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900.xx primary escalation requirements

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Common requirements

Before proceeding, make sure to fill out the Main escalation information requirement.

If a device is involved, gather these common requirements for all 900.xx-related issues.

Please utilize all available technical support resources before electing to escalate issues.

    Requirements and relevanceHow to obtain

    Menu Settings Page

    This document contains all the printer settings and running firmware code.

    On the printer, press Menu > Reports > Menu Settings Page; or click here for more information.

    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.

    1. Open printer's Web interface.

      1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

      2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se

      3. Press Enter.

    2. Select Logs Gzip Compressed to download the file.

    3. Save the file; e.g., logs.tar.gz.

    History Information Log

    Note:  This log is NOT required if Logs Gzip is provided.

    It contains the history of printer errors and secondary crash codes, which is helpful for diagnosis.

    This is just the equivalent of the Event Logs that can be found from the SE web page.

    1. Open printer's Web interface.

      1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

      2. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se

      3. Press Enter.

    2. Select HIstory Information.

    3. Save the file.

    These set of instructions applies to all Network‑connected MFPs.

    1. Turn OFF the printer.

    2. Press and hold 2 and 6.

    3. Turn ON the printer.

    4. Release the buttons after ten seconds.

    5. From the Config Menu, Select Reports and select Print Log.

    6. Note:  The instruction above is just an example and might vary from one printer model to the other when accessing Config Menu.

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Additional requirements

Capture the following additional requirements by clicking on the links to obtain the specific logs required.

LEGACY ID: FA876

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