Information Required to Escalate 'MarkVision Enterprise' 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: Capture 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|
|MVE version and upgrade history||Info used for analysis||See appliaction "About in the upper right-hand corner of the MVE User Interface, and obtain the MVE version and build information.|
|Tomcat folder||This folder contains all MVE related logs||
Capture this log file immediately following the failure.
|Database used||Useful information for software engineering members when evaluating possible database issues||If you performed the default installation, this databe will default to Firebird. Otherwise, most administrators will know if they have installed and configured the database for Microsoft SQL Server.|
|Exported System Information||This files contains comprehensive information about a PC's configuration||From the Start Menu, navigate to Programs> Accessories> System Tools > System Info|
|Screenshots of the problem||Info used for 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.