Information Required to Escalate Copy Issues

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 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]

Step 2:

Gather the common requirement for all Copy-related issues.

Common RequirementRelevanceHow 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.

Step 3:Select a topic from the list below to view additional requirements specific to your issue.

xref_FA861_xref

Scan Quality

RequirementRelevanceHow to obtain
Scanned Sample Output or Sample File Result/appearance of the scanned output versus the original; needed for diagnosisScan a printed output or capture a sample file.

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Workflow Issue

RequirementRelevance
How to obtain
Detailed Scan to Copy workflow description ?Describes the exact problem seen relating to Copy workflows; required in order to understand all processes and functions of the workflowEnduser provided
Step-by-step description of procedure required to reproduce the problem Used for the diagnosis and analysisEnduser provided

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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: FA930
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