Affected Products:
Single-Function: All Color Devices and Black and white Devices
Multifunction: All Color Devices and Black and white Devices
Software: Accessibility Solution, AccuRead Automate, AccuRead OCR, Background and Idle Screen, Bar Code Discovery, Card Copy, Downtime Assistant Eco-Copy, Eco-Settings, Fax Forward, Fax Over IP, Forms and Favorites, Google Cloud Print, Multi-Send, MyShortcut, Remote Copy, Scan to Network Scan to OCR, Scan to RightFax, Scan to SharePoint, Solution Composer, eMail Size Limiter
Overview:
This article serves as a guide to gathering necessary information before opening an escalation item for embedded Solutions Framework (eSF) apps issues.
IMPORTANT!
You should use all available technical support resources before electing to escalate issues.
Step 1:
Gather mandatory information below for ALL escalations.
Customer Information
Account Name
Account Address
Customer Name
Phone Number
Email Address
Lexmark Device Machine Type/Model
IMPORTANT!
Please utilize this escalation template:
[PROBLEM DESCRIPTION]
Short summary of the issue
Error Message (if applicable)
Where does the error appear (EWS page, printer panel, etc.)
When does the issue appear?
App name
App version
Readily repeatable or intermittent issue
If intermittent, indicate problem frequency
[SETUP or ENVIRONMENT] to include:
Customer's Preferred Language(s)
New install app or upgrade?
Non-working printer
Firmware version
Device Models
Number of affected devices (including non-Lexmark printer)
What are the recent changes in the app or printer settings?
Has hard disk?
Any other unusual environment setup or software used
Working printer
Gather same information from non-working printer
[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR] [CUSTOMER/ISSUE TEMPERATURE]
Step 2:
Gather primary requirements for all eSF apps-related issues.
NOTE: If there are working printers on site, always get comparison logs, and then send both sets of logs. This will help in comparing the settings from a working device with one that has issues.
| Requirement | Relevance | How to obtain |
Menu Settings Page | This document contains all the printer settings and running firmware code. |
Note: To view detailed steps on how to gather these logs, please refer to Step 2 of the xref_Step2_xref. |
Logs Gzip
Note:
Applies to all Network-connected MFPs | This is a compressed file which contains all the logs from the printer's SE page. This also contains fwdebug for the last three (3) 900 errors as long as auto reboot is enabled. Important! Security Debugging should be enabled. Important! Make sure to collect this log immediately after the issue is reproduced. |
Exported Embedded Solutions Settings | This contains the configuration on how the eSF application is set up. |
Exported Security Settings | This contains the configuration on how the printer security settings are set up. |
Exported Device/Printer UCF Settings | This contains the configuration on how the base settings of the printer are set up. |
App-specific UCF settings | This contains the configuration per app. | 1. Open the printer's Embedded Web Server (EWS) via a web browser. 2. Go to Apps, click on the app name to open its configuration page. 3. Click on the "Export" button to save the app's UCF file. |
Embedded Solutions log
Note:
Get the Logs Gzip prior to obtaining this log.
Note:
Turn on the app-specific logs prior to obtaining this log. | It documents all the errors or crashes experienced by the eSF apps' user. Important! Make sure to collect this log immediately after the issue is reproduced. | 1. Open the printer's Embedded Web Server (EWS) via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address followed by /se (e.g., http://192.168.1.2/se). 3. Select Embedded Solutions. 4. Clear the log file to ensure that new log files will be captured to better isolate the problem. 5. Go to Set Logging Level, select YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode. Reproduce the problem. 6. Repeat Steps1, 2, and 3, and then click on Log File. 7. Copy and Save all the entries as .txt. Important! Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved. |
Bundle Information | Provides a list of all solutions installed on the printer. | 1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address followed by /se (e.g., http://192.168.1.2/se). 3. Select Embedded Solutions. 4. Select the Bundle Information. 5. Copy and Save all the entries. |
Exported System Info
Note:
Only required if a computer is involved. | This file contains comprehensive information on your computer's configuration. | 1. Click the Start menu > Programs > Accessories > System Tools > System Information. 2. Click File and Save. |
Screenshots and/or videos of any encountered errors, app "settings" screen, i.e. general charging, related functions, etc. | Info is used for simulation and analysis. | Enduser provided |
Step 3:
Click on the eSF app name to view specific logs required.
