Information Required to Escalate MVP Issues

Document ID:FA884
 
  Properties  

Environment

Escalation checklist

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

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
  1. Locate the MVE default install directory. The typical path would be C:\Program Files > Printer > Markvision Server >.
  2. Zip this file and send it to Lexmark Techncal Support.
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

 

 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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