Information Required to Escalate Novell Print and Driver Issues

Document ID:FA891
 
  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 you are uncertain how to obtain this information.

Product engineering and development teams value this information 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
Are there any functioning printers? Info used for analysis Enduser provided
How is the printer attached? Info used for analysis
  • Ethernet
  • Wireless
  • USB
  • Parallel
  • Serial
Has this setup ever printed correctly? Info used for analysis Enduser provided
Provide information on problem frequency. Info used for analysis Enduser provided

Does the server abend*? If yes, provide the abend.log file and config.txt with all switches.

 

* abnormal end or crash.

 Abnormal ending or crashes may help with diagnosis. Netware Administrator
Driver Information
 What type of driver? Info used for simulation and analysis
  • OS provided 'System' driver
  • Lexmark driver on the CD
  • Downloaded driver from support.lexmark.com
What version of the driver? Info used for simulation and analysis Enduser provided

Customer's printing environment variables?

 Info used for simulation and analysis  
What PDL or Datastream is being used? Info used for simulation and analysis

Enduser provided

PCL, PS, Host Based, etc.
Printer Information
Lexmark Printer Model effected? Info used for simulation and analysis Enduser provided
Menus pages? (Printer Base and network code revisions under Device or Printer Information) Info used for simulation and analysis See Step 1 above.
Menus setting pages of working printers? Comparison for analysis See Step 1 above.
OS Environment
What Netware OS version and Support Packs are installed? Info used for analysis Enduser provided
What Novell Client Version being used? Info used for analysis Enduser provided
Netware printing solution being used? Info used for analysis

Enduser provided

  • NDS Printing
  • NDPS/iPrint
For Queue-based (NDS) printing, are the objects created with a Netware Utility or with a Lexmark Utility? Info used for analysis Netware Utility
  • PCONSOLE
  • NWAdmin
Lexmark Utility
  • Interwin
  • NPU
What is the client-side workstation that is printing through Netware? Info used for analysis Enduser provided
For queue-based printing, how was the network adapter configured? Info used for analysis

Enduser provided

  • Interwin
  • EWS (Embedded Web Server)
For NDPS printing, which gateway is being used? Info used for analysis

Enduser provided

  • Novell
  • Lexmark Solution


 Step 3: Submit all requirements to Lexmark 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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