Collect or capture of the 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 frequency
- Readily repeatable or random issue
[SETUP or ENVIRONMENT] to include:
- Number of affected devices
- New roll out or new installation
[STEPS TO REPRODUCE]
Step 2:Gather all requirements to escalate any Network connectivity-related issues.
Main Escalation Checklist Index
|Requirement||Relevance||How to obtain|
|Network connection type||Info used for simulation and analysis.|
|Network Setup Page||It contains a summary of network related settings on the printer.||On the printer, press Menu > Reports > Network Setup Page.|
|Menu Settings Page||This document contains all the printer settings and running firmware code.|
On the printer, press Menu > Reports > Menu Settings Page; or Methods for Obtaining the Menu Settings Page (November 2017) for more information.
Printer Error codes and secondary error codes
|Info used for simulation and analysis.||Enduser provided|
Note: This applies to scan to E-mail or FTP issues only.
|This log is applicable for scan to E-mail or scan to FTP issues which indicates the errors.||On the printer, press Menu > Settings > Email Settings > Transmission Log,then set it to print log.|
Note: This is optional. For wired devices only.
|Captures all the network traffic on the printer and provides detailed information for network analysis.||How to Perform a Network Trace; A Useful Tool for Diagnosing Printer-Related Network Communication Issues for more information on how to perform a network trace.|
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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.
The support agent may request additional information.