LDD version This provides additional information about the solution’s environment. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to http://<loadbalancerIP:9780/lmc to open the Lexmark Management Console (LMC). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Log in using valid credentials. - Default Username: admin
- Password: admin
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on About. Note the full version and/or obtain a screenshot.
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Solution version This provides additional information about the solution’s environment. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to http://<loadbalancerIP:9780/lmc to open the LMC. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Log in using valid credentials. - Default Username: admin
- Password: admin
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the Solutions tab, and on the left-hand pane select All Solutions. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Make sure to obtain all solutions' names and versions.
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Install type (for example: Workgroup/Enterprise) Note: Indicate the number of Load Balancer and App Server. Info is used for simulation and analysis. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to http://loadbalancerIP:9780/lmc to open the LMC. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Log in using valid credentials. - Default Username: admin
- Password: admin
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the System tab, and on the left-hand pane select System Status. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Take a screenshot. Make sure the browser's address bar, Server Address, and Hostname column are captured.
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Type of setup / environment Hybrid or not a hybrid, for example, LDD is Firebird, LPM is MSSQL. etc. | |
Licenses An unlicensed product or expired license will render the product unusable. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to http://<loadbalancerIP:9780/lmc to open the LMC. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Log in using valid credentials. - Default Username: admin
- Password: admin
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the System tab, and on the left-hand pane select Licenses. The list of installed licenses is displayed (for example:, Print Release requires Client, Server and MFP licenses). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Verify whether the MFP and Server licenses have not expired.
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Menu Settings Page This document contains all the printer settings and running firmware code. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Using the printer Control Panel – On the printer, press Menu >Reports > Menu Settings Page. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Using the Embedded Web Server (EWS) – Access the printer's EWS, go to Reports > Device Settings. Copy and paste the displayed information to a notepad or text editor.
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Embedded Solutions Log It documents all the errors or crashes experienced by the eSF apps' user. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open the printer's EWS via a web browser (for example; Mozilla Firefox, Google Chrome). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Enter the printer's IP address followed by /se (for example; http://192.168.1.2/se). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Select Embedded Solutions. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Clear the log file to ensure that new log files will be captured to better isolate the problem. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to Set Logging Level, select YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode. Reproduce the problem. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Repeat Steps 1, 2, and 3, and then click on Log File. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Copy and Save all the entries as .txt.
Note: Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved. |
Exported embedded solutions settings This contains the configuration on how the eSF application is set up | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Enter the printer's IP address (for example, http://192.168.1.2). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Select Settings > Import/Export, and then click Export Embedded Solutions Settings File.
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Exported security settings This contains the configuration on how the printers security settings are set up. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Enter the printer's IP address (for example, http://192.168.1.2). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Select Settings > Import/Export, and then click Export Embedded Security Settings File.
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LMC job report This provides a history of the failure. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to http://<loadbalancerIP:9780/lmc to open the LMC. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Log in using valid credentials. - Default Username: admin
- Password: admin
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the System tab, and on the left-hand pane select Jobs. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Export report.
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LMC log report This provides a history of the failure. | ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Go to http://<loadbalancerIP:9780/lmc to open the LMC. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Log in using valid credentials. - Default Username: admin
- Password: admin
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click on the System tab, and on the left-hand pane select Log. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Export report.
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LDD installation log files This provides information if the installation went well. | Collect from the Load Balancer ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to C:\Users\All Users\Lexmark\LDD4x. Note that C:\ can be a different drive letter depending on where the installation files are saved. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Obtain all files with a .log extension..
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Firebird database log This provides information of any firebird database‑related issue. | Collect from the database (DB) server, which is usually the Load balancer. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to C:\Program Files\Lexmark\Solutions\Firebird. Note that C:\ can be a different drive letter depending on where the installation files are saved. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Obtain all files with a .log extension.
Note: This may not be needed if customer is using full‑sqlserver database. |
Apache 2 logs This contains information about the Load Balancing service. | Collect from the Load Balancer. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to C:\Program Files\Lexmark\Solutions\Apache2\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Obtain all files with a .log extension. Note: You may obtain those that cover the dates when the issue occurred.
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ApacheAgent logs This contains information about the Load Balancing service. | Collect from the Load Balancer. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to C:\Program Files\Lexmark\Solutions\ApacheAgent\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Obtain all files with a .log extension.
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Tomcat logs The logs contain the activity logs of LDD applications. | Collect from the App Server. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to C:\Program Files\Lexmark\Solutions\tomcat\logs.. Note that C:\ can be a different drive letter depending on where the installation files are saved. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Obtain all files with a .log extension.
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Event logs‑security Info is used for simulation and analysis. | Collect from the App Server. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Navigate to C:\Program Files\Lexmark\Solutions\ApacheAgent\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Obtain all files with a .log extension.
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Event Logs–Application Log This contains information about Services failing upon startup, logs from LDD Client Service, components that may have failed, etc. | Collect from where the issue happens (for example,, Load Balancer, App Server, or Print Server). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start, type cmd, right-click on cmd, and then select Run as administrator. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Type wevtutil.exe export-log Security%userprofile%\desktop\Security.evtx, and then press Enter.
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System Information (msinfo) Used to verify system resources, status of services, system's time zone and time, etc. | Collect from where the issue happens (for exmple, Load Balancer, App Server, or Print Server). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start > Run, type msinfo32, and then click OK. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click File > Save and label file as sysInfo.nfo. Note: Do not use Export as it will result to a .txt file.
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IP Configuration (ipconfig) This contains network related information: DNS, IP Address, MAC Address, etc. | Collect from where the issue happens (for exmple, Load Balancer, App Server, or Print Server). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start, type cmd, right-click on cmd, and then select Run as administrator. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Type ipconfig/all > %userprofile%\desktop\ipconfig.txt, and then press Enter.
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Server ports status (Netstat) This contains information about open ports and their current state. | Collect from where the issue happens (for exmple, Load Balancer, App Server, or Print Server). ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Click Start, type cmd, right-click on cmd, and then select Run as administrator. ![](https://publications.lexmark.com/media/ids_assets/images/transparent.png) Type Netstat -a > %userprofile%\desktop\PortStatus.txt, and then press Enter.
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Number of users and printers affected This is used to identify whether the issue is specific only to a certain printer model or printer family, or if it is a site-wide downtime for prioritization. | Verify the number of printers exhibiting the reported issue and the number of users affected, with their location (e.g., a single user versus users in Office X only, versus all users worldwide). |
Was the solution version upgraded? What was the prior version? Important to know if a break in functionality was the result of an update process. | |
Antivirus application installed Important to identify whether a critical blocked folder or process is potentially being blocked. | |