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BackEscalation checklist
Information Required to Escalate Unix & Linux Print and Driver Issues |
Document ID:FA890 |
| Properties |
Environment
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.
This information is valuable to product engineering and development teams since it displays all the printer's critical configuration setting values.
Step 2: Issue Identification and Information Capture
| Requirements | Relevance | How to obtain |
| Provide step-by-step instructions to reproduce this observed behavior | Info used for simulation and analysis | Enduser provided |
| Provide information on problem frequency | Info used for simulation and analysis | Enduser provided |
| Provide the UNIX / Linux OS Version and Flavor. | Info used for simulation and analysis | type : “uname –srv” at a command prompt on the UNIX machine |
| How is the printer attached? | Info used for simulation and analysis |
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| What DataStream is being used? | Info used for simulation and analysis |
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| What type of driver? | Info used for simulation and analysis |
N.A. |
| Print samples showing failure and correct print. | Info used for simulation and analysis | Enduser provided |
| What version of the driver | Info used for simulation and analysis | type: 'lexprint -version" or "lexprt -version" at a command prompt on the Unix machine. |
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Customer's printing environment variables |
Info used for simulation and analysis | Type "Set>env.list" at a command prompt on the Unix machine. |
| Lexmark Printer Model, Base code and network code levels | Info used for simulation and analysis |
Enduser provided See Step 1. |
Step 3: Contact Lexmark
Contact Lexmark
After you have collected all necessary information, please see Contact information to initiate the escalation issue 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.