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  2. Solutions
  3. Smart Card Authentication
  4. Interactive user guide
  5. Lexmark Document Distributor‑based apps primary escalation requirements
Smart Card Authentication

Smart Card Authentication

Solution type: Device Based

Smart Card Authentication Support

Enterprise Solutions
Lexmark Printer Management Agent for MPS issues primary escalation requirements
Forms Composer and Forms Manager Issues primary escalation requirements
Enterprise solution primary escalation requirements
Lexmark Solutions Platform app‑specific escalation requirements
Lexmark Fleet Manager app‑specific escalation requirements
Lexmark Cloud Services app‑specific escalation requirements
LPM serverless app‑specific escalation requirements
Lexmark Testing Assistant app‑specific escalation requirements
Pharos Blueprint app‑specific escalation requirements
Publishing Platform for Retail app‑specific escalation requirements
Lexmark Document Distributor‑based apps primary escalation requirements
LPM Premise additional escalation requirements
TGX additional escalation requirements
Educational station additional escalation requirements
eForms additional escalation requirements
Custom apps or SDKs additional escalation requirements
Third party support additional escalation requirements
Lexmark Fleet Manager primary escalation requirements
Lexmark Fleet Tracker data points additional escalation requirements
Lexmark Solutions Monitor data points additional escalation requirements
Management Information Base data points additional escalation requirements
Oracle database additional escalation requirements
Lexmark Remote Asset Manager data points additional escalation requirements
LSP Premise escalation requirements
Knowledge base
Escalation checklist
Solutions and device-based app requirements
Enterprise Solutions

