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Lexmark CX921

Lexmark CX921

The printer information that appears in the CFM Portal is not current

Issue Description:

Even though the printer’s “Activity status” shows “On schedule”:

  • The "Printer information current as of” time on the printer details page in the Cloud Fleet Management (CFM) portal is over 48 hours ago.

  • The printer does not respond to task requests made from within the CFM portal.

To verify that the condition exists:

  1. From the printer details page in the CFM portal, manually update the printer’s information by clicking the “Refresh printer information” button.

  2. The “Deployment status” of the “Refresh printer information” entry in the Event Historytable will initially show “Pending”.

  3. Wait at least one polling interval.

  4. If the “Deployment status” of the “Refresh printer information” entry in the Event History table:

    1. Changes to “Completed”, the issue no longer exists. The printer was likely offline when the daily task was created but is now back online. Monitor periodically for reoccurrences.

    2. Continues to show “Pending” after several polling intervals or changes to “Failed” and the printer is still “On schedule”, the printer is unable to respond to tasks. Step to resolve the issue are found in the Solutions section.

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Solution:

Solution #1

A configuration file has been deployed to the printer that has corrupted the internal account used by the Printer Configuration Agent.

Solution #2

The permissions or function access controls on the printer have be changed and are preventing the Printer Configuration Agent from responding to CFM requests. The following “Printer permissions and user accounts” sections detail the permission and function access control settings required for each model family.

Printer permissions and user accounts

eTask printers, version 5 and later

Secured printers

If the Public permission have been restricted, embedded web server EWS login credentials must be provided in the Printer Enrollment Tool during the device enrollment process. The following permissions must be enabled in either the Public or All Users permissions groups. Failure to enable these permissions will cause the enrollment to fail.

Access Controls Menu SectionAccess Controls to Enable

Administration Menus

Security Menu

Device Management

Remote Management

Open printers

On printers that do not have their EWS secured with login credentials, the following permissions must be enabled under the Public permissions group. Failure to enable these permissions will cause the enrollment to fail.

Access Controls Menu SectionAccess Controls to Enable

Administration Menus

Security Menu

Device Management

Remote Management

Lexmark_PCA_User account

When the PCA is installed on an eTask v5 and later printer, a Lexmark_PCA_User account and an Admin group are created. This account is used to process requests from CFM.

If any of the following have occurred after the printer is e

nrolled, CFM

functionality may be restored without re-enrolling the printer.

ActionResolution

Lexmark_PCA_User account has been deleted.

  • Recreate the Lexmark_PCA_User account.

  • Open the Printer Configuration Agent application.

  • Click <Test Agent Connection>

  • Click <Update Credentials> and the Lexmark_PCA_User.

Lexmark_PCA_User account name has been changed.

Reset the account name to: Lexmark_PCA_User.

Lexmark_PCA_User account's password has been changed.

  • Open the Printer Configuration Agent application.

  • Click <Test Agent Connection>

  • Click <Update Credentials>and enter the password for the Lexmark_PCA_User account.

Admin group has been deleted.

  • Recreate the Admin group with all permissions enabled.

  • Assign the recreated Admin group with the Lexmark_PCA_User account.

Admin Group Permissions have been changed.

Reenable all permission under the Admin group.

Lexmark_PCA_User account removed from the Admin group.

Reassign the Lexmark_PCA_User to the Admin group.

eTask printers prior to version 5

Secured printers

If a Basic Security Setup Template has been applied, its credentials must be provided in the Printer Enrollment Tool during the device enrollment process.

The following access controls must be set to either Basic Security Setup Template or No Security.

eTask VersionsAccess Controls MenuAccess Controls

e3 and e4

Administration Menus

Service Engineer Menus Remotely

e3 and e4

Management

Remote Management

e3 and e4

Management

Firmware Updates

e4

Management

Configuration File Import / Export

If the Basic Security Setup Template protection was applied or modified after the printer was initially enrolled, follow these steps:

  • Open the Printer Configuration Agent application.

  • Click <Test Agent Configuration>

  • Click <Update Credentials> and enter the password for the credentials for the Basic Security Setup Template.

  • Click <Test Agent Connection> again to verify the credentials.

Open printers

On printers that do not have their EWS secured with login credentials, the following must access controls be set to No Security. Failure to make this setting will cause the enrollment to fail.

eTask VersionsAccess Controls MenuAccess Controls

e3 and e4

Administration Menus

Service Engineer Menus Remotely

e3 and e4

Management

Remote Management

e3 and e4

Management

Firmware Updates

e4

Management

Configuration File Import / Export

Still Need Help?

If the error remains, contact Lexmark Technical Support for further assistance and have the following available;

  • Printer model(s)

  • Printer serial number

  • Printer application

For additional information regarding this topic, please refer to KB articleTasks in the CFM fail while the printer status is set to "On Schedule" "Cloud Fleet Management Tasks Fail While the Printer Status Is On Schedule"

LEGACY ID: SO8856

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