Card Copy and Eco Copy:
| Requirement | Relevance | How to obtain |
Scanned Sample Output or Sample File (For Quality Issues) | Info is used for simulation and analysis. | Scan a Printed Output or Capture a Sample File. |
Return to topics
Device Quotas:
| Requirement | Relevance | How to obtain |
Driver “Job Accounting” Configuration Screenshot | This will provide the information needed to verify if the correct user data was used. The information is also used for simulation and analysis. | 1. Click the Start menu > Control Panel > Printers and Faxes.
Note:
Select Printers for Windows Vista, and Devices and Printers for Windows 7 and 8 computers. 2. Right-click the printer Icon and click on Properties. 3. Click on Job Accounting tab. 4. Select Reports > Device Settings, and then take a screenshot. |
Enumerate the Function Access Controls where either ES_Users_Template and ES_Admin_Template are applied | Info is used for simulation and analysis. | 1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address (e.g.,http://192.168.1.2). 3. Select Settings > Security > Security Setup > Access Controls. By default, after the installation of the application, The ES_Admins_Template is applied to the following: Administrative Menus/ Security Menu at the Device Security Menu Remotely
Management/ While ES_Users_Template is applied to the following: Function Access/ * Device Apps/ Device Quotas Card Copy Forms and Favorites Multi Send Scan to Network MyShortcut
* When on-the-box or pre-installed. |
Indicate possible issues related to downloaded / printed reports in non-English languages | Info is used for simulation and analysis. |
Note: For all non-English languages, exported or printed Usage Data (e.g., current period usage, previous period usage, lifetime usage and department usage) and Individual User Report PDFs may contain erroneous characters in the PDF column headers as well as overlapping text, making them difficult to read. |
Indicate if the app is unable to restrict and track Flash Drive Scan and Print activities | Info is used for simulation and analysis. |
Note:
For eSF v2.x printers, Flash Drive Scan and Flash Drive Print jobs are NOT tracked even if they are restricted under Function Access Control. To work around and track these jobs, the user needs to access the application icon or any other profile which is also restricted by the application, authenticate, and return to home screen without logging out the existing session and access USB profile. After this the application can track Flash Drive Scan and Flash Drive Print jobs. |
Can the quotas allocated for FaxReceived, InternalPages and Non-Authenticated users be changed? | Info is used for simulation and analysis. | Quotas allocated for FaxReceived, InternalPages and Non-Authenticated users are fixed and cannot be changed from 10,000. |
User and Global Settings files | Info is used for simulation and analysis. | Go to the printer's EWS > Applications > Device Quotas, and then export both User Settings and Global Settings files. |
NOTE:
Also verify the following settings,
| If... | Then... | Location |
Preferred to restrict Color Copy and/or Color Print usage... | Restrict color usage should be checked. If unchecked, color copy or print usages would NOT be tracked for individual users, rather all the copies/prints would be tracked as "NonAuthenticated" user. | This is found under printer's EWS > Settings > Embedded Solutions or Device Solutions – Solutions (eSF) or Apps – Apps Management > Device Quotas > Configure tab. |
Preferred to restrict Mono Copy and/or Mono Print usage... | Restrict B&W usage should be checked. If unchecked, mono copy or print usages would not be tracked for individual users rather all the copies/prints would be tracked as "NonAuthenticated" user. | Same as above. |
Preferred to restrict non-authenticatedprinting usage such as FTP print jobs... | Restrict non-authenticated printing is checked. If checked, jobs will be rejected if there is no user id associated. | Same as above. |
Preferred to restrict and track scanning usage | Verify if ES_Users_Template is applied to the following Function Access Controls (FAC) manually: Function Access/ Flash Drive Scan E-mail Function Fax Function FTP Function
| This is found under printer's EWS > Settings > Security > Security Setup > Access Controls > Function Access. |
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Fax Forward and Forms and Favorites:
NOTE:
The information below is needed if the destination is a Network Shared Folder. It applies to Windows systems ONLY.
