Information Required to Escalate 'Distributed Intelligent Capture' Issues

Document ID:FA889
 
  Properties  

Environment

Escalation checklist

Solution

Overview

 

Preliminary Troubleshooting

Before escalating an issue with Lexmark Technical Support, check the following components and functionality.  

Component How to check this
Distributed Capture Platform Is the Distributed Capture Platform running? N.A.
Can you access the LMC? N.A.
Is your solution installed in your LMC? N.A.
Are your profiles up to date on your devices? N.A.
Are your configuration settings correct? N.A.
Intelligent Data Extraction Engine:
Is the Intelligent Data Extraction Engine Run Time Server running?		 N.A.

N.A. – Not available when article published. 

 

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
General Information Needed for all eSF escalations

Click here, but return to this article to finish capturing the requirements listed below. 

Note: Some of these requirements may not be applicable to this app. Identify and obtain as many of the requirements as possible.
Concise description of the issue Info used for analysis Enduser provided
Complete version of Lexmark Distributed Intelligent Capture components:
  1. Distributed Capture Engine
  2. Intelligent Data Extraction Engine
  3. If used, the WebVerifier version
  4. If used, the Distiller version
 Info used for analysis

N.A.

See General Information below.
Is this an upgrade version? Info used for analysis

Enduser provided

If so, from what version? What components? (Was it working before the upgrade?)
If.. Then..
Previously working but "just stopped"...
  • What changed on server(s)?
  • What changed in the network environment?
Info used for analysis Enduser provided
Scripts involved? Info used for analysis If a particular script (including fax) is part of the problem, Lexmark will need the source of that script to replicate the issue.
Is the problem isolated to one particular server? Info used for analysis Enduser provided; please explain.
Project files Info used for analysis Enduser provided
Log files from
  • LSAS.log file from the Distributed Capture Engine server.
  • LES Log file with logging level set to debug from the device.


Recommendation: 

  1. Clear the log files of old data.
  2. Replicate problem.
  3. Capture new log files to better isolate the problem.
If this isn't possible, it will be important to understand when the error occurred.		 Info used for analysis

File (folder) locations:

Windows 2003

N.A.

Windows 2008

N.A.
If... Then...
You have a classification or extraction problem... A copy of the Intelligent Data Extraction Engine project file is needed.
Info used for analysis

N.A.

Enduser provided
Are other eSF "Solutions" apps installed? If so, what are the names and versions of these apps? Info used for analysis Enduser provided
OS Description for Lexmark Distributed Intelligent Capture Server/s. Info used for analysis Enduser provided
Server specifications for Lexmark Distributed Intelligent Capture server/s (RAM, CPU, disk-space, etc.) Info used for analysis Enduser provided
Screenshots of the problem Info used for analysis Enduser provided
Impact on users? Info used for analysis Enduser provided; please explain.
Browser and version? Info used for analysis Enduser provided
Files involved (forms, scripts, ?) Info used for analysis Enduser provided
Lastly, how long has either the field or technical support been working on this problem before it was
escalated?		 Info used for analysis What steps (setting changes) were employed to try and resolve before escalating?

 

 

 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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