Required information to Escalate Lexmark Document Distributor-Based App issues

Issue description

This article serves as a guide to gathering necessary information before opening an escalation item for Lexmark Document Distributor (LDD)-based app issues.

Affected solutions include:

  • Lexmark Document Distributor
  • Lexmark Print Management Premise
  • Testing and Grading Solutions
  • Education Station
  • eForms
  • Software Development Kits
  • Other custom apps

Note:  Make sure to use all available technical support resources before electing to escalate issues.

Escalation template

Note:  Please use this escalation template:

[PROBLEM DESCRIPTION]

  • Problem frequency
  • Readily repeatable or random issue

[SETUP or ENVIRONMENT] to include:

  • New roll out or new installation

[STEPS TO REPRODUCE] – Kindly include video or screenshot/s of the issue, if possible.

[ACTUAL BEHAVIOR]

[EXPECTED BEHAVIOR]

Solution

  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

  2. Gather primary requirements for all LDD-based app issues. Please provide reason/s if you cannot collect any items on the required list.

  3. Reference each solution’s table below to view additional requirements specific to your LDD-based app.

Requirements

LDD‑based app requirements

Requirement and RelevanceHow 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 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 the Solutions tab, and on the left-hand pane select All Solutions.

  4. Make sure to obtain all solutions' names and versions.

Install type (i.e., Workgroup/Enterprise)

Info is used for simulation and analysis.

Note:  Indicate the number of Load Balancer and App Server.

  1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

  2. Log in using valid credentials. Default Username: admin Password: admin.

  3. Click 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 renders 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 the System tab, and on the left-hand pane select Licenses The list of installed licenses is displayed (i.e., 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.

  • 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.

Note:  Click here for more information.

Embedded Solutions Log

It documents all the errors or crashes experienced by the eSF apps' user.

  1. Open the printer's Embedded Web Server (EWS) via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer'sIP address followed by/se (e.g., http://192.168.1.2/se).

  3. Select Embedded Solutions.

  4. Clear the log file to ensure that new log files are 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 turns ON Debugging Mode. Reproduce the problem.

  6. Repeat Steps 1, 2, and 3, and then click Log File.

  7. Copy and Save all the entries as .txt.

Note:  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 (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer'sIP address (e.g., 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 printer's security settings are set up.

  1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome).

  2. Enter the printer's IP address (e.g., http://192.168.1.2).

  3. Select Settings > Import/Export, and then click Export 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 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 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.

Note:  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.

Note:  You can obtain those that cover the dates when the issue occurred.

ApacheAgent logs

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. 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.

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 (i.e., 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 Application %userprofile%\desktop\Application.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 (i.e., 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.

Note:  Do not use Export as it results to a .txt file.

IP Configuration (ipconfig)

This contains network-related information: DNS, IP Address, MAC Address, etc.

Collect from where the issue happens (i.e., 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 (i.e., 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.

LPM Premise

Requirement and RelevanceHow to Obtain

LPM Configuration screenshots

This shows how LPM is configured in terms of connecting to the ActiveDirectory (LDAP), Authentications, credentials, etc.

  1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

  2. Log in using valid credentials. Default Username: admin Password: admin.

  3. Click the Solutions tab, on the upper-left pane select PrintReleasev2, and then on the lower-left pane select Configuration.

  4. Take screenshots of the configuration. Make sure to capture all settings.

Collect all files under ProgramData\Lexmark\PrintManagement.

Needed for diagnosis.

Navigate to ProgramData\Lexmark\PrintManagement folder.

Note:  If empty, then state empty for this piece of information.

Properties file

This contains LPM environment configuration information.

Collect from the App Server.

  1. Navigate to C:\Program Files\Lexmark\Solutions\apps\printrelease\WEB-INF\classes. Note that C:\ can be a different drive letter depending on where the installation files are saved.

  2. Obtain all files with a .properties extension.

TGX

Requirement and RelevanceHow to Obtain

TGX/Drone Configuration screenshots

This shows how TGX is configured in terms of connecting to the ActiveDirectory (LDAP), Authentications, credentials, etc.