| Requirement | Relevance | How to obtain |
Version of Windows Operating system used for Network Share | Info is used for simulation and analysis. | Enduser provided Windows Server 2000 Windows 2000 Professional Windows Server 2003 Windows XP Professional Windows Vista Windows Server 2008 Windows 7
|
You must verify whether IP address or Hostname is used. | Info is used for simulation and analysis. | Enduser provided |
You must verify whether the server is in Domain or Workgroup. | Info is used for simulation and analysis. | Enduser provided |
You must verify whether "Network Domain" is correctly entered in the application configuration webpage. | Info is used for simulation and analysis. | 1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address (e.g.,http://192.168.1.2). 3. Select Settings, click on Embedded Solutions or Device Solutions > Solutions (eSF)or Apps > Apps Management. 4. Select Forms and Favorites, select Configure, select the Bookmark, and click on Edit. Verify whether "Network Domain" is set correctly. |
Is the server IP pingable and can the share be opened from another machine? | Info is used for simulation and analysis. | Enduser provided |
If the network share is a Windows 7 machine, verify whether the following are turned ON: a. Network discovery b. File and printer sharing c. Public folder sharing d. Password protected sharing | Info is used for simulation and analysis. | On the network share machine, navigate to Control Panel > Network and Internet > Network and Sharing Center, and then click on Change advanced sharing settings. a. Turn on Network discovery. b. Turn on file and printer sharing. c. Turn on sharing so anyone with network access can read and write files in the Public folders. d. Turn on password-protected sharing. |
You must verify whether the network share machine's Windows Firewall is turned ON or OFF.
Note: If turned ON, check whether exceptions are set properly.
| Info is used for simulation and analysis. | On the network share machine, navigate to Control Panel > System and Security > Windows Firewall > click on Turn Windows Firewall on or off. Verify whether the followings are turned ON or OFF? 1. Home or work network local settings. 2. Public network local settings. |
You must verify whether the network share and the printer have the same WINS and DNS server configured. | Info is used for simulation and analysis. | To locate WINS and DNS servers of the network share on the computer, 1. On the server machine, go to Start > Run. 2. Type cmd and enter. 3. Type ipconfig/all and enter. Then take a screenshot. To find WINS and DNS servers of the network share on the printer, 1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address (e.g.,http://192.168.1.2). 3. Select Settings, select Network/Ports, click on TCP/IP, and then take a screenshot. |
Folder Permission Settings | This contains the information about User Privileges; e.g., Read Only, Write, etc. | 1. Right-click the Destination Folder and click Properties. 2. Go to Sharing tab, find Permission, and then take a screenshot. |
Security Permission Settings | This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc. | 1. Right-click the Destination Folder and click Properties. 2. Go to Security tab, find Permission, and then take a screenshot. |
Return to topics
MFP Usage:
NOTE: The information below is needed if the destination is a Network Shared Folder. It applies to Windows systems ONLY.
| Requirement | Relevance | How to obtain |
Folder Permission Settings | This contains the information about User Privileges; e.g., Read Only, Write, etc. | 1. Right-click the Destination Folder and click Properties. 2. Go to Sharing tab, find Permission, and then take a screenshot. |
Security Permission Settings | This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc. | 1. Right-click the Destination Folder and click Properties. 2. Go to Security tab, find Permission, and then take a screenshot. |
Return to topics
Scan Center:
| Requirement | Relevance | How to obtain |
Diagnostic Log | Info is used for simulation and analysis. | Scan Center Diagnostic Log:Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome) Enter the printer's IP address (e.g., http://192.168.1.2). Select Apps > Scan Center > Configure. Click Diagnostic Log. Under "Diagnostic Levels", tick all check boxes. Click Save and reproduce error. Capture the Embedded Solutions log.
