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  5. Publishing Platform for Retail app‑specific escalation requirements
Lexmark Forms Printer 2581n+

Lexmark Forms Printer 2581n+

Printer features: Dot matrix

Lexmark Forms Printer 2581n+ Support

Publishing Platform for Retail app‑specific escalation requirements

App-specific requirements for Publishing Platform for Retail (PPR)
Before proceeding with these requirements, make sure that the Enterprise solution primary escalation requirements is already gathered.

InStorePublisher

  • Always ask for the exact steps to reproduce the issue.
  • Print issues
    • How many stores are affected?
    • What’s the expected/unexpected output? (capture screen shot)
    • Any error messages along with the unexpected print? (capture screen shot if it has error)
    • StoreID of affected store
    • Ask for Batch ID (capture screenshot)
    • Ask for Batch Name (capture screenshot)
    • Check how the batch been created or who created the batch
    • Ask for template name if possible
    • Try to print it output on PDF and capture the result
    • If it’s only for specific sign, ask for the exact name of sign
    • Get SIID from sign if possible
  • Number of copies shows zero and not able to print it.
    • Ask for specific batch
    • Ask how the batch been created then check why the others are showing the number of copies and the one reported show’s zero.
    • Capture the specific batchID
    • Capture the specific batchName
    • Capture the StoreID of affected store
  • Request to modify or update a template
    • Ask for the exact template name that needs to be modified
    • Ask for a sample of the template that they expect
Print Control Issue
Note:
• InternetExplorer uses v9.5 & below (activeX control). • GoogleChrome uses v9.6 & above (Lexmark Publishing Platform Control service).
Uses v9.5 & below.
  • Make sure they have already added the PPR on browser as trusted site / Compatibility View Settings.
  • If print control uses ActiveXcontrol (v9.5 and below), Make sure its enabled and present on Browsers Add-ons
Uses v9.6 & above.
  • Make sure that Lexmark Print service is running and shows in system tray
  • Any error messages along when printing? (capture screenshot if it has an error)
    • Check if error happens only on specific batch
    • Ask for Batch ID (capture screenshot)
    • Ask for Batch Name (capture screenshot)
  • Capture print control logs.
    Note:
    Make sure to set the log Level to Information then reproduce the issue.
    • Advanced
      >
      Network Setup
      >
      Log Level
      >
      View
  • Capture also the event viewer logs from the application server.
For PPR Cloud Customers:
  • Request to process uploaded file on FTP
    • Verify the files present on customers FTP site
    • Verify to the customer if it’s for staging/production
    • Inform L3/Cloud retail that customer got a request to process uploaded files on ftp.
Publishing Platform Manager:
  • Request to restore deleted batches
    • Verify if its only for specific store or all stores
    • Capture the exact batchname
    • Capture the exact batchID
    • From what store the batch been deleted?
  • Request to distribute a batch from one store another
    • Capture the store number where the batch will be distributed
    • Capture the exact batchname
    • Capture the exact batchID
  • FOR PPR CLOUD: Customers didn’t get (something) that they expected:
    • e.g. CSV Report
    • e.g. Vestcom FTP file
    • e.g. Rexall Distribution
    • Different customers have a variety of items
      • Ask what they expect to get and Documents necessary information and always check with L3 for assistance
LEGACY ID:
FA874