Lexmark Printer Management Agent for MPS issues primary escalation requirements

Lexmark Printer Management Agent for MPS issues primary escalation KB

Index

Common requirements

Ensure you can print to the printer

Verify whether the LPMA service is running on the client computer

Verify whether LPMA data is available

Collect MPSLOGGER.log

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Common requirements

Before proceeding, make sure to fill out the Main escalation information requirement.

If a device is involved, gather these common requirements
for all Lexmark Printer Management Agent for MPS
-related issues.

Please utilize all available technical support resources before electing to escalate issues.

Requirement and relevance	How to obtain
Ensure you can print to the printer To verify printer communication	Perform a test print.
Verify whether the LPMA service is running on the client computer This is required for the app to work.	Go to Start , type services , and then click Services to open the window. Locate and make sure that the Lexmark Printer Management Agent service is started .
Verify whether LPMA data is available To verify missing data in the Lexmark Data Collection Manager (LDCM) when data is not collected	Make sure that MPSConfiguration.ini file has MPS_STATUS] ¬ RUN_ON_STARTUP=ENABLED, and then restart the LPMA service to trigger file generation. Verify whether the webserver url https://<server name or IP address>:8443/localagent/localagent.jsp is reachable from the client computer and results in a Connection Successful message. If connection is not successful , make sure that the server's outbound port 8443 is open and is not blocked by any Firewall, Router, or Proxy server.
Collect MPSLOGGER.log Info is used for simulation and analysis.	Make sure that MPSConfiguration.ini file has MPS_STATUS] ¬ LOGGING_LEVEL=ALL LOG_FILE_NAME=C:\Users\<username>\Desktop\lpmalogs\MPS.log , and then restart the LPMA service to trigger file generation. Print multiple files to the printer. Collect the MPSLOGGER.log file (or the set LOG_FILE_NAME) found in the C:\ProgramData\LPMA or C:\Documents and Settings\All Users\LPMA folder . It will indicate the function and whether the data is successfully sent to LDCM web server. Additionally, if MPS logging is set to “ALL”, an XML file will appear in the folder and should contain printer information (if printer communication is working). Provide the LOG file to Lexmark Technical Support.

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LEGACY ID: FA1069