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Information Required to Escalate Lexmark Print Service Plug-in Issues

Document ID:FA1030

Usergroup :External
  Languages  
05/02/17 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; Android; Print Services Plugin; LPSP; Mobile application;

Solution

Overview


This article serves as a guide to gathering necessary information before opening an escalation item for Lexmark Print Service Plug-in.

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 Lexmark Print Service Plug-in-related issues.


Requirements Relevance How to obtain
Hardware information This is the hardware where the product is running.

Please provide the following:

  • Manufacturer (e.g., Asus, Samsung, etc.)
  • Model (e.g., Nexus 7, HTC One, etc.)
  • OS version (Android 4.4.2, iOS 6.1.3, etc.)
External Software Versions Info is used for simulation and analysis.

If the issue involves interaction with another application, provide details about the software; e.g.,

  • Application Name (Adobe Reader, MS Word, Gallery, etc.)
  • Application Version
Product Version
Info is used for simulation and analysis.
 
The version number listed in the About tab.
Hardware Architecture This is not typically required; however if the issue is from an Enterprise, it is often helpful to understand how the products are installed.

Verify the following:

  • Network topology.
  • Is a hardware load balancer being used?
Software Architecture

Info is used for simulation and analysis.

With a product like LPM and other Enterprise applications; gathering the following details are helpful:

  • Is Network Load Balancing used?
  • Database clustering
  • Windows Clustering
  • Farm Installs for LPM
  • How the product is being used at a high level topology.
How was the mobile app obtained? Info is used for simulation and analysis.

This should typically be from Google Play or iTunes.

Note: A non-public store option means the app was deployed via a third party MDM system.

Identify and investigate External conditions or customer-specific environment variables Info is used for simulation and analysis. Verify if the user is connecting the mobile device to the same network as the printer or server.
Product Logs (Optional) Info is used for simulation and analysis.

If needed, please contact Lexmark Technical Support.

Note: If the issue is related to a Lexmark Print Management server, follow the LPM escalation checklist to provide the required logs.

 

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 suggestions. To contact Lexmark Technical Support, 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.

 



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