Smart Card Authentication

Smart Card Authentication

Solution type: Device Based

Smart Card Authentication Support

Common hardware issues
Paper jam escalation requirements
Print quality escalation requirements
No power escalation requirements
Supplies escalation requirements
Media escalation requirements
Replacement parts escalation requirements
Error codes or messages escalation requirements
Noise escalation requirements
Printer damage escalation requirements
escalation-guidelines-and-parameters-for-l3-v55349
Knowledge base
Escalation checklist
Hardware requirements
Common hardware issues

Supplies escalation requirements

This article shows the primary information required to escalate supplies issues.
Before proceeding, make sure to fill out the Main escalation information requirement.
Gather the primary requirement for supplies issues.
Requirement and relevance
How to obtain
Cartridge part number and date code
 
The information is important for failure analysis investigation.
End‑user provided
Starter toner or Aftermarket toner cartridge?
 
The information is important for failure analysis investigation.
End‑user provided
Device Statistics pages – should reflect the suspected cartridges
 
The information is important for failure analysis investigation, especially for YIELD complaints.
End‑user provided
Menu Settings pages
 
The information is important for failure analysis investigation, especially for YIELD complaints.
End‑user provided
Event log
 
The information is important for failure analysis investigation.
End‑user provided
Example pages of bad print quality
 
The information is used if dealing with print quality complaint.
End‑user provided
SPECIALIZED REQUIREMENTS
For Customer Supplies Escalations supported by a Field Service Engineer or Account Manager, please post your concern on the "Supplies Central - Ask an Expert" Yammer feed. Laser supplies Customer Experience Engineers will then respond with additional questions and information to generate a customer escalation.
  • For LEAKING complaints / picture of leaks, send cartridge AND imaging unit.
  • In case the Supplies Engineering team requires the suspect cartridge(s), samples can be shipped to the following address:
    • For EMEA Region customers –
      Budapest office
      : Lexmark International Technology Hungaria Kft. 1095 Budapest Lechner Ödön fasor 8. Millennium Tower III. 2. floor Hungary Attn:
      Customer Experience
    • For customers on ANY other regions –
      Lexington Office
      :
      Lexmark International Attn:
      Supplies Customer Experience Engineering
       740 W New Circle Rd. Bldg 032/035 Dock TSC Laser Supplies Analysis Lexington, Ky. 40550
LEGACY ID:
FA870

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