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Lexmark CX921

Lexmark CX921

Tasks in the CFM fail while the printer status is set to "On Schedule"

Issue Description:

The Cloud Fleet Management (CFM) tasks that are initiated from the CFM portal are failing even if the printer’s Activity Status is "On Schedule" which can be seen by checking:

  1. The printer’s Activity Status on the Printer tab.

  1. The Completed Tasks status on the Tasks tab.
    Note:
    The Task Id needs to be clicked to identify the failure that the printer logged.

Or by checking;

  1. The Activity Status on the printer’s details page.

  1. The Event History at the bottom of the printer’s details page.

This condition can also be verified by checking the Address Book on the printer’s embedded web server. If the Lexmark_PCA_User account is not shown, CFM tasks will fail.

Explanation:

If a configuration is imported on a printer that has been enrolled in CFM, the Printer Configuration Agent (PCA), could stop responding to any requests made through CFM.

By default, a "clear" command exists in the contactmanager.xml file that is exported from any printer.

<addressbook clear="true">

When imported, this command clears the contacts in the printer’s address book. Local user accounts are also listed in the address book. Clearing the address book invalidates the local user account, Lexmark_PCA_User, used by the Printer Configuration Agent.

Solution:

If the Lexmark_PCA_User account has been removed from the Address Book, then the printer must be re-enrolled in CFM.

To prevent the Lexmark_PCA_User account from being deleted from the Address Book when importing a configuration, perform the following step:

  1. In the contactmanager.xml file that is being imported, change the Address Book “clear” command to “false”.

<addressbook clear="false">

The first time a printer is enrolled with a customer, make sure to perform an Out of Service Erase before enrolling the device into

CFM

or importing a configuration.

  1. From the home screen, touch Settings > Device > Maintenance > Out of Service Erase.

  1. Select the Sanitize all information on nonvolatile memory check box, and then touch ERASE.

  1. Follow the instructions on the display.

Still Need Help?

Have the following available when calling Lexmark Technical Support;

  • Printer model(s)

  • Printer serial number

LEGACY ID: FA1290

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