Overview
This article serves as a guide to gathering necessary information before opening an escalation item for Security- related issues; i.e., Embedded Web Server ( EWS) Security Settings, Public Key Infrastructure ( PKI), Smart Card Authentication Client ( SCAC).
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:
Gather primary requirements for all Security-related issues.
NOTE: If there are working printers on site, always get comparison logs, and then send both sets of logs. This will help in comparing the settings from a working device with one that has issues.
It is OK if the working device is using PKI solutions while the non-working one is using SCAC, or vice versa.
Requirement | Relevance | How to Obtain |
Menu Settings Page | This document contains all the printer settings and running firmware code. |
NOTE: To view detailed steps on how to gather these logs, please refer to Step 2 of the xref_Step2_xref.
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Logs Gzip
Note: Applies to all Network-connected MFPs
| This is a compressed file that contains all the logs from the printer's SE page. This also contains fwdebug for the last three (3) 900 errors as long as auto reboot is enabled. |
Exported Embedded Solutions Settings | This contains the configuration on how the eSF application is set up. |
Exported Security Settings | This contains the configuration on how the security settings of the printer is set up. |
Exported Device/Printer UCF Settings | This contains the configuration on how the base settings of the printer is set up. |
Embedded Solutions Log
Note: Get the Logs Gzip prior to obtaining this log.
| It documents all the errors or crashes experienced by the eSF apps' user. | 1. Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP addressfollowed 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 will be captured to better isolate the problem. 5. Go to Set Logging Level, select YESfor Allow debugging entries in the log?,and hit Submit. This will turn ON Debugging Mode. Reproducethe problem. 6. Repeat Steps1, 2, and 3, and then click on Log File. 7. Copy and Saveall the entries as .txt. Important!Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved. |
Security Log
Note: The Logs Gzip file mentioned above also captures the Security logs among many others, but may lack some items for Security Log.
| This contains eSF log and LDAP log. | Important!Before you begin, disable Background and Idle Screen if possible. (This app is very noisy and may wrap the log file.) To do so: Go to the printer's web interface by entering the printer's IP address > Settings > Apps – Apps Management OR Device Solutions – Solutions (eSF) OR Embedded Solutions > disable Background and Idle Screen. 1. Open the printer's web interface via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address followed by /se (e.g., http://192.168.1.2/se). 3. Select Security Logs. 4. Click Turn Debugging ON. Click here to view image.
Note: This step applies to 2010-2012 (newer) devices with EC4 firmware code or higher.
5. Reproduce the issue, and then click View Log. 6. Copy and Saveall the entries as .txt.
Note: Capture logs as quickly as possible since this will be reset back "Off" after POR. This provides all the same information you would get from the pkiaddebug All Files report.
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Reference – 2010-2012 Printer Models
Beginning with firmware code EC4, debug functionality is built-in to the firmware; thus, there will be NO need to install the debug app.
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MS61x MS81x MX410 MX51x MX61x MX6500e MX71x MX81x | CS510 CX510 X548 X74x X792 X925 X95x |
NOTE: For any other devices or firmware version below EC4, it requires installation of a Pkiaddebug tool. Please contact Lexmark Technical Support for assistance.
See xref_HO550_xref to view steps on how to identify current firmware code.An x denotes any number within a given printer model series.
Step 3: Select a topic from the list below to view additional requirements specific to your issue.
PKI and SCAC Issues
Note: The following are required for PKI or SCAC Scan to Network Folder ( SNF) issues.
| Requirement | Relevance | How to Obtain |
| Operating system | Info is used for simulation and analysis. | Enduser provided |
| Folder Permission Settings | This contains the information about User Privileges; e.g., Read Only, Write, etc. | Right-click the Destination Folder and click Properties. Go to Sharing tab, click Advanced Sharing..., click Permissions, and then take a screenshot.
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| Security Permission Settings | This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc. | Right-click the Destination Folder and click Properties. Go to Security tab, click Advanced, find Permissions, and then take a screenshot.
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Return to topics
Embedded Security Settings Issues
802.1x
| Requirement | Relevance | How to Obtain |
| 802.1x Server/Versions | This information is used for simulation especially whether the customer is using Cisco ACS or Microsoft RADIUS Server, etc. | Enduser provided |
| Brand/Model/Firmware Info of the Switch | Info is used for simulation and analysis. | Enduser provided |
Return to topics
Active Directory
| Requirement | Relevance | How to Obtain |
| Status Error | It is an overview on the actual problem. | The error would show up if it fails to join the domain. Please provide screenshots. |
| Server Information | Info is used for simulation and analysis. |
Note: Applicable on Windows systems only.
Click Start Menu > Programs > Accessories > System Tools > System Info. Click File, and then Save.
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Return to topics
Addressbook
| Requirement | Relevance | How to Obtain |
| Test Results Error | The actual error would point in the right direction as to which area needs to be reviewed. | Test button can be found on the bottom part of Addressbook Settings in EWS. Please provide screenshots. |
| Active Directory Users and Computer | Needed for better comparison with the address book settings. | Info can be obtained from the Administrator who has access to the Domain Controller, which should indicate where the user is residing. |
Return to topics
SNMP
| Requirement | Relevance | How to Obtain |
| SNMP MIB Walk / SNMP GET | Info is used for simulation and analysis. | Enduser provides this by using a third party SNMP tool. |
Return to topics
Contact Lexmark
If you have any questions or encounter problems when collecting the data required in any of the items provided above, please close this window, go to your product's support page and locate
Get In Touch with Lexmark! for contact information.
NOTE: When calling for support, you will need your printer model/machine type and serial number ( SN). Additional information may be requested by the support agent. Please be near the products described in this article to expedite the support process and reduce callbacks.
LEGACY ID: FA872