Before proceeding with these requirements, make sure that the Enterprise solution primary escalation requirements is already gathered.
Make sure to verify if the Lexmark Fleet Tracker product is activated by referring to KB article HO3880.
Provide a detailed problem description:
For data roll-up issues, include all LFM collectors involved:
- Lexmark Fleet Tracker (LFT 2.0 only)
- Lexmark Services monitor (LSM)
- Embedded Lexmark Services Monitor (eLSM)
- Lexmark Local Tracker (LLT)
- Lexmark Print Monitor Agent (LPMA)
Include code levels of affected LFM products.
Details should include information about the environment, architecture, installation, frequency (persistent and repeatable versus random anomaly), functionality etc.
Collect the data points defined below for any or all solutions that are running in the environment.
LFT Data Points
LFT log files
| Relevance | How to obtain (LFT 2.0) | LFT 3.0 Locations |
|---|
Required for debugging LFT services. | Log on to the server that is hosting the LFT 2.0 Application. 2. Open file explorer and navigate to the default path C:\Lexmark\Lexmark_LFT\Logs. .3. Copy all log files into a .zip file and attach to escalation.
| C:\Program Files\Lexmark\Fleet Tracker\server\logs Note: For e-mail alerts and notifications issues, please contact your next level of support or Lexmark Technical Support for assistance in enabling and gathering logs. |
Screen capture of problematic behavior (for example; error message, incorrect reading on webpage)
| Relevance | How to obtain (LFT 2.0) | LFT 3.0 Locations |
|---|
Provides a good overview of the problem, especially if it’s a system error message. | Use the ALT + Print Screen feature in windows, or any screen capture utility available. | Same as LFT 2.0. |
Check Oracle version installed on the hosting server
| Relevance | How to obtain (LFT 2.0) | LFT 3.0 Locations |
|---|
Not Applicable | Open LFT 2.0 webpage. 2. In left-hand frame under the Administration section, select LFT Status. You will see the version in the bottom-right frame.
| Open LFT 3.0. Click on System Configuration.
|
Installation path of LFT and Oracle installations
| Relevance | How to obtain (LFT 2.0) | LFT 3.0 Locations |
|---|
Installation path may vary depending on which version of Oracle is used. | The default path for LFT is C:\Lexmark\Lexmark_LFT. The default path for Oracle XE is C:\oraclexe. | C:\ProgramFiles\Lexmark\Fleetracker |
LSM Data Points
LSM log file
| Relevance | How to obtain |
|---|
Useful for understanding problematic behavior | Log on to the server that is hosting LSM Application. Open file explorer and navigate to C:\Program Files\Lexmark\LSM \rXpress.log. Copy therXpress.log file and attach to escalation.
|
Screen Capture
| Relevance | How to obtain |
|---|
Provides overview of problematic behavior | ALT + Print Screen or use a screen capture utility |
Confirm rXpress service is running
| Relevance | How to obtain |
|---|
Required service for LSM | Open Windows Task Manager > select Processes tab. Confirm rXpress.exe and rXpressStart.exe are running.
|
Installation path of LSM
| Relevance | How to obtain |
|---|
Not Applicable | The default path for LSM is C:\Program Files\Lexmark\LSM. Note: LSM is self-contained and does not rely on Oracle for data storage on the LSM collector. |
Note: The LSM installer writes into a flat file system that shows up as rXpress.rx in the installation directory. Deleting this file and restarting the LSM will remove all print data from the LSM collector. Configuration settings will remain, however, since they are stored in the registry.
Management Information Base (MIB) Data
This is required for device support issues. Collect MIB data using the iReasoning MIB Browser Free Personal Edition.
Note: Exported data should be in XML format.
Go to the MIB browser website.
At the bottom of the screen, click “I Accept”.
Select either setup.exe (for Windows) or mibbrowser.zip (for all other platforms).
Install the MIB Browser.
Note: Please follow the on-screen instructions during installation.
Launch the MIB browser icon.
Enter the printer IP address in the address field.
Click Operations, select Walk then click Go.
After the data has loaded in the Result Table, click the disks icon to begin the XML data export.
Go under File and Save Session.
Additional Oracle Database (DB) Information
For capacity issues, check the Oracle version size of the users.dbf file to determine whether the database (DB) has gone over its storage capacity.
Determine Oracle Version to determine size capacity.
Note: To check the Oracle version, click Start > All Programs > View Oracle Version. Oracle 10g XE = 4 GB; Oracle 11g XE = 11 GB.
Locateusers.dbf file and check size.
Note: This file determines DB size. Default Oracle install directory: C:\oraclexe\app\oracle\oradata\xe\users.dbf
Check the size of users.dbf against the overall size capacity of the Oracle version being used.
Note: Issues will result if user.dbf is larger in size than Oracle version. Escalate DB issues immediately.
LEGACY ID: FA874