Information Required to Escalate 'Distributed Intelligent Capture' Issues
|Document Distributor||Markvision||Other Applications|
|Print Release||Scan to Network|
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. – Not available when article published.
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:
||Info used for analysis||
See General Information below.
|Is this an upgrade version?||Info used for analysis||
If so, from what version? What components? (Was it working before the upgrade?)
|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
||Info used for analysis||
File (folder) locations:
|Info used for analysis||
|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
|Info used for analysis||What steps (setting changes) were employed to try and resolve before escalating?|
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.