLY.

Obtain a JOBFILE

This is used to verify whether Network Print also has the same issue.
Use Print to File to get a JOBFILE.

Print samples showing failure and correct print.

Info is used for simulation and analysis.
Enduser provided


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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).

The support agent may request additional information. Please be near the products described in this article to expedite the support process and reduce callbacks.


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