Note:
Diagnostic Logs are merged into the Embedded Solutions log (if Use Hard Disk is unchecked). Important! Make sure to uncheck all Diagnostic Levels once troubleshooting is completed and the issue is resolved. |
Folder Permission Settings | This contains the information about User Privileges; e.g., Read Only, Write, etc. | Right-click the Destination Folder and click Properties. Go to Sharing tab, find Permission, and then take a screenshot.
|
Security Permission Settings | This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc. | Right-click the Destination Folder and click Properties. Go to Security tab, find Permission, and then take a screenshot.
|
Server Information | Info is used for simulation and analysis. | For Scan Center – Network: Indicate the server’s Operating System, and version Using DFS? (Distributed File System), if so, indicate name and version of DFS Was the DFS recently changed or upgraded? If so, what was the former DFS and version?
|
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Scan to Hard Disk:
| Requirement | Relevance | How to obtain |
Sample File (For Output file Issues) | Info used for simulation and analysis. | 1. Open the printer's EWS via a web browser (e.g., Mozilla Firefox, Google Chrome). 2. Enter the printer's IP address (e.g.,http://192.168.1.2). 3. Select Applications > Scan to Hard Disk Web Retrieval. 4. Click the file to download. |
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Scan to Network:
NOTE:
The information below is needed if the destination is a Network Shared Folder. It applies to Windows systems ONLY.
| Requirement | Relevance | How to obtain |
Folder Permission Settings | This contains the information about User Privileges; e.g., Read Only, Write, etc. | Right-click the Destination Folder and click Properties. Go to Sharing tab, find Permission, and then take a screenshot.
|
Security Permission Settings | This contains the information about Users’ Security Privileges; e.g., Read Only, Write, etc. | Right-click the Destination Folder and click Properties. Go to Security tab, find Permission, and then take a screenshot.
|
Server Information | Info is used for simulation and analysis. | Indicate the server’s Operating System, and version Using DFS? (Distributed File System), if so, indicate name and version of DFS Was the DFS recently changed or upgraded? If so, what was the former DFS and version?
|
Return to topics
Scan to SharePoint:
| Requirement | Relevance | How to obtain |
MS Sharepoint version used | Info is used for simulation and analysis. | Enduser provided |
Credential privileges used when error is encountered; e.g., does the issue occur when Administrator or Guest privilege is in use? | Info is used for simulation and analysis. | Enduser provided |
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Scan to Docuware:
| Requirement | Relevance | How to obtain |
Docuware server version used | Info is used for simulation and analysis. | Enduser provided |
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Downtime Reports:
| Requirement | Relevance | How to obtain |
Source Type | Info is used for simulation and analysis. | Enduser provided |
Folder structure of the source type | Info is used for simulation and analysis. | Enduser provided |
File size of the files being uploaded to the printer’s Hard Disk | Info is used for simulation and analysis. | Enduser provided |
Size per folder | Info is used for simulation and analysis. | Enduser provided |
Activity Logs | Info is used for simulation and analysis. | Downtime Reports Activity Logs: From the Embedded Web Server, access the web application. Edit the URL by adding /logs. For example, Claiborne:http://IP/esf/prtappauth/apps/downtimeReporting/logs Pre-Claiborne:http://IP/cgi-bin/direct/printer/prtappauth/apps/downtimeReporting/logs (where IP is the printer IP address).
