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BackEscalation checklist
Information Required to Escalate Networking Issues |
Document ID:FA871 |
| Properties |
Environment
Solution
Overview
Follow these steps to initiate an escalation with Lexmark's product engineering team.
Step 1: Menu Settings
A copy of the device's Menus Settings is required for ALL escalations. Click here if your uncertain how to obtain this information.
Step 2: Capture escalation requirements
| Requirement | Relevance | How to obtain |
| Step-by-step instructions to reproduce this observed behavior | Info used for simulation and analysis | Enduser provided |
| Network Setup Page | It contains a summary of network related settings on the printer | On the printer, press Menu > Reports> Network Setup Page |
| Menu Settings Page | This document contains all the Printer Settings / firmware running | See Menu Settings above. |
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Printer Error codes and secondary error codes.
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Info used for analysis | Enduser provided |
| Transmission Logs (Ftp /Email if applicable) | This log is applicable for scan to email/scan to ftp issues which indicates the errors | On the printer, press Menu > Settings >Email Settings> Trasmission Log then set it to print log |
| Network Trace | This wireshark trace captures all the network traffic on the printer and provides detailed information for network analysis | Click here for an article that describes this procedure. |
Step 3: Submit collected information to Lexmark Technical Support
Contact Lexmark
Please see Contact information to initiate all escalations with Lexmark Technical Support. NOTE: When calling for support, you will be asked for your printer machine/model type and serial number (SN).
Please be near the products described in this article, and be prepared to submit all escalation information to technical support. This will expedite the support process and reduce call-back situations.