Information Required to Escalate 976.xx Errors

Overview

Collect or capture all information below before opening an escalation item.

IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.

Step 1: Gather mandatory information below for ALL escalations.

• Customer Information
  • Account Name
  • Account Address
  • Customer Name
  • Phone Number
  • Email Address
• Lexmark Device Machine Type/Model

IMPORTANT! Please utilize this escalation template:

[PROBLEM DESCRIPTION]

• Problem frequency
• Readily repeatable or random issue

[SETUP or ENVIRONMENT] to include:

• Number of affected devices (include Lexmark and/or non-Lexmark printers)
• New roll out or new installation

[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR]

Step 2:Log collection varies per model and printer firmware code.

Step 3:

Gather all requirements to escalate any 976.xx errors.

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Requirement	Relevance	How to obtain
Menu Settings Page	This document contains all the printer settings and running firmware code.	On the printer, press Menu > Reports > Menu Settings Page; or xref_FA877_xref for more information.
Network Setup Page	This document contains the device's network settings.	On the printer, press Menu > Reports > Network Setup Page.
History information log Note: This applies to all Network-connected MFPs.	This document contains the machine's History Information.	1. Open printer's Web interface. To do this: Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se Press Enter. 2. Select History Information. 3. Save the file.

Additional information

If you have any questions or encounter problems when collecting the data required above, please contact your next level of support or Lexmark Technical Support for any additional suggestions.

Additional information may be requested by the support agent.

LEGACY ID: FA1010