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Information Required to Escalate 900.xx Issues

Overview:

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 DESCRIPTION]

  • 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: Gather common requirements for all 900.xx-related issues.

Common RequirementRelevanceHow 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

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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.


Note:
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for more details (e.g., supported printers, special considerations).

1. Open printer's Web interface.

To do this:

a. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome. b. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/sec. Press Enter.

2. Select Logs Gzip Compressed to download the file.

3. Save the file.

History Information Log

Important!

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.


Note:

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

1. Open printer's Web interface.

To do this:

a. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome. b. Enter the printer's IP Address followed by /se, e.g.,http://192.168.1.2/se c. Press Enter.

2. Select History Information.

3. Save the file.


Note:

This option applies to all Network-connected MFPs.

Manual collection method:

  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


Note:

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

Step 3: Select a topic from the list below to view additional requirements specific to your issue.


900.xx Boot Up Failure:


NOTE:

Please disregard common requirements noted above.

RequirementRelevanceHow to obtain

Capture secondary crash information.

Used to better understand the specific type of 900 error.

While the 900 Service error is displayed on the operator panel, obtain the secondary crash codes. Take precise note of this information displayed.

  1. Press the sequence of buttons described below:

    • Press and Hold the Home button then Press the ‘2’ Button.

  2. The printer will display the secondary info for that error.

  3. Take a picture of the info on the screen or have the user write it down and provide to the agent.

See examples below for what this crash code info might look like.

  • 900.00: '833 P4. LDTF_Main 0042-0013 page4/pmap2/ldskutils.c-1015:DPM_CRASH‘ – PTR 341065

  • 900.00 Firmware Error 934 P4SCIP 004B-0001 page4/scan/p44fs.c-262: P4SC_CRASH

Return to topics


900.xx Error related to Copying:


NOTE:

No additional requirements needed. This includes any error when making a scan job; e.g., Copy, Scan Profile, TWAIN Scan, Scan-to-Email, Scan-to-FTP.

Return to topics


900.xx Error related to DLE:

RequirementRelevanceHow to obtain

Type of DLE installed; e.g., IPDS, Forms and Bar Code Card, Forms Merge, Prescribe, PrintCryption)

Used to isolate specific DLE issues.

This can be obtained via the menu settings page under Installed Options and by verifying it from the customer.

Return to topics


900.xx related to Printing:

RequirementRelevanceHow to obtain

Original File and Spool/PRN File

These captured files can allow the problem to be reproduced.

  1. From the application, open the Print Dialogue box prior to printing.

  2. Enter a check in the Print to file check box.

  3. Click Print.

  4. You will be asked to the save a .PRN file instead of printing it.

Connection Type used

Info used for simulation and analysis.

E.g., USB, Ethernet, Wireless, Twin-ax, parallel, or other serial connection.

Driver Type and Driver Version

Info is used for simulation and analysis.

Go to Printing Preferences > Help > About Tab, and take a screen shot.

Or, Go to Printer Properties > About Tab, and take a screen shot.

Return to topics


Additional Information

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: FA876

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