Collect or capture all information below before opening an escalation item.
IMPORTANT! You should utilize 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 frequency
- Readily repeatable or random issue
[SETUP or ENVIRONMENT] to include:
- Number of affected devices (include Lexmark and/or non-Lexmark printers)
- New roll out or new installation
[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR]
Step 2:Log collection varies per model and printer firmware code.
|Your device is included on the supported printers found in xref_FA958_xref...|
Gather the following logs:
| Your device is NOT included on the supported printers found in the article above...||Proceed with the succeeding steps.|
Step 3: Gather all requirements to escalate any 976.xx errors.
|Relevance||How 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 xref_FA877_xref for more information.
|Network Setup Page|| This document contains the device's network settings.|
On the printer, press Menu > Reports > Network Setup Page.
History information log
Note: This applies to all Network-connected MFPs.
|This document contains the machine's History Information.|
1. Open printer's Web interface.
To do this:
Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.
Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se
2. Select History Information.
3. Save the file.
If you have any questions or encounter problems when collecting the data required above, please contact your next level of support or Lexmark Technical Support for any additional suggestions.
Additional information may be requested by the support agent.
LEGACY ID: FA1010