Information Required to Escalate Macintosh Print and Driver Issues
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 the MAC OS version||Info used for analysis||Version is located under the Apple Icon by clicking about this Mac. Or, type, "uname -srv" at a terminal.|
|How is the printer attached?||Info used for analysis||
|What protocol is being used?||Info used for analysis||
|What datastream is being used?||Info used for analysis||
|What type of printer driver is being used?||Info used for analysis||
|Provide the version numbers of the driver and PPD being used||Info used for analysis||Enduser provided|
|Provide a capture of the Apple System Profile.||Info used for analysis||Enduser provided|
|Provide step-by-step instructions to reproduce this observed behavior||Info used for simulation and analysis||Enduser provided|
|Provide print samples of the problem||Info used for analysis||Enduser provided|
|Provide Application name and version||Info used for analysis||Enduser provided|
|Provide spoolfiles/PRN files/ Original Document File||Info used for analysis||Enduser provided|
|Provide information on problem frequency||Info used for simulation and analysis||Enduser provided|
Step 3: Submit to Technical Support
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.