Mainframe primary escalation requirements
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Mainframe primary escalation requirements

This article serves as a guide to gathering necessary information before opening an escalation item for Mainframe issues.

**LEXMARK PARTNER & TSC AGENT SECTION ONLY**

Before proceeding, make sure to fill out the Main escalation information requirement.
Gather the primary requirement for Mainframe‑related issues.

Before you begin

Before escalating issues for the
2016 Released printers
, make sure the following security settings are enabled. These two security print features should have to be ticked or enabled in order for the printer to print any jobs sent to it.
  1. EWS > Security > Function Access > B/W Print
  2. EWS > Security > Function Access > Color Print

Requirements

Requirement and Relevance
How to Obtain
Provide the Operating System (OS) version
Info is used for simulation and analysis.
End user provided; e.g.,
  • z/OS
  • VSE
  • VM
  • Other
What datastream is being used?
Info is used for simulation and analysis.
End user provided; e.g.,
  • AFP / IPDS
    Provide the IPDS code level.
  • SCS
  • PS
  • PCL
  • PDF
  • SCS/TNe, Provide the following:
    • SCS/TNe code level
    • Short IDB Status Page
How is the printer attached?
Info is used for simulation and analysis.
End user provided; e.g.,
  • Ethernet/LAN
  • Coax
  • Twinax
  • Token Ring
  • Serial
  • Parallel
What print application is being used on the host? Provide version.
Info is used for simulation and analysis.
End user provided; e.g.,
  • PSF
  • IPM
  • JES
  • VPS
  • CICS
  • LPR
  • Specify Others
Is this a "mixed job" environment?
Info is used for simulation and analysis.
If
Yes
, the failing printer also prints...
  • PCL
  • PS
  • PDF
If
No
, the environment is only IPDS or Infoprint.
Menu Settings Page
This document contains all the printer settings and running firmware code.
If other devices are available and working, please include their Menu Settings pages as well.
On the printer, press
Menu
 >
Reports
 >
Menu Settings Page
Network Trace of the failure
This wireshark trace captures all the network traffic on the printer and provides detailed information for network analysis.
Refer to the “Capturing an IPDS Trace in AS400 / OS400 Environments” article to view the steps.
Have changes been made to the network or environment around the time the failure was experienced?
Info is used for simulation and analysis.
If
Yes
, provide details of changes made.
What is common between the printers having this issue?
Info is used for simulation and analysis.
End user provided
Is there a method of recovery currently in place?
Info is used for simulation and analysis.
Please list the method of recovery used:
  • Printer reset
  • Adapter reset
  • POR (Power-on reset)
  • Setting changes, specify
  • Specify Others
Sample output or print samples
Info is used for simulation and analysis.
This is needed for output-related issues.
Get a
bad output
 sample:
  1. Print bad output.
  2. Highlight sections printed
    incorrectly
    .
Get a
good output
 sample:
  1. Print good output.
  2. Highlight sections printed
    correctly
    .
Copy of printer definition file from the host showing the customer-installed options and parameters; e.g., IP address, Port, etc.
Info is used for simulation and analysis.
The following steps require supervision. Please consult with your
IT specialist
 prior to obtaining this file.
  1. Log in to your account and navigate to
    ISPF
     menu.
  2. Under
    ISPF
     menu, type
    3
     (
    Utilities
    ) on the command line.
  3. Under
    Utility Selection Panel
    , type
    4
     (
    Dslist
    ) on the command line.
  4. Type the name of
    Dsname Level
    ; e.g., sys1.xxx1.proclib (name of proclib).
  5. Type "
    v
    " beside proclib to
    View
    .
  6. Search for the member where printer definitions are found; e.g., LPSFxxx in the command line.
  7. Once you see the member, type "
    v
    " beside the name
    View
    .
It will now display some printer definition file settings. Click here to view sample images.
Capture any error message(s) on the operator panel or on the system host.
Provides a good overview of the problem especially if it’s a system error message.
End user provided
Select a topic from the list to view additional requirements specific to your issue.
LEGACY ID:
FA887

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