Information Required to Escalate Software & DLE Issues

Document ID:FA875
 
  Properties  

Environment

Escalation checklist

Solution

DLE Issues

 

 

 

Image Quick

  

 
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.

The following information is required from the menus settings page.

  • Printer model
  • Printer base code firmware version
  • Image Quick firmware version

Step 2: Obtain the remaining requirements listed below.

Step3: Submit the captured information to Lexmark Technical Support

 

Requirement Relevance How to obtain
Copy of Image involved  Info used for simulation  and analysis Enduser provided
Copy of Bookmark link involved  Info used for analysis Enduser provided
Provide Detailed Description of Symptom or Failure.  Info used for analysis Enduser provided
Step by step instructions to reproduce the observed behavior
  Info used for analysis Enduser provided
Spoolfiles / PRN Files  Info used for analysis Enduser provided
Hextrace  Info used for analysis Enduser provided
Print Samples  Info used for analysis Enduser provided

 

 

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Barcode

 

 
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.

The following information is required from the menus settings page.

  • Printer model
  • Printer base code firmware version
  • Barcode firmware version

Step 2: Obtain the remaining requirements listed below.

 

Requirement Relevance How to obtain
Barcode being printed  Info used for simulation  and analysis Enduser provided
Copy of Bookmark link involved  Info used for analysis Enduser provided
Code sequence used to call the barcode  Info used for analysis Enduser provided
Step by step instructions to reproduce the observed behavior
  Info used for analysis Enduser provided
Spoolfiles / PRN Files  Info used for analysis Enduser provided
Hextrace  Info used for analysis Enduser provided
Print Samples  Info used for analysis Enduser provided

 

 

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PrintCryption

 

 
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.

The following information is required from the menus settings page

  • Printer model
  • Printer base code firmware version
  • PrintCryption firmware version

Step 2: Obtain the remaining requirements listed below.

 

Requirement Relevance How to obtain
Version of PrintCryption software (port monitor)  Info used for simulation  and analysis Enduser provided
Provide Detailed Description of Symptom or Failure  Info used for analysis Enduser provided
Step by step instructions to reproduce the observed behavior
  Info used for analysis Enduser provided
Spoolfiles / PRN Files  Info used for analysis Enduser provided
Hextrace  Info used for analysis Enduser provided
Print Samples  Info used for analysis Enduser provided

 

 

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Prescribe

 

 
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.

The following information is required from the menus settings page

  • Printer model
  • Printer base code firmware version
  • Prescribe  firmware version

Step 2: Obtain the remaining requirements listed below

 

Requirement Relevance How to obtain
If... Then submit...
Printing output differs from KYOCERA
  • The print output on KYO, and
  • The print output on LEXMARK
Macros or fonts not working The specific Macro files or font files being used
A Prescribe II command not working and it is listed as being supported in the PRESCRIBE EMULATION technical reference guide. Include the Prescribe command being used.
The Prescribe II command is not supported. A special product request will have to be submitted for consideration.
Info used for simulation  and analysis Enduser provided
Provide Detailed Description of Symptom or Failure.  Info used for analysis Enduser provided
Step by step instructions to reproduce the observed behavior
  Info used for analysis Enduser provided
Spoolfiles / PRN Files  Info used for analysis Enduser provided
Hextrace  Info used for analysis Enduser provided
Print Samples  Info used for analysis Enduser provided

 

  

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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.



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