Overview
Collect or capture all of the information below before opening an escalation item.
IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.
Step 1:Gather the 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
- New roll out or new installation
[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR]
Summary of Requirements
| Requirement | E-mail Condition |
| Unable to the Send | Scan Quality | Workflow issue | E-mail Alerts |
| Menu Settings Page | | | | |
| E-mail Transmission Log | | X | X | X |
| Network Trace | | X | X | |
| Scanned Sample Output or Sample File | X | | X | X |
Required
NOTE: Also, be ready to provide any of the information found in tables below for each of the e-mail condition listed.
Step 2:
Gather the common requirement for all Scan to E-mail-related issues.| Common 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 Click here for more information. |
Step 3:Select a topic from the list below to view additional requirements specific to your issue.
Return to main Escalation Checklists page
Unable to Send
| Requirement | Relevance | How to obtain |
| E-mail Transmission Log | Contains the error and status. | Make sure this log is configured to Print. You can enable this setting via Menus > Settings > E-mail settings > Transmission Log. |
Network Trace | Captures all the network traffic on the printer and provides detailed information for network analysis. | Click here for more information on how to perform a network trace. |
Return to topics
Scan Quality
| Requirement | Relevance | How to obtain |
| Scanned Sample Output or Sample File | Result/appearance of the scanned output versus the original which is needed for diagnosis. | Scan Printed Output or capture a sample file. |
Return to topics
Workflow Issue
| Requirement | Relevance | How to obtain |
| Detailed Scan to E-mail workflow description | Required for understanding all processes and functions of the workflow. | Enduser provided |
| Step-by-step description of procedure required to reproduce the problem | Info used for simulation and analysis. | Enduser provided |
Return to topics
E-mail Alerts
| Requirement | Relevance | How to obtain |
| Network Trace | Captures all the network traffic on the printer and provides detailed information for network analysis. | Click here for more information on how to perform a network trace. |
Return to topics
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: FA929