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Information Required to Escalate Forms Composer and Forms Manager Issues

Document ID:FA1024
 
  Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; Forms composer/manager; FMBC;

Solution

Overview


This article serves as a guide to gathering necessary information before opening an escalation item for Forms Composer and/or Manager app issues.

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 Forms Composer and/or Manager-related issues.
 

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.

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.

Important! Do NOT power off the device. Powering off the device will erase everything.

1. Open printer's Web interface.

To do this:

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

2. Select Logs Gzip Compressed to download the file.

3. Save the file; e.g., logs.tar.gz.

Tip! If you cannot access the printer's web interface on the following devices, then follow the button sequences in the table while the printer/MFP is being powered on.

2008-2010 Models: X46x, X65x, X73x, and X86x
2010 Models: C950, X548, X74x, X792, X925, and X95x

Key Sequence Purpose
Press STOP + GO (Start) Enable the remote gathering of /se debug information while the device is in a crash status.
Press 2 + GO Obtain additional information while the device is in a crash status.

Notes:

  • You should see an extra debug display on the screen. This should hopefully bring the network up and running to enable log capture.
     
  • Depending on the severity of the crash, the above steps do not always work as in some cases the system cannot be restored to a stable point for network access.
     

See Document ID: FA958 for more details on Logs Gzip; i.e., supported printers, collection, and special considerations.

Formset (.FDD / .SDD) Info is used for simulation and analysis.

1.  Launch Forms Composer, then select File > Open.

2.  Set Files of type to Packed Formset Projects (*.fdd, *.sdd).

3.  Navigate to the folder where the .FDD / .SDD file is stored.

Sample Data (.txt file) Info is used for simulation and analysis.

1.  Launch Forms Composer, then select Data > Load Sample Data.

2.  Navigate to the folder where the sample data file is stored.

Forms Composer & Forms Manager Version Info is used for simulation and analysis. On the Forms Composer and Forms Manager app, click on Help > About, and note the app version.

 

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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