Skip to Content Information Center
Lexmark Cloud Services

Lexmark Cloud Services

Not your product?

Logs and information that are helpful to troubleshooting Lexmark Cloud Services issues

Issue description

Depending on the type of Lexmark Cloud Service issues, providing certain logs/information to the support team will speed up the troubleshooting and diagnosis process. The logs listed below are grouped by problem categories.

Problem categories

Discovery and Enrollment Issues

Log Name / Information

Enrollment Method

How to collect the log/information

PET Version

  • PET with Printer Agent
  • PET with Native Agent

  1. Launch the Printer Enrollment Tool

  2. Version can be seen in the title bar of the Printer Enrollment Tool, e.g. v2.2.0-2

DET.log

  • PET with Printer Agent
  • PET with Native Agent

  1. Click Start > Run and type "%localappdata%\printer-enrollment-tool\User Data\Default"

  2. Copy the file named DET.log

Discovery‑Service.log

  • PET with Printer Agent
  • PET with Native Agent

  1. Click Start > Run and type " %localappdata%\printer-enrollment-tool\User Data\Default\"

  2. Copy the file named Discovery-Service.lo

eSF debug logs

  • PET with Printer Agent
  • PET with Native Agent
  • Fleet Agent
  • Local Agent

  1. Open any 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 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 YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode.

  6. Reproduce the problem.

  7. Repeat Steps 1, 2, and 3, and then click on Log File.

  8. Copy and Save all the entries as a text file.

    9. Note:  Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved.

logs.gzip

  • PET with Printer Agent
  • PET with Native Agent
  • Fleet Agent
  • Local Agent

Note:  Make sure to collect this after eSF debug log instruction has been followed and collected.

  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.

  4. Select Logs Gzip Compressed to download the file.

  5. Save the file; e.g., logs.tar.gz.

PCA Version

  • PET with Printer Agent
  • PET with Native Agent

  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.

  4. Navigate to Apps/Embedded Solution

  5. Under Installed apps, Select the Printer Configuration Agent app and get the version.

Device proxy Settings

  • PET with Printer Agent
  • PET with Native Agent

Method 1: Getting the Proxy settings via Exported configuration file.

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

  2. Enter the printer's IP Address and press Enter. (e.g.,http://192.168.1.2 )

  3. Just below the Printer Image, click the Export Configuration button then select All Settings

  4. Save a copy of the resulting zip file.

Method 2: Manually navigating to the proxy settings. (Products from 2016 onwards)

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

  2. Enter the printer's IP Address and press Enter. (e.g.,http://192.168.1.2 )

  3. Navigate to Apps > App Framework Configuration.

  4. IF under Framework configuration the Use Printer's proxy settings is checked, proceed to step 5. Otherwise, Capture a screenshot or note the Proxy Server and Proxy Port for both HTTP and HTTPS.

  5. Navigate to Settings > Network /Ports > HTTP/FTP Settings

  6. Capture a screenshot or Note the value provided for HTTP Proxy IP Address.

Device MIB Walk

  • Fleet Agent

*Collect upon recommendation from Lexmark Only

Log in to CFM > Agents> Select the Fleet Agent where the printer is under>scroll down to Log> MIB Walk Enter the IP address of the printer and the SNMP profile used then select Request to download the MIB Walk file

Local Agent Log

  • Local Agent

  1. Navigate to the Install Directory (i.e. \Program Files\Lexmark\Lexmark Local Agent\

  2. Open the LPMALogger.ini file.

  3. See LOG_FILE_NAME which should show you the path of the actual log file.

  4. Set Logging level to "All" as shown below:

    [LOCAL_AGENT_LOGGING]

    LOGGING_LEVEL=ALL

    LOG_FILE_NAME=%allusersprofile%\lpma\LOCALAGENT.log

  5. Replicate the issue.

  6. Navigate to the path specified under LOG_FILE_NAME.

  7. Copy the file named LocalAgent.Log

Authentication

Log Name / Information

Where issue is occurring

How to collect the log/information

Authentication Method (PIN, Badge, UserID, Password)

  • Printer/MFP

Provide information on what type of credential did you provide in your attempt to authenticate. (UserID and Password, PIN, Badge , etc.)

UserID (If affecting a specific or few users only)

  • Printer/MFP
  • Cloud Service Portal

Printer/MFP:

Please provide email address from which the job was emailed to Lexmark

Cloud Services Cloud Service Portal:

Provide the User ID of the affected user.

Browser Name and Version

  • Cloud Service Portal

Chrome Browser / Microsoft Edge

  1. Open the Browser and click on the ellipsis/burger button.

  2. Click on Settings then click About Chrome.

Data Center URL

  • Cloud Service Portal

Copy the URL from the Browser's address bar when accessing the cloud portal. (i.e https://eu.iss.lexmark.com/ )

Error Screenshot (if any) or Screen Recording

  • Printer/MFP
  • Cloud Service Portal

Capture Screenshots or a recording of the steps resulting to the issue being reported (preferred)

eSF debug logs

  • Printer/MFP

  1. Open any 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 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 YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode.

  6. Reproduce the problem.

  7. Repeat Steps 1, 2, and 3, and then click on Log File.

  8. Copy and Save all the entries as a text file.

Note:  Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved.

logs.gzip

  • Printer/MFP

Note:  Make sure to collect this after eSF debug log instruction has been followed and collected.

  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.

