This provides additional information about the solution’s environment.
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Go to http://<loadbalancerIP:9780/lmc to open the Lexmark Management Console (LMC). Log in using valid credentials. Click on About . Note the full version and/or obtain a screenshot.
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This provides additional information about the solution’s environment.
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Go to http://<loadbalancerIP:9780/lmc to open the LMC. Log in using valid credentials. Click on the Solutions tab, and on the left-hand pane select All Solutions. Make sure to obtain all solutions' names and versions .
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Install type (for example: Workgroup/Enterprise)
Indicate the number of Load Balancer and App Server.
Info is used for simulation and analysis.
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Go to http://loadbalancerIP:9780/lmc to open the LMC. Log in using valid credentials. Click on the System tab, and on the left-hand pane select System Status . Take a screenshot. Make sure the browser's address bar , Server Address , and Hostname column are captured.
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Type of setup / environment
Hybrid or not a hybrid, for example, LDD is Firebird, LPM is MSSQL. etc.
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An unlicensed product or expired license will render the product unusable.
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Go to http://<loadbalancerIP:9780/lmc to open the LMC. Log in using valid credentials. Click on the System tab, and on the left-hand pane select Licenses . The list of installed licenses is displayed (for example:, Print Release requires Client, Server and MFP licenses). Verify whether the MFP and Server licenses have not expired.
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This document contains all the printer settings and running firmware code.
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Using the printer Control Panel – On the printer, press Menu > Reports > Menu Settings Page . Using the Embedded Web Server ( EWS ) – Access the printer's EWS, go to Reports > Device Settings . Copy and paste the displayed information to a notepad or text editor.
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It documents all the errors or crashes experienced by the eSF apps' user.
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Open the printer's EWS via a web browser (for example; Mozilla Firefox, Google Chrome). Enter the printer's IP address followed by /se (for example; http://192.168.1.2/se ). Select Embedded Solutions . Clear the log file to ensure that new log files will be captured to better isolate the problem. Go to Set Logging Level , select YES for Allow debugging entries in the log? , and hit Submit . This will turn ON Debugging Mode . Reproduce the problem. Repeat Steps 1 , 2 , and 3 , and then click on Log File . Copy and Save all the entries as .txt .
Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved.
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Exported embedded solutions settings
This contains the configuration on how the eSF application is set up
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Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome). Enter the printer's IP address (for example, http://192.168.1.2 ). Select Settings > Import/Export , and then click Export Embedded Solutions Settings File .
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Exported security settings
This contains the configuration on how the printers security settings are set up.
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Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome). Enter the printer's IP address (for example, http://192.168.1.2 ). Select Settings > Import/Export , and then click Export Embedded Security Settings File .
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This provides a history of the failure.
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Go to http://<loadbalancerIP:9780/lmc to open the LMC. Log in using valid credentials. Click on the System tab, and on the left-hand pane select Jobs .
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This provides a history of the failure.
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Go to http://<loadbalancerIP:9780/lmc to open the LMC. Log in using valid credentials. Click on the System tab, and on the left-hand pane select Log .
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LDD installation log files
This provides information if the installation went well.
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Collect from the Load Balancer
Navigate to C:\Users\All Users\Lexmark\LDD4x . Note that C:\ can be a different drive letter depending on where the installation files are saved. Obtain all files with a .log extension..
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This provides information of any firebird database‑related issue.
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Collect from the database ( DB ) server, which is usually the Load balancer .
Navigate to C:\Program Files\Lexmark\Solutions\Firebird . Note that C:\ can be a different drive letter depending on where the installation files are saved. Obtain all files with a .log extension.
This may not be needed if customer is using full‑sqlserver database .
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This contains information about the Load Balancing service.
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Collect from the Load Balancer .
Navigate to C:\Program Files\Lexmark\Solutions\Apache2\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved. Obtain all files with a .log extension. You may obtain those that cover the dates when the issue occurred.
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This contains information about the Load Balancing service.
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Collect from the Load Balancer .
Navigate to C:\Program Files\Lexmark\Solutions\ApacheAgent\logs . Note that C:\ can be a different drive letter depending on where the installation files are saved. Obtain all files with a .log extension.
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The logs contain the activity logs of LDD applications.
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Collect from the App Server .
Navigate to C:\Program Files\Lexmark\Solutions\tomcat\logs. . Note that C:\ can be a different drive letter depending on where the installation files are saved. Obtain all files with a .log extension.
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Info is used for simulation and analysis.
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Collect from the App Server .
Navigate to C:\Program Files\Lexmark\Solutions\ApacheAgent\logs . Note that C:\ can be a different drive letter depending on where the installation files are saved. Obtain all files with a .log extension.
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Event Logs–Application Log
This contains information about Services failing upon startup, logs from LDD Client Service, components that may have failed, etc.
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Collect from where the issue happens (for example,, Load Balancer , App Server , or Print Server ).
Click Start , type cmd, right-click on cmd , and then select Run as administrator . Type wevtutil.exe export-log Security%userprofile%\desktop\Security.evtx, and then press Enter .
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System Information (msinfo)
Used to verify system resources, status of services, system's time zone and time, etc.
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Collect from where the issue happens (for exmple, Load Balancer , App Server , or Print Server ).
Click Start > Run , type msinfo32 , and then click OK . Click File > Save and label file as sysInfo.nfo . Do not use Export as it will result to a .txt file.
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IP Configuration (ipconfig)
This contains network related information: DNS, IP Address, MAC Address, etc.
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Collect from where the issue happens (for exmple, Load Balancer , App Server , or Print Server ).
Click Start , type cmd , right-click on cmd, and then select Run as administrator . Type ipconfig/all > %userprofile%\desktop\ipconfig.txt , and then press Enter .
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Server ports status (Netstat)
This contains information about open ports and their current state.
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Collect from where the issue happens (for exmple, Load Balancer , App Server , or Print Server ).
Click Start , type cmd , right-click on cmd, and then select Run as administrator . Type Netstat -a > %userprofile%\desktop\PortStatus.txt , and then press Enter .
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Number of users and printers affected
This is used to identify whether the issue is specific only to a certain printer model or printer family, or if it is a site-wide downtime for prioritization.
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Verify the number of printers exhibiting the reported issue and the number of users affected, with their location (e.g., a single user versus users in Office X only, versus all users worldwide).
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Was the solution version upgraded? What was the prior version?
Important to know if a break in functionality was the result of an update process.
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Antivirus application installed
Important to identify whether a critical blocked folder or process is potentially being blocked.
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