Information Required to Escalate MVE Issues

Overview

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

Note:  Make sure to utilize all available technical support resources before electing to escalate an issue.

Procedure

  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
    • Note:  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]
  2. Gather all requirements to escalate any MVE-related issues.

    Requirement and relevanceHow to obtain

    Menu Settings Page (MSP) from one or more affected printers

     

    This document contains all the printer settings and running firmware code.

    1. Using the printer Control Panel – On the printer, press Menu > Reports > Menu Settings Page.

    2. Using the Embedded Web Server (EWS) – Access the printer's EWS, go to Reports > Device Settings. Copy and paste the displayed information to a text editor or save as PDF/HTML file.

    Note:  See HO3647 for more information.

    Network Setup Page

     

    This document contains a summary of network related settings on the printer.

    1. Using the printer Control Panel – On the printer, press Menu > Reports > Network Setup Page.

    2. Using the Embedded Web Server (EWS) – Access the printer's EWS, go to Reports > Device Settings. Copy and paste the displayed information to a text editor or save as PDF/HTML file.

    Note:  See HO3647 for more information.

    Logs GZIP File(s) from one or more affected printers

    Note:  Reproduce the problem immediately prior to obtaining the logs GZIP file(s)

    1. Open printer's Web interface for the SE page.

      To do this:

      1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

      2. Enter the printer's IP Address followed by /se,e.g., http://192.168.1.2/se

      3. Press Enter.

    2. Select Logs Gzip Compressed to download the file.

    3. Save the file;

      e.g., logs.tar.gz.

    Click here for more details on Logs Gzip; for example, supported printers, collection, and special considerations.

    Database used; specify the version

    Note:  For example, Firebird, MS SQL Server

     

    This is useful information when evaluating possible database issues.

    If you performed the default installation, this database will default to Firebird.

    Otherwise, most administrators will know if they have installed and configured the database for Microsoft SQL Server.

    Export Settings UCF or Export Configuration VCC ZIP File

     

    This contains the configuration on how the printer's base settings are set up.

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

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

    3. For printers released after 2015, click the Export Configuration button, select All Settings and save the exported.zip file.

    4. For printers released prior to 2015, select Settings.

    5. Click on Import/Export, and then click on Export Settings File. Repeat this procedure for Security Setups, Embedded SolutionsSettings, and Shortcuts.

    6. For detailed instructions, refer to this article.

    MVE Version and Upgrade History

     

    Used for simulation and analysis.

    See application User Interface: After logging in, the lower left-hand corner of the page has the About link.

    Logs folder

     

    This folder contains all MVE server logs.

    Capture these log files immediately after reproducing the problem.

    1. Locate the MVE default install directory. The typical path would be C:\Program Files\Lexmark\Markvision Enterprise\Tomcat\Logs

    2. Add all the log files to a ZIP archive and include this with the submission.

    MVE Task Log

     

    The application Task Log that captures the failure.

    1. Login to the MVE Web Console.

    2. In the upper right-hand side, select the Tasks Menu.

    3. Select the Logs menu

    4. Select the Time Period that encapsulates the failing case (for example, “Last 7 Days”).

    5. Select Export to CSV.

    6. Save the exported file and include this with the submission.

    Exported System Information

     

    This file contains comprehensive information about a computer's configuration.

    1. From the Start Menu, locate the System Information application.

    2. From the File menu, select Export.

    3. Save the information as a Text file and include this with the submission.

    Screenshots of the problem

     

    Info is used for simulation and analysis.

    End-user provided

LEGACY ID: FA893

Was this article helpful?
Top