Lexmark Document Distributor‑based apps primary escalation requirements

Lexmark Document Distriutor‑based apps primary escalation KB

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
LDD based apps
-related issues.
Please utilize all available technical support resources before electing to escalate issues.
Requirements and relevance
How to obtain
LDD version
This provides additional information about the solution’s environment.
  1. Go to
    http://<loadbalancerIP:9780/lmc
     to open the Lexmark Management Console (LMC).
  2. Log in using valid credentials.
    • Default Username:
      admin
    • Password:
      admin
  3. Click on
    About
    . Note the full version and/or obtain a screenshot.
Solution version
This provides additional information about the solution’s environment.
  1. Go to
    http://<loadbalancerIP:9780/lmc
     to open the LMC.
  2. Log in using valid credentials.
    • Default Username:
      admin
    • Password:
      admin
  3. Click on the
    Solutions
     tab, and on the left-hand pane select All Solutions.
  4. Make sure to obtain
    all solutions' names
     and
    versions
    .
Install type (for example: Workgroup/Enterprise)
Indicate the number of Load Balancer and App Server.
Info is used for simulation and analysis.
  1. Go to http://loadbalancerIP:9780/lmc to open the LMC.
  2. Log in using valid credentials.
    • Default Username:
      admin
    • Password:
      admin
  3. Click on the
    System
     tab, and on the left-hand pane select
    System Status
    .
  4. Take a screenshot. Make sure the browser's
    address bar
    ,
    Server Address
    , and
    Hostname column
     are captured.
Type of setup / environment
Hybrid or not a hybrid, for example, LDD is Firebird, LPM is MSSQL. etc.
Licenses
An unlicensed product or expired license will render the product unusable.
  1. Go to
    http://<loadbalancerIP:9780/lmc
     to open the LMC.
  2. Log in using valid credentials.
    • Default Username:
      admin
    • Password:
      admin
  3. 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).
  4. Verify whether the MFP and Server licenses have
    not
     expired.
Menu Settings Page
This document contains all the printer settings and running firmware code.
  1. Using the printer
    Control Panel
     – On the printer, press
    Menu
    >
    Reports
    >
    Menu Settings Page
    .
  2. 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.
Embedded Solutions Log
It documents all the errors or crashes experienced by the eSF apps' user.
  1. Open the printer's EWS via a web browser (for example; Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     followed by
    /se
     (for example;
    http://192.168.1.2/se
    ).
  3. Select
    Embedded Solutions
    .
  4. Clear the log file to ensure that new log files will be captured to better isolate the problem.
  5. 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.
  6. Repeat
    Steps 1
    ,
    2
    , and
    3
    , and then click on
    Log File
    .
  7. Copy and
    Save
    all the entries as
    .txt
    .
Make sure to turn
OFF
 Debugging Mode once troubleshooting is completed and the issue is resolved.
Exported embedded solutions settings
This contains the configuration on how the eSF application is set up
  1. Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     (for example,
    http://192.168.1.2
    ).
  3. Select
    Settings
     >
    Import/Export
    , and then click
    Export Embedded Solutions Settings File
    .
Exported security settings
This contains the configuration on how the printers security settings are set up.
  1. Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome).
  2. Enter the printer's
    IP address
     (for example,
    http://192.168.1.2
    ).
  3. Select
    Settings
     >
    Import/Export
    , and then click
    Export Embedded Security Settings File
    .
LMC job report
This provides a history of the failure.
  1. Go to
    http://<loadbalancerIP:9780/lmc
     to open the LMC.
  2. Log in using valid credentials.
    • Default Username:
      admin
    • Password:
      admin
  3. Click on the
    System
     tab, and on the left-hand pane select
    Jobs
    .
  4. Click
    Export report
    .
LMC log report
This provides a history of the failure.
  1. Go to
    http://<loadbalancerIP:9780/lmc
     to open the LMC.
  2. Log in using valid credentials.
    • Default Username:
      admin
    • Password:
      admin
  3. Click on the
    System
     tab, and on the left-hand pane select
    Log
    .
  4. Click
    Export report
    .
LDD installation log files
This provides information if the installation went well.
Collect from the
Load Balancer
  1. 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.
  2. Obtain all files with a
    .log
     extension..
Firebird database log
This provides information of any firebird database‑related issue.
Collect from the database (
DB
) server, which is usually the
Load balancer
.
  1. 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.
  2. Obtain all files with a
    .log
     extension.
This may
not
 be needed if customer is using
full‑sqlserver database
.
Apache 2 logs
This contains information about the Load Balancing service.
Collect from the
Load Balancer
.
  1. 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.
  2. Obtain all files with a
    .log
     extension.
    You may obtain those that cover the dates when the issue occurred.
ApacheAgent logs
This contains information about the Load Balancing service.
Collect from the
Load Balancer
.
  1. 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.
  2. Obtain all files with a
    .log
     extension.
Tomcat logs
The logs contain the activity logs of LDD applications.
Collect from the
App Server
.
  1. 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.
  2. Obtain all files with a
    .log
     extension.
Event logs‑security
Info is used for simulation and analysis.
Collect from the
App Server
.
  1. 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.
  2. Obtain all files with a
    .log
     extension.
Event Logs–Application Log
This contains information about Services failing upon startup, logs from LDD Client Service, components that may have failed, etc.
Collect from where the issue happens (for example,,
Load Balancer
,
App Server
, or
Print Server
).
  1. Click
    Start
    , type cmd, right-click on
    cmd
    , and then select
    Run
     as
    administrator
    .
  2. Type
    wevtutil.exe export-log Security%userprofile%\desktop\Security.evtx,
     and then press
    Enter
    .
System Information (msinfo)
Used to verify system resources, status of services, system's time zone and time, etc.
Collect from where the issue happens (for exmple,
Load Balancer
,
App Server
, or
Print Server
).
  1. Click
    Start
     >
    Run
    , type
    msinfo32
    , and then click
    OK
    .
  2. Click
    File
     >
    Save
     and label file as
    sysInfo.nfo
    .
    Do
    not
     use
    Export
     as it will result to a
    .txt
     file.
IP Configuration (ipconfig)
This contains network related information: DNS, IP Address, MAC Address, etc.
Collect from where the issue happens (for exmple,
Load Balancer
,
App Server
, or
Print Server
).
  1. Click
    Start
    , type
    cmd
    , right-click on cmd, and then select
    Run as administrator
    .
  2. Type
    ipconfig/all
     >
    %userprofile%\desktop\ipconfig.txt
    , and then press
    Enter
    .
Server ports status (Netstat)
This contains information about open ports and their current state.
Collect from where the issue happens (for exmple,
Load Balancer
,
App Server
, or
Print Server
).
  1. Click
    Start
    , type
    cmd
    , right-click on cmd, and then select
    Run as administrator
    .
  2. Type
    Netstat -a > %userprofile%\desktop\PortStatus.txt
    , and then press
    Enter
    .
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.
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).
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.
Antivirus application installed
Important to identify whether a critical blocked folder or process is potentially being blocked.
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LEGACY ID:
FA1056

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