Log Name / Information | Job Submission Method | How to collect the log/information |
Browser Name and Version | - Cloud Print Management Portal
| Chrome Browser / Microsoft Edge ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open the Browser and click on the ellipsis/burger button. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on Settings then click About Chrome.
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Chrome OS Version (If using Chromebook) | | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the settings menu in the lower right corner of the screen. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the settings icon (gear) at the top of the settings pop-up menu. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on About Chrome OS on the bottom left of the Chrome OS settings menu. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) You should see the version number just below the About Chrome OS section
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Driver Emulation and Version | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to the Apple Menu → System Preferences → Printers and Scanners. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Select the printer on the list then click on Options & Supplies ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click General. Note the driver version.
Windows ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run then type "Control Printers" and click Ok. The Devices and Printers window should open. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Right Click the Printer Icon used for printing and click Printer properties ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click About tab.
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Email Client App Name and Version | | Get the Name of the Email Client app used to send the email (e.g. Outlook Desktop App, Thunderbird, Outlook web access, etc.) |
Error Screenshot (if any) or Screen Recording | - Chrome Extension
- Cloud Print Management Portal
- Lexmark Mobile Print App
- Lexmark Print Plugin
- LPMC ‑ MacOS
- LPMC ‑ Windows
| Capture Screenshots or a recording of the steps resulting to the issue being reported (preferred) |
Lexmark Cloud Print Management extension version | | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open Chrome Browser ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to chrome://extensions/ and get the version of Lexmark Cloud Print Management by clicking on details.
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Lexmark Mobile Print App Version | | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open the Lexmark Mobile Print App ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to Settings and click About
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Lexmark Print Plugin Version | | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Depending on your Mobile OS, navigate to Apps Management or Installed Application List ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Find and Select Lexmark Print Service Plugin. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Note the version.
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LPMC configuration | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open finder ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) On the finder menu, click on Go > Open Folder ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Type "/Library/Lexmark/LPMC" click on the Go button. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Save a copy of the configuration.xml file.
Windows ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run and type %ProgramData%\LPMC ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Copy the file named configuration.xml
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LPMC Version | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open finder ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) On the finder menu, click on Go > Open Folder ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Type "/Library/Lexmark/LPMC" click on the Go button. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Save a copy of the version.txt
Windows ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run and type %ProgramData%\LPMC ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Copy the file named LPMC Readme.txt
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LPMC.log | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open finder ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) On the finder menu, click on Go > Open Folder ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Type "var/tmp" click on the Go button. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Save a copy of the lpmc.log
Windows Note: Capture this file preferably right after the issue was reproduced. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run and type %ProgramData%\LPMC ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Copy the file named lpmc.log
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MacOS Version | | MacOS From the Apple menu in the upper left corner of your screen, choose About This Mac |
Method (Cloud or Hybrid) used to submit jobs | | Windows ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run then type ""Control Printers"" and click Ok. The Devices and Printers window should open. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Right Click the Printer Icon used for printing and click Printer properties ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on Ports tab. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Select Configure Port. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Note the Port Number or Capture a screenshot showing the port number in use.
Port# 9168 is used for Standard. Port# 9167 is used for Hybrid. |
MSINFO | | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run type "MSINFO32" then click OK ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click File > Save (make sure extension is .nfo)
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OS Version | - Lexmark Mobile Print App
- Lexmark Print Plugin
| Android or IOS Refer to your mobile manufacturers manual for instruction. |
Sample File (if issue is specific to one document) | | If possible, provide a copy of the affected document/file |
Sample File (if issue is occurring for a few documents but not all documents) | - Cloud Print Management Portal
- LPMC – Macintosh
- LPMC - Windows
| If possible, provide a copy of the affected document/file |
User email address | | Please provide email address from which the job was emailed to Lexmark Cloud Services |
Windows Event logs | | Open Event Viewer by performing below ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run and type "Eventvwr.exe" and click OK. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Under Windows Logs, right click on Applications and select "Save All Events As...". ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Do the same for System logs.
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