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Lexmark MS826

Lexmark MS826

Citrix and Terminal Services Print and Driver primary escalation requirements

Before proceeding, make sure to fill out the Main escalation information requirement.

Gather the primary requirement for Citrix and Terminal Services Print and Driver‑related issues.

Requirements

Common

Requirement and RelevanceHow to Obtain

Menu Settings Page

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

On the printer, press Menu > Reports > Menu Settings Page.

Driver Type and Version used

Info is used for simulation and analysis.

For Windows Operating Systems:

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

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

For Windows Operating Systems:

  1. Click on Start > Run

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

  3. Click on File > Save.NFO.

Note:  From a Run Dialog type Winver to display the Windows Version and Service Pack information.

How is the printer attached?

Info is used for simulation and analysis.

  • Ethernet
  • Wireless
  • USB
  • Other

Note:  For network attached printers (i.e., ethernet or wireless), specify the port monitor type used for printing.

What datastream is being used?

Info is used for simulation and analysis.

End user provided;

  • PS
  • PCL
  • PCL 5

Application Information; e.g., application name, version, software developer & background info

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

End user provided

Citrix XenApp version being used

Info is used for simulation and analysis.

End user provided

Versions of Metaframe being used

Info is used for simulation and analysis.

End user provided

Version of Citrix Client or Citrix Receiver being used

Info is used for simulation and analysis.

End user provided

List of Citrix Policies set for print queue redirection in the Citrix environment

Info is used for simulation and analysis.

End user provided

Is printer auto creation being used?

Info is used for simulation and analysis.

End user provided

How are the drivers being installed?

Info is used for simulation and analysis.

End user provided

If client / server environment, how were the drivers installed to the client?

Info is used for simulation and analysis.

End user provided

Original document file from application

Info is used for simulation and analysis.

End user provided

For network attached printers, what port monitor type is being used for printing

Info is used for simulation and analysis.

End user provided

One diagram of the Printing Environment of the customer (if available)

Info is used for simulation and analysis.

End user provided

Provide Hextrace (if applicable)

Info is used for simulation and analysis.

End user provided

Is it Citrix Thin Client Environment?

Info is used for simulation and analysis.

End user provided

Provide Event viewer snapshot of the Citrix/Terminal Server.

Info is used for simulation and analysis.

End user provided

Additional requirements

Driver Feature

Requirement and RelevanceHow to Obtain

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

Info is used for simulation and analysis.

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

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

  3. Please provide screenshots of the driver feature or configuration settings.

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

Info is used for simulation and analysis.

End user provided

Print-to-File (.prn file)

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

Click xref_HO1279_xref to view the steps on how to the create a .prn file.

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

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

Info is used for simulation and analysis.

End user provided

Screenshot of the error / message prompt that they are seeing

Info is used for simulation and analysis.

End user provided

Print Output

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

Requirement and RelevanceHow to Obtain

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

Info is used for simulation and analysis.

End user provided

Print-to-File (.prn file)

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

Click xref_HO1279_xref to view the steps on how to the create a .prn file.

Copy of the Bad Output and, if available, the Good 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

Print Performance

Requirement and RelevanceHow to Obtain

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

Info used for simulation and analysis.

End user provided

Print-to-File (.prn file)

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

Click xref_HO1279_xref to view the steps on how to the create a .prn file.

LEGACY ID: FA882

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