Log Name / Information | Job Submission Method | How to collect the log/information |
Browser Name and Version | - Cloud Print Management Portal
| Chrome Browser / Microsoft Edge Open the Browser and click on the ellipsis/burger button. Click on Settings then click About Chrome.
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Chrome OS Version (If using Chromebook) | | Click on the settings menu in the lower right corner of the screen. Click on the settings icon (gear) at the top of the settings pop-up menu. Click on About Chrome OS on the bottom left of the Chrome OS settings menu. 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 Go to the Apple Menu → System Preferences → Printers and Scanners. Select the printer on the list then click on Options & Supplies Click General. Note the driver version.
Windows Click Start > Run then type "Control Printers" and click Ok. The Devices and Printers window should open. Right Click the Printer Icon used for printing and click Printer properties 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 | | Open Chrome Browser 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 | | Open the Lexmark Mobile Print App Go to Settings and click About
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Lexmark Print Plugin Version | | Depending on your Mobile OS, navigate to Apps Management or Installed Application List Find and Select Lexmark Print Service Plugin. Note the version.
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LPMC configuration | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS Open finder On the finder menu, click on Go > Open Folder Type "/Library/Lexmark/LPMC" click on the Go button. Save a copy of the configuration.xml file.
Windows Click Start > Run and type %ProgramData%\LPMC Copy the file named configuration.xml
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LPMC Version | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS Open finder On the finder menu, click on Go > Open Folder Type "/Library/Lexmark/LPMC" click on the Go button. Save a copy of the version.txt
Windows Click Start > Run and type %ProgramData%\LPMC Copy the file named LPMC Readme.txt
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LPMC.log | - LPMC ‑ MacOS
- LPMC ‑ Windows
| MacOS Open finder On the finder menu, click on Go > Open Folder Type "var/tmp" click on the Go button. Save a copy of the lpmc.log
Windows Note: Capture this file preferably right after the issue was reproduced. Click Start > Run and type %ProgramData%\LPMC 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 Click Start > Run then type ""Control Printers"" and click Ok. The Devices and Printers window should open. Right Click the Printer Icon used for printing and click Printer properties Click on Ports tab. Select Configure Port. 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 | | Click Start > Run type "MSINFO32" then click OK 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 Click Start > Run and type "Eventvwr.exe" and click OK. Under Windows Logs, right click on Applications and select "Save All Events As...". Do the same for System logs.
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