|
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eDAS and RegisterME:
| Requirement | Relevance | How to obtain |
Is Pharos Blueprint or Uniprint being used? | Info is used is for simulation and analysis. | Enduser provided |
Pharos version used | Info is used is for simulation and analysis. | Enduser provided |
Screenshots of "Settings" screen, i.e. general charging, related functions, etc. | Info is used for simulation and analysis. | Navigate to Pharos System Blueprint Administrator > Device Management > Terminals > Settings tab. |
Authentication Script used | Info is used for simulation and analysis. | Enduser provided. See table below. |
Screenshot of "Lexmark iMFP / iPR Configuration" screen | Make sure to Enable Authentication. First Authentication Token and Second Authentication Token match with the Authentication Script. Refer to table below: | Authentication Script | Enable Authentication | First Authentication Token | Second Authentication Token | Basic | Unchecked | Username | Password | Card Alternate | Checked | Username | Password | Card ID | Unchecked | CardSwipe | None | RegisterME | Checked | Username | Password | Username and Password | Unchecked | Username | Password | Username | Unchecked | Username | None |
| Navigate to Pharos System Blueprint Administrator > Device Management > Terminals > Lexmark iMFP / iPR Configuration tab. |
Terminal Type (.xml) files used (if available) | Info is used for simulation and analysis. | Enduser provided |
You must verify whether Lightweight Directory Access Protocol (LDAP) server or Microsoft Active Directory is used for authentication. | Info is used for simulation and analysis. | Enduser provided |
TaskMaster.log after reproducing the application error or authentication error (if any occurs) | Info is used for simulation and analysis. | This log is available under installed directory\Logs\; e.g., C:\ProgramData\Pharos Systems\Blueprint\Logs\ TaskMaster.log" |
Value of User Attribute | This can be used as a filter to find user’s LDAP/AD entry. | Enduser provided For LDAP: For Active Directory: |
Value of objectClass | This can be used as a filter to find user’s LDAP/AD entry. | Enduser provided For Active Directory or LDAP: user organizationalPerson person top
For LDAP only: |
If Register ME application is used in Active Directory environment, and you prefer not to have adminDn and adminPassword in clear text in the Authentication Script, check whether you are using the correct settings | Info is used for simulation and analysis. | Set the following: ~ string adminDn = null; string adminPassword = null; AuthenticationTypes authenticationType = LdapUtils.AdSecureAuthType; ~ LdapSearchResult result = LdapUtils.FindAdUser(serverUri, adminDn, adminPassword, authenticationType, filterFormat, filterParameters, resultProperties, password); ~ You will also need to set the Pharos Task Master service (on Pharos BP server) to run under domain account. Also, navigate to Control Panel > Administrative Tools > Services > Pharos Task Master (service) > right-click and select Properties > Select Log On tab > Select Log On as this account > enter Account Name; e.g., accountname@ ad.indiadev.lexmark.com > enter Password and Confirm Password fields > click Apply > Restart Pharos Task Master (service). |
NOTE:
If RegisterME application is used:
Make sure the same User Attribute is used on application Configure webpage.
Make sure the same User Attribute is used while initializing filterFormat and resultProperties in the Authentication Script.
Example for LDAP
~
string filterFormat = "(&(objectClass=inetOrgPerson)(uid={0.EN_US}))" ~ string[] resultProperties = new string[] { "uid"} Example for
Active Directory
~ string filterFormat = "(&(objectClass=user)(sAMAccountName={0.EN_US}))"
~ string[] resultProperties = new string[] { "sAMAccountName" }
Make sure the same objectClass is used while initializing filterFormat in the Authentication Script.
Example for LDAP~
string filterFormat = "(&(objectClass=inetOrgPerson)(uid={0.EN_US}))" Example for
Active Directory
~ string filterFormat = "(&(objectClass=user)(sAMAccountName={0.EN_US}))"
Make sure Mail Attribute (on application Configure webpage) contains some value which is present on LDAP/AD server.
Example for LDAP
~ mail Example for Active Directory
~ userPrincipalName
Make sure correct Port is used on application Configure webpage.