  4. Select Logs Gzip Compressed to download the file.

  5. Save the file; e.g., logs.tar.gz.

Print Job Submission Issues

Log Name / Information

Job Submission Method

How to collect the log/information

Browser Name and Version

  • Cloud Print Management Portal

Chrome Browser / Microsoft Edge

  1. Open the Browser and click on the ellipsis/burger button.

  2. Click on Settings then click About Chrome.

Chrome OS Version (If using Chromebook)

  • Chrome Extension

  1. Click on the settings menu in the lower right corner of the screen.

  2. Click on the settings icon (gear) at the top of the settings pop-up menu.

  3. Click on About Chrome OS on the bottom left of the Chrome OS settings menu.

  4. You should see the version number just below the About Chrome OS section

Driver Emulation and Version

  • LPMC ‑ MacOS
  • LPMC ‑ Windows

MacOS

  1. Go to the Apple Menu → System Preferences → Printers and Scanners.

  2. Select the printer on the list then click on Options & Supplies

  3. Click General. Note the driver version.

Windows

  1. Click Start > Run then type "Control Printers" and click Ok. The Devices and Printers window should open.

  2. Right Click the Printer Icon used for printing and click Printer properties

  3. Click About tab.

Email Client App Name and Version

  • Email

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

  • Chrome Extension

  1. Open Chrome Browser

  2. Navigate to chrome://extensions/ and get the version of Lexmark Cloud Print Management by clicking on details.

Lexmark Mobile Print App Version

  • Lexmark Mobile App

  1. Open the Lexmark Mobile Print App

  2. Go to Settings and click About

Lexmark Print Plugin Version

  • Lexmark Print Plugin

  1. Depending on your Mobile OS, navigate to Apps Management or Installed Application List

  2. Find and Select Lexmark Print Service Plugin.

  3. Note the version.

LPMC configuration

  • LPMC ‑ MacOS
  • LPMC ‑ Windows

MacOS

  1. Open finder

  2. On the finder menu, click on Go > Open Folder

  3. Type "/Library/Lexmark/LPMC" click on the Go button.

  4. Save a copy of the configuration.xml file.

Windows

  1. Click Start > Run and type %ProgramData%\LPMC

  2. Copy the file named configuration.xml

LPMC Version

  • LPMC ‑ MacOS
  • LPMC ‑ Windows

MacOS

  1. Open finder

  2. On the finder menu, click on Go > Open Folder

  3. Type "/Library/Lexmark/LPMC" click on the Go button.

  4. Save a copy of the version.txt

Windows

  1. Click Start > Run and type %ProgramData%\LPMC

  2. Copy the file named LPMC Readme.txt

LPMC.log

  • LPMC ‑ MacOS
  • LPMC ‑ Windows

MacOS

  1. Open finder

  2. On the finder menu, click on Go > Open Folder

  3. Type "var/tmp" click on the Go button.

  4. Save a copy of the lpmc.log

Windows

Note:  Capture this file preferably right after the issue was reproduced.

  1. Click Start > Run and type %ProgramData%\LPMC

  2. Copy the file named lpmc.log

MacOS Version

  • LPMC ‑ MacOS

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

  • LPMC ‑ Windows

Windows

  1. Click Start > Run then type ""Control Printers"" and click Ok. The Devices and Printers window should open.

  2. Right Click the Printer Icon used for printing and click Printer properties

  3. Click on Ports tab.

  4. Select Configure Port.

  5. 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

  • LPMC ‑ Windows

  1. Click Start > Run type "MSINFO32" then click OK

  2. Click File > Save (make sure extension is .nfo)

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)

  • Chrome Extension

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

  • Email

Please provide email address from which the job was emailed to Lexmark Cloud Services

Windows Event logs

  • LPMC ‑ Windows

Open Event Viewer by performing below

  1. Click Start > Run and type "Eventvwr.exe" and click OK.

  2. Under Windows Logs, right click on Applications and select "Save All Events As...".

  3. Do the same for System logs.

Print Job Release Issues

Log Name / information

Job Release Method

How to collect the log/information

eSF debug logs

  • Cloud Printer Release eSF app

  1. Open any 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 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 YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode.

  6. Reproduce the problem.

  7. Repeat Steps 1, 2, and 3, and then click on Log File.

  8. Copy and Save all the entries as a text file.

    9. Note:  Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved.

logs.gzip

  • Cloud Printer Release eSF app

Note:  Make sure to collect this after eSF debug log instruction has been followed and collected.

  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.

  4. Select Logs Gzip Compressed to download the file.

  5. Save the file; e.g., logs.tar.gz

Error Screenshot (if any) or Screen Recording

  • Cloud Printer Release eSF app

Capture Screenshots or a recording of the steps resulting to the issue being reported(preferred)

Unexpected Print Output Issues

Log Name / Information

How to collect the log/Information

OS Name and Version used to submit the job.

Windows

  1. Click Start > Run and type "Winver"

  2. Click Ok

MacOS

From the Apple menu in the upper left corner of your screen, choose About This Mac

Driver Emulation and Version

Windows

  1. Click Start > Run then type "Control Printers" and click Ok. The Devices and Printers window should open.

  2. Right Click the Printer Icon used for printing and click Printer properties

  3. Click About tab.

MacOS

  1. Go to the Apple Menu → System Preferences → Printers and Scanners.

  2. Select the printer on the list then click on Options & Supplies

  3. Click General. Note the driver version.

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)

If possible, provide a copy of the affected document/file

Error Screenshot (if any) or Screen Recording

Capture Screenshots or a recording of the steps resulting to the issue being reported(preferred)

Method (Cloud or Hybrid) used to submit jobs

Windows

  1. Click Start > Run then type "Control Printers" and click Ok. The Devices and Printers window should open.

  2. Right Click the Printer Icon used for printing and click Printer properties

  3. Click on Ports tab.

  4. Select Configure Port.

  5. 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.

MacOS

  1. Go to the Apple Menu → System Preferences → Printers and Scanners.

  2. By default, there should be an indication on the name of the printer If it's Hybrid or Cloud.

  3. Note if Hybrid or Cloud.
Was this article helpful?


Related content

Top