  1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

  2. Log in using valid credentials. Default Username: admin Password: admin

  3. Click the Solutions tab, on the upper-left pane select TGX/Drone, and then on the lower-left pane select Configuration.

  4. Take screenshots of the configuration. Make sure to capture all settings.

Roster Related Files

This is required if they have issues with updating roster files.

Collect from the TGX Server.

  1. Navigate to configure the Base Path to Data Section 1.3 in the TGX solution's Settings (e.g., C:\Program Files\Lexmark\Solutions\apps\wf-ldss\tgx\data). Note that C:\ can be a different drive letter depending on where the installation files are saved.

  2. Obtain the following files:

    • tgx.csv
    • tgx.xml

Education Station

Requirement and RelevanceHow to Obtain

Server Status Page screenshot

This provides information about licenses, server status, etc.

  1. Open a web browser (e.g., Mozilla Firefox, Google Chrome) and go to http://<serveripaddress>:9780/lmc/statuspage/?solutionName%3DEducationStation.

  2. Take screenshots of the configuration. Make sure to capture all settings.

eForms

Requirement and RelevanceHow to Obtain

FDD file

This shows the activation conditions, formatting, field maps, etc.

Note:  Obtain the actual form file used.

End user provided

Sample data

This contains data that is merged with the FDD file.

End user provided

Note:  This is usually in .txt format, but can also be a .prn file depending on the app used.

Correct output sample

Used to verify how a correct output looks.

Obtain a scanned copy of the correct output.

Incorrect output sample

This shows how the output looks like when the FDD file is merged with the sample data.

Obtain a scanned copy of the incorrect output.

LDD Forms Printer Configuration screenshots

This shows how the Form Printer is configured.

  1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

  2. Log in using valid credentials. Default Username: admin Password: admin

  3. Click the e-Forms tab, and on the left-hand pane select Form Printers.

  4. Select the affected Form Printer, and then click Edit.

  5. Take screenshots of the configuration. Make sure to capture all settings.

Formset Configuration

This shows how the Formset is configured.

  1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

  2. Log in using valid credentials. Default Username: admin Password: admin

  3. Click the e-Forms tab, and on the left-hand pane, select the affected Formset.

  4. Take screenshots of the configuration. Make sure to capture all settings.

Custom apps or SDKs

Requirement and RelevanceHow to Obtain

.Solution file

Info is used for simulation and analysis.

End user provided

Note:  Obtain the entire solution file or the code line causing the error.

3rd Party Support

Requirement and RelevanceHow to Obtain

Mediation Service Installation of Windows service Log

Info is used for simulation and analysis.

Go to .\Lexmark\EmbeddedThirdParty\third-party-mediation-service\logs, and then obtain a copy of the ThirdPartyMediationService.<timestamp>.log.

Mediation Service run-time Log

Info is used for simulation and analysis.

Go to the following paths, and then obtain the logs:

  • %programdata%\Lexmark\PrintManagement\logs\lpm_base_install.<timestamp>.log

  • %programdata%\Lexmark\PrintManagement\logs\lpm_management_console_install.<timestamp>.log

  • %programdata%\Lexmark\PrintManagement\logs\lpm_thirdparty_install.<timestamp>.log

Lexmark Embedded Third Party Install Logs

Info is used for simulation and analysis.

Go to the following paths, and then obtain the logs:

  • %programdata%\Lexmark\PrintManagement\logs\lpm_base_install.<timestamp>.log
  • %programdata%\Lexmark\PrintManagement\logs\lpm_management_console_install.<timestamp>.log
  • %programdata%\Lexmark\PrintManagement\logs\lpm_thirdparty_install.<timestamp>.log

Sentry Logs

Info is used for simulation and analysis.

  • From the Lexmark Embedded Third Party Management Console Logging tab, select "export", and then select "All Raw Logs". The logs are zipped on the file system.
  • From the Lexmark Base, select a log from the User Interface (UI), and then export it.

LEGACY ID: FA1056
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