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  5. Lexmark Fleet Manager app‑specific escalation requirements
Lexmark M5170

Lexmark M5170

Printer features: Laser, print only, black & white

Lexmark M5170 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 Fleet Manager app‑specific escalation requirements

App‑specific requirements for Lexmark Fleet Manager (LFM)
Before proceeding with these requirements, make sure that the Enterprise solution primary escalation requirements is already gathered.
Make sure to verify if the Lexmark Fleet Tracker product is activated by referring to  how-to-verify-lft-product-activation-ho3880.html.
Provide a detailed problem description:
  1. For
    data roll-up issues
    , include all LFM collectors involved:
    • Lexmark Fleet Tracker (LFT 2.0 only)
    • Lexmark Services monitor (LSM)
    • Embedded Lexmark Services Monitor (eLSM)
    • Lexmark Local Tracker (LLT)
    • Lexmark Print Monitor Agent (LPMA)
  2. Include code levels of affected
    LFM
     products.
  3. Details should include information about the environment, architecture, installation, frequency (persistent and repeatable versus random anomaly), functionality etc.
Collect the
data points
 defined below for any or all solutions that are running in the environment.

LFT Data Points

LFT log files
Relevance
How to obtain (LFT 2.0)
LFT 3.0 Locations
Required for debugging LFT services.
  1. Log on to the server that is hosting the
    LFT 2.0 Application
    .
  2. 2. Open file explorer and navigate to the default path
    C:\Lexmark\Lexmark_LFT\Logs
    .
    .
  3. 3. Copy all log files into a
    .zip
    file and attach to escalation.
C:\Program Files\Lexmark\Fleet Tracker\server\logs
For
e-mail alerts
 and
notifications
 issues, please contact your next level of support or
Lexmark Technical Support
 for assistance in enabling and gathering logs.
Screen capture of problematic behavior (for example; error message, incorrect reading on webpage)
Relevance
How to obtain (LFT 2.0)
LFT 3.0 Locations
Provides a good overview of the problem, especially if it’s a system error message.
Use the
ALT + Print Screen
feature in windows, or any screen capture utility available.
Same as
LFT 2.0
.
Check Oracle version installed on the hosting server
Relevance
How to obtain (LFT 2.0)
LFT 3.0 Locations
Not Applicable
  1. Open
    LFT 2.0
     webpage.
  2. 2. In left-hand frame under the
    Administration
     section, select
    LFT Status
    .
  1. Open
    LFT 3.0
    .
  2. Click on
    System Configuration
    .
Installation path of LFT and Oracle installations
Relevance
How to obtain (LFT 2.0)
LFT 3.0 Locations
Installation path may vary depending on which version of Oracle is used.
The default path for
LFT
 is
C:\Lexmark\Lexmark_LFT
.
The default path for
Oracle XE
 is
C:\oraclexe
.
C:\ProgramFiles\Lexmark\Fleetracker

LSM Data Points

LSM log file
Relevance
How to obtain
Useful for understanding problematic behavior
  1. Log on to the server that is hosting
    LSM Application
    .
  2. Open
    file explorer
     and navigate to
    C:\Program Files\Lexmark\LSM \rXpress.log
    .
  3. Copy the
    rXpress.log
     file and attach to escalation.
Screen Capture
Relevance
How to obtain
Provides overview of problematic behavior
ALT + Print Screen
 or use a screen capture utility
Confirm rXpress service is running
Relevance
How to obtain
Required service for LSM
  1. Open
    Windows Task Manager
     > select
    Processes
     tab.
  2. Confirm
    rXpress.exe
     and
    rXpressStart.exe
     are running.
Installation path of LSM
Relevance
How to obtain
Not Applicable
The default path for
LSM
 is
C:\Program Files\Lexmark\LSM
.
LSM
 is self-contained and does
not
rely on Oracle for data storage on the LSM collector.
The
LSM
 installer writes into a flat file system that shows up as
rXpress.rx
 in the installation directory. Deleting this file and restarting the LSM will remove
all
 print data from the LSM collector.
Configuration settings
will remain, however, since they are stored in the registry.

Management Information Base (MIB) Data

This is required for device support issues. Collect
MIB
 data using the
iReasoning MIB Browser Free Personal Edition
.
Exported data should be in
XML
 format.
  2. At the bottom of the screen, click “
    I Accept
    ”.
  4. Install the
    MIB Browser
    .
    Please follow the on-screen instructions during installation.
  5. Launch the MIB browser icon.
  6. Enter the printer
    IP address
     in the address field.
  7. Click
    Operations
    , select Walk then click Go.
  8. After the data has loaded in the
    Result Table
    , click the disks icon to begin the XML data export.

Additional Oracle Database (DB) Information

For capacity issues, check the
Oracle version
 size of the
users.dbf
 file to determine whether the database (DB) has gone over its storage capacity.
  1. Determine
    Oracle Version
     to determine size capacity.
    To check the Oracle version, click
    Start
     >
    All Programs
     >
    View Oracle Version
    . Oracle 10g XE = 4 GB; Oracle 11g XE = 11 GB.
  2. Locate
    users.dbf
    file and check size.
    This file determines DB size. Default Oracle install directory:
    C:\oraclexe\app\oracle\oradata\xe\users.dbf
  3. Check the size of
    users.dbf
     against the overall size capacity of the Oracle version being used.
    Issues will result if user.dbf is
    larger
     in size than Oracle version. Escalate DB issues immediately.
LEGACY ID:
FA874

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