1. guides
  2. en
  3. Knowledge base
  4. Escalation checklist
  5. Firmware requirements
  6. Firmware
  7. 900.xx primary escalation requirements

900.xx primary escalation requirements

900.xx primary escalation KB
Back to index

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
900.xx
-related issues.
Please utilize all available technical support resources before electing to escalate issues.
Requirements and relevance
How to obtain
Menu Settings Page
This document contains all the printer settings and running firmware code.
On the printer, press
Menu
 >
Reports
 >
Menu Settings Page
; or click here for more information.
Logs Gzip
Applies to all Network-connected MFPs
This is a compressed file which contains all the logs from the printer's SE page.
  1. Open printer's Web interface.
    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
    2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
    3. Press
      Enter
      .
  2. Select
    Logs Gzip Compressed
    to download the file.
  3. Save
    the file; e.g.,
    logs.tar.gz
    .
History Information Log
This log is NOT required if Logs Gzip is provided.
It contains the history of printer errors and secondary crash codes, which is helpful for diagnosis.
This is just the equivalent of the Event Logs that can be found from the SE web page.
  1. Open printer's Web interface.
    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
    2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
    3. Press
      Enter
      .
  2. Select
    HIstory Information
    .
  3. Save
     the file.
These set of instructions applies to all Network‑connected MFPs.
  1. Turn
    OFF
     the printer.
  2. Press and hold
    2
     and
    6
    .
  3. Turn
    ON
     the printer.
  4. Release the buttons after ten seconds.
  5. From the Config Menu, Select
    Reports
     and select
    Print Log
    .
The instruction above is just an example and might vary from one printer model to the other when accessing
Config Menu
.
Back to index

Additional requirements

Capture the following additional requirements by clicking on the links to obtain the specific logs required.
LEGACY ID:
FA876

This site uses cookies for various purposes including enhancing your experience, analytics, and ads. By continuing to browse this site or by clicking "Accept and close", you agree to our use of cookies. For more information, read our Cookies page.