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Lexmark CS720

Information Required to Escalate Lexmark Fleet Manager (LFM) 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.

Before you begin

Verify Lexmark Fleet Tracker product activation. How to Verify LFT Product Activation for additional information, if necessary.

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] – Include details in Step 2.

  • 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: Problem Description

Provide a detailed problem description:

  1. For data roll-up issues, include all LFM collectors involved:

  • Lexmark Fleet Tracker (LFT 2.0 only)
  • Lexmark