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Lexmark MS823

Lexmark MS823

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Lexmark Cloud Services app‑specific escalation requirements

Before proceeding, make sure to fill out the Main escalation information requirement and gather the Enterprise solution primary escalation requirements.

The escalation requirements depend on the type of issue to be escalated.

Discovery/Enrollment

Requirement and relevanceHow to obtain

PET version

This helps to verify if issue is reproducible in the lab, or if it is a known issue.

This can be seen in the title bar of the Printer Enrollment Tool, for example; v2.2.0-2

PET log

This gives more information about the cause of the issue.

DET.log: From PET, go to Settings > View Current Log. Get this after setting it to Detailed and reproducing the error.

Device logs gzip in debug mode

This helps to show what is happening on the device side.

Open the SE page (http://<printer_address>/se) and click on Logs Gzip Compressed.

Job Submission

The escalation requirement depends on how the job was submitted to the cloud.

  • a. Job submitted from the driver
    • Requirements and relevanceHow to obtain

    Was the print job submitted using Cloud or Hybrid mode?

    Helps determine which submission path was used.

    Query customer to determine which print queue they used. Run "%programdata%\LPMC" and select all files in the folder and zip them.

    File type being printed

    Helps determine if this is a driver or Cloud submission issue.

    Query customer to determine file being printed. Can also be determined from the LPMC.log file.

    Error mesage

    This is helpful when searching for the error string in the logs.

    Take a screen shot or take note of the exact error message.

    LPMC folder zipped.

    This forms part of the client-side logs.

    Run "%programdata%\LPMC" and select all files in the folder and zip them.

    Driver Version

    This will help in replicating the issue in the lab

    Go to the Printer Properties and go to the About tab.

    LPMC version

    This will help in replicating the issue in the lab.

    Go to the Control Panel > Programs and Features. Click on Lexmark Combined Print Management. Note the version shown in lower banner.

    Note:  The driver data stream indicator (XL, PS or PCL) will follow the program name.

    Windows Application and System Events

    This forms part of the workstation logs for reference.

    Open Event Viewer and under Windows Logs, right click on Applications and select "Save All Events As...". Do the same for System.

    Msinfo32

    This will tell us all the system specs and the running services

    Run "msinfo32" and click File > Save (.NFO)

    User information

    For faster searching in the logs

    Ask the customer for the full username that was used to login to LPMC and the website.

  • b. From Chrome plug‑in
    • Requirements and relevanceHow to obtain

    Error message / screenshot

    This helps describe the issue more accurately

    Reproduce the issue and hit Print Screen when the error comes up. You may also take note of the exact error message.

    Chrome plugin version

    For reference when replicating the issue in the lab

    Right-click on the Lexmark Cloud Print icon on the tool bar and click on Manage Extensions.

    Chrome / ChromeOS version

    For reference when replicating the issue in the lab

    The version can be seen on the Chrome browser's extensions page. Either navigate to chrome://extensions, or right-click on the extension and choose Manage Extensions to get there.

    User information

    For faster searching in the logs

    Ask the customer for the full username that was used to login to LPMC and the website.

  • c. From web browser
    • Requirements and relevanceHow to obtain

    Error message / screenshot

    This helps describe the issue more accurately

    Self-explanatory

    Browser version

    For reference when replicating the issue in the lab

    Depending on the Browser, please see their corresponding references.

    User information

    For faster searching in the logs

    Ask the customer for t he full username that was used to login to LPMC and the website.

    File type being printed

    Helps determine if the file type is supported by the Web submission method.

    Query customer to determine file being printed.

  • d. From Mobile
    • Requirements and relevanceHow to obtain

    Mobile app version

    For reference when replicating the issue in the lab

    In the mobile app, go to Settings > About

    Error message (and screenshot if possible)

    To describe the issue more accurately

    Replicate the issue, then take a screenshot of the error. Please refer to your phone's documentation on how to take a screenshot.

    User information

    For faster searching in the logs

    Ask the customer fort the full user name that was used to login to LPMC and the website.

Job Release

Requirements and relevanceHow to obtain

Was the print job submitted using Cloud or Hybrid mode?

Helps determine if this is a Cloud of Hybrid client issue.

Query the customer to determine which print queue they used.

Error message

This helps to describe the issue more accurately.

Replicate the issue and take note of the exact error message. If there is no error, provide all relevant details of the issue.

Device logs gzip in debug mode

There may be more meaningful error messages here.

Go to the device's SE page (http://printer_address/se) and select Embedded Solutions Log > Set Logging Level > Yes > Submit.

Reproduce the issue, then on the same SE page, selects Logs Gzip Compressed.

User information

For faster searching in the logs

Ask the customer for the full username that was used to login to LPMC and the website.

CPM eSF application Versions

This helps to verify if issue is reproducible in the lab, or if it is a known issue.

Go to the device's application list. Note the versions of Cloud Authentication and Print Release eSF applications.

Analytics

Requirements and relevanceHow to obtain

Error message / screenshot

This helps describe the issue more accurately

Replicate the issue and take a screenshot of the error. If the error is on the device, note the exact error message.

Account used

To determine if the case is account-related or not

Self-explanatory

Authentication

Requirements and relevanceHow to obtain

Error message / screenshot

This helps describe the issue more accurately

Replicate the issue and take a screenshot of the error. If the error is on the device, note the exact error message.

Account used

To determine if the case is account-related or not

Self-explanatory

Logs gzip of device

There may be logs here that is involved in the authentication process.

Go to the device's SE page (http://printer_address/se) and select Embedded Solutions Log > Set Logging Level > Yes > Submit.

Reproduce the issue, then on the same SE page, select Logs Gzip Compressed.

Web Account-related Issues

Requirements and relevanceHow to obtain

Clear description of the issue

This helps us determine where to start with the troubleshooting

Self-explanatory

Account used

To determine if the case is account-related or not

Self-explanatory

Roles/permission of the account used

To determine if the user had the role necessary to perform the action.

From the Cloud portal, click the down arrow in the top right corner next to the user's name, then click My Account.

Click View on the Assigned roles card.

Error message / screenshot

This helps describe the issue more accurately.

Reproduce the issue and take a screenshot of the error.

Legacy ID: FA874
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