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Lexmark MC2425

Lexmark MC2425

Main Escalation Checklist Index

Overview

This article serves as a guide to gathering necessary information before opening an escalation item.

Note:  You should utilize all available technical support resources before electing to escalate issues.

  1. Gather mandatory information below for ALL escalations.

    Customer Information

    Account Name

    Account Address

    Customer Name

    Phone Number

    Email Address

    Lexmark Device Machine Type/Model

    Note:  Please utilize this escalation template:

    [PROBLEM DESCRIPTION]

    • Summarize the problem
    • Problem frequency
    • Readily repeatable or random issue

    [SETUP or ENVIRONMENT] to include:

    • Number of affected devices (include Lexmark and/or non-Lexmark printers)
    • New roll out or new installation

    [STEPS TO REPRODUCE]

    • Outline steps to produce the issue.

    [ACTUAL BEHAVIOR]

    • Summarize what happens.

    [EXPECTED BEHAVIOR]

    • What should be the correct outcome compared to the actual behavior.

    [CUSTOMER TEMPERATURE]

    • Indicate if customer needs immediate attention, in a hurry or expressed frustration.

    [Attached Logs]

    • Enumerate what logs were gathered and attached in the escalation.
  2. Gather Primary Requirements for all Firmware-related issues; i.e.,

    • Firmware errors
    • Network
    • Security
    • Embedded Solutions
    • Management Apps
    • Fax

    Collect the following requirements if you are experiencing issues which may be related to firmware. Should you have issues specific to a certain function or feature, proceed with the next Step for the checklist specific to your issue.

    RequirementRelevanceHow to obtain

    Logs Gzip

    Important Items:

    • When possible, be sure to reproduce the problem first and then save the Logs Gzip immediately afterwards to ensure the relevant problem logs are collected.
    • Do NOT power off the device before collecting logs. Powering off the device will erase the contents of certain important logs needed in solving the issue.
    • For 900 errors that restart the device, please grab the Logs Gzip after the reboot is complete.
    • This is a compressed file which contains all the logs from the printer's SE page. This also contains fwdebug for the last three (3) 900 errors as long as auto reboot is enabled.

    1. Open printer's Web interface.

      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.

    2. Select Logs Gzip Compressed to download the file.

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

      Refer to KB article FA958 for more details on Logs Gzip; i.e., supported printers, collection, and special considerations.

    Note:  The logs below are only required when a Logs Gzip is unavailable.

    This document contains all the printer settings and running firmware code.

    Menu Settings Page

    This document contains all the printer settings and running firmware code.

    1. Using the printer Control Panel – On the printer, press Menu >Reports > Menu Settings Page.

    2. 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.

    History information

    It contains the history of printer errors and secondary crash codes, which is helpful for diagnosis.

    Note:  This is just the equivalent of the Event Logs that can be found from the SE web page.

    1. 1. Open printer's Web interface.

      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.

    2. Select History Information.

    3. Copy and Save the file.

  3. Select a topic from the list below to view requirements specific to your issue.

    Firmware-related topics

    • Built-in Function
    • CoverageLink to Article

      Sending/Receiving a Fax

      Fax from Computer

      Fax Forward to E-mail

      Fax Forward to FTP

      Fax Forward to eSF

      Fax-related Issues

      Scan Quality

      Workflow issue

      Copy

      Unable to Send

      Scan Quality

      Workflow issue

      E-mail Alerts

      Scan to email

      Unable to Send

      Scan Quality

      Workflow issue

      Scan to FTP

    • Firmware Errors
    • CoverageLink to Article

      900.xx Boot Up Failure

      900.xx Error related to Copying

      900.xx Error related to DLE

      900.xx related to Printing

      900.xx Errors

      All

      976.xx Network Software Errors

    • Firmware Others
    • CoverageLink to Article

      Image Quick

      Barcode

      PrintCryption

      Prescribe

      UCF and NPA request

      Supply Notification

      Functionality/Feature/menu option

      Homescreen Customization

      DLEs

    • Network and Security
    • CoverageLink to Article

      802.1x

      Active Directory

      Addressbook

      Internal Account

      Kerberos

      LDAP + GSAPPI

      LDAP

      Password Secure Audit

      SNMP

      Security Issues

      All network-related issues

      Network Connectivity

    • Embedded Solutions (eSF)
    • CoverageLink to Article

      Deployment Issue

      Card Copy and Eco Copy

      Device Quotas

      Fax Forward and Forms and Favorites

      MFP Usage

      Scan to Hard Disk

      Scan to Network

      Scan to Sharepoint

      Scan to Docuware

      Downtime Reports

      eDas and Register ME

      Interact for Lexmark

      AccuRead Automate

      Other eSF Apps Not Listed

      eSF Application Issues

    • Management Apps
    • CoverageLink to Article

      All

      MarkVision Enterprise

      All

      Device Deployment Utility (DDU)

    Non-Firmware-related topics

    • Print-Related Issues
    • CoverageLink to Article

      Driver Compatibility

      Driver Feature/Preferences

      Installation and Deployment

      Print Output Quality or Anomaly

      Print Performance

      Microsoft Windows

      All

      Macintosh

      AS/400

      Unix/Linux

      Citrix

      Novell

      Mainframe

      AirPrint

      SAP

    • Scan-Related Issues
    • CoverageLink to Article

      Lexmark Scan Center

      Lexmark Printer Home

      Scan to Application

      Scan Profile/EWS

      Image Capture Application (ICA)

      Presto page manager

      Scan back utility

      Scan Applications

    • Enterprise Solutions
    • CoverageLink to Article

      Lexmark Document Distributor (LDD)-based apps

      • Lexmark Print Management (LPM) Premise
      • Testing and Grading Solutions (TGX)
      • Education Station (EdSta)
      • eForms
      • Custom apps or Software Development Kits (SDKs)

      Lexmark Distributed Intelligent Capture (LDIC)

      Pharos Blueprint

      Lexmark Solutions Platform (LSP) Premise

      Lexmark Fleet Manager (LFM)

      Enterprise Solutions

    • Hardware-related
    • CoverageLink to Article

      Paper Jams

      Print Quality Issues

      No Power Issues

      Supplies Issues

      Media Issues

      Replacement Parts Issues

      Printer Damage Issue

      Hardware Issues

LEGACY ID: FA861

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