Information Required to Escalate MVP Issues
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
Obtain all pre-escalation information found in this table before submitting and opening and escalation issue with Lexmark Technical Support.
|Requirement||Relevance||How to obtain|
|Granite Folder||This folder contains all MVP related logs/settings||
|Exported System Information||This files contains comprehensive information about a PC's configuration||From the Start Menu, navigate to Programs> Accessories> System Tools > System Info|
|Screenshots of the problem||Info used for analysis||Enduser provided|
Step 3: Submit to Technical Support
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.