Example for LDAP
or Active Directory
without SSL ~ 389
Example for LDAP
or Active Directory
with SSL ~ 636
Make sure you have set Enable SSL and SSL Certificate fields correctly on application Configure webpage.
Example for LDAP
or Active Directory
without SSL ~ Enable SSL should be unchecked and No SSL Certificate should be uploaded Example for LDAP or
Active Directory
with SSL ~ Enable SSL should be checked and a Valid SSL Certificate should be uploaded
Make sure correct Port is used when initializing serverUri in the RegisterME Authentication Script.
Example for LDAP without SSL ~ string serverUri = "LDAP://directory.lex.lexmark.com:389/ou=Employees,o=Lexmark"Example for LDAP with SSL
~ string serverUri = "LDAP://directory.lex.lexmark.com:636/ou=Employees,o=Lexmark"
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Interact for Lexmark:
| Requirement | Relevance | How to obtain |
Version of ImageNow server used | Info is used for simulation and analysis. | Enduser provided |
Is Message Agent service up and running in the ImageNow server? | Info is used for simulation and analysis. |
Note: Please restart if not running. |
Do the credentials (used on the Configure web page of the MFPs) have Administrative privileges in the ImageNow server? | Info is used for simulation and analysis. | Enduser provided |
Are the same credentials used across multiple printers simultaneously? | Info is used for simulation and analysis. |
Note: Multiple Sessions using Single Sign-on is NOT supported by ImageNow server. |
Profile.ini file used to create the profile | Info is used for simulation and analysis. | Enduser provided |
Are all the parameters used in the profile.ini present in or supported by the ImageNow server? | Info is used for simulation and analysis. | E.g., Drawer Default value, Document Type Default value, Workflow Process Default value and Workflow Queue Default value |
All Custom Property Types used, and their default values and display formats | Info is used for simulation and analysis. | Enduser provided |
You must verify whether one or more Custom Property names use Unicode characters (e.g., Non-English characters). | Info is used for simulation and analysis. |
Note: Interact for Lexmark does NOT support Unicode characters as these are not supported by the ImageNow service. |
Return to topics
AccuRead Automate:
| Requirement | Relevance | How to obtain |
AccuRead Automate Log
Note:
The app does not provide the ability to e-mail debug files. If Logging is turned ON, be sure that Unrecognized documents and all Classifications are configured to go to SMB destinations. | Info is used for simulation and analysis. | See xref_HO3959_xref. |
Licenses | Info is used for simulation and analysis. | For newer models: 1. Open printer's EWS. To do so: a. Open a web browser; e.g., IE, Mozilla Firefox, Google Chrome. b. On the address bar, enter the printer's IP Address, e.g., http://192.168.1.2c. Press Enter. 2. Select Settings > Configuration Files > Licenses, and then take a screenshot. For older models: 1. Open printer's EWS. 2. Select Settings, click on Embedded Solutions or Device Solutions > Solutions (eSF), and then take a screenshot including the last column for Licenses. |
Note:
This is needed for Classification or Extraction errors. |
Number of times each classification has been trained | The higher the number of training times, the better the classification and extraction performance. | On the control panel, press the AccuRead Automate app to view the training counter. |
Sample Document | Info is used for simulation and analysis. | Enduser provided |
You must verify whether file format is .ocr or .tiff. | Info is used for simulation and analysis. | Enduser provided |
Note:This is needed if not sending to email. |
Destination server info | Info is used for simulation and analysis. | Gather the following: OS Permissions on destination folder 1. Right-click the Destination Folder and click Properties. 2. Go to Sharing and Security tab, find Permission, and then take a screenshot. Network environment, etc.
|
Note:This is needed for Quality of scanned results issues. |
Gather the following: Original document (hard copy) Output file generated (e.g., .pdf, .tiff, etc.)
| Info is used for simulation and analysis. | Enduser provided |
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Still Need Help?
Have the following available when calling Lexmark Technical Support;
Printer model(s)
Printer serial number
Software Solution
LEGACY ID: FA993