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Lexmark MX722

Lexmark MX722

Information Required to Escalate Windows Print and Driver Issues

Issue description

This article serves as a guide to gathering necessary information before opening an escalation item for Windows Print and Driver issues.

Topics include:

Note:  Make sure to use all available technical support resources before electing to escalate issues.

Requirements

Driver Compatibility

Requirement and RelevanceHow to Obtain

Driver Type and Version used

Info is used for simulation and analysis.

  1. Go to Start > Control Panel > Printers / Devices and Printers.

  2. Right-click the Printer Object being used, and then click Properties.

  3. Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Customer's printing environment,

Info is used for simulation and analysis.

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

  1. Click on Start > Run.

  2. Type “msinfo32”, and then click OK.

  3. Click on File > Save.NFO

Driver Feature

Requirement and RelevanceHow to Obtain

Specific Driver Feature/Configuration that is/are not working?

Info is used for simulation and analysis.

Please provide screenshots.

Application Information, such as, application name, version, software developer & background info

App info can sometimes help in understanding the cause of the error.

Information regarding the software or application may be found by going to;

  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)

Driver Type and Version used

Info is used for simulation and analysis.

  1. Go to Start > Control Panel > Printers / Devices and Printers.

  2. Right-click the Printer Object being used, and then click Properties.

  3. Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)

Info is used for simulation and analysis.

End user provided

Customer's printing environment

Info is used for simulation and analysis.

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

  1. Click on Start > Run.

  2. Type “msinfo32”, and then click OK.

  3. Click on File > Save.NFO

Menu Settings page

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

On the printer, press Menu > Reports > Menu Settings Page; or Click here for more information.

Any other printer/s working?

Info is used for simulation and analysis.

Please indicate printer manufacturer and model.

Installation and Deployment

Requirement and RelevanceHow to Obtain

How are they installing/deploying the Lexmark driver? Is it through Silent Install / Uninterrupted Installation? Batch Deployment? Single Installation?

Info is used for simulation and analysis.

End user provided

Driver Type and Version used

Info is used for simulation and analysis.

  1. Go to Start > Control Panel > Printers / Devices and Printers.

  2. Right-click the Printer Object being used, and then click Properties.

  3. Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)

Info is used for simulation and analysis.

End user provided

Customer's printing environment,

Info is used for simulation and analysis.

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

  1. Click on Start > Run.

  2. Type “msinfo32”, and then click OK.

  3. Click on File > Save.NFO

Screenshot of the error / message prompt that they are seeing

Info is used for simulation and analysis.

End user provided

Event Viewer file when the error occurs(.evtx files)

This info can help determine the cause of the error.

  1. Click on Start > Control Panel.

  2. Select System and Security (if you are in Category view) > Administrative Tools > Event Viewer.

  3. Select Windows Logs > right-click on Application, and then select Save All Events As... to save the .evtx file.

  4. Do the same for Windows Logs > System.

Setupapi log

This provides useful info for troubleshooting device installation problems.

For Windows 7, type %SystemRoot%\inf in the Run box or navigate to C:\Windows\inf.

The name of the log file is setupapi.dev.log. For Windows XP, type %systemroot% or navigate to C:\Windows.

Note:  The name of the file is setupapi.log.

Print Output

Note:  If the driver is bypassed by sending the RAW data file directly via FTP, and the issue still observed, it is most likely a printer firmware issue.

Requirement and RelevanceHow to Obtain

Application Information, such as, application name, version, software developer & background info

App info can sometimes help in understanding the cause of the error.

Information regarding the software or application may be found by going to;

  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)

Driver Type and Version used

Info is used for simulation and analysis.

  1. Go to Start > Control Panel > Printers / Devices and Printers.

  2. Right-click the Printer Object being used, and then click Properties.

  3. Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)

Info is used for simulation and analysis.

End user provided

Customer's printing environment

Info is used for simulation and analysis.

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

  1. Click on Start > Run.

  2. Type “msinfo32”, and then click OK.

  3. Click on File > Save.NFO

Print-to-File (.PRN File)

It is the print job itself and it is useful for replaying the job to recreate the issue.

Click here to view the steps.

Copy of the Bad Output and, if available, the desired Output as well

This is used to confirm whether the result of simulation is the same with what the customer is seeing.

End user provided

Menu Settings page

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

On the printer, press Menu > Reports > Menu Settings Page; or Click here for more information.

Print Performance

Requirement and RelevanceHow to Obtain

Application Information, such as, application name, version, software developer & background info

App info can sometimes help in understanding the cause of the error.

Information regarding the software or application may be found by going to;

  • Help
  • About
  • File > Help
  • Windows > About, or,
  • Main Page itself (Splash Screen)

Driver Type and Version used

Info is used for simulation and analysis.

  1. Go to Start > Control Panel > Printers / Devices and Printers.

  2. Right-click the Printer Object being used, and then click Properties.

  3. Go to About Tab, and then take a screenshot.

Or, from the Printing Preferences > Help > About Tab and take a screenshot.

Driver Setup (Point-and-Print, Direct IP, or Local port, indicate what port type)

Info is used for simulation and analysis.

End user provided

Customer's printing environment

Info is used for simulation and analysis.

  • Operating System involved
  • Server and Client Information (Complete with Name, Service Pack & System Type)

Example: Windows Server 2008 Enterprise R2 SP2 x64 with Windows 7 Professional SP1 x86 clients

  1. Click on Start > Run.

  2. Type “msinfo32”, and then click OK.

  3. Click on File > Save.NFO

Print-to-File (.PRN File)

Info is used for simulation and analysis.

Click here to view the steps.

Menu Settings page

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

On the printer, press Menu > Reports > Menu Settings Page; or Click here for more information.

LEGACY ID: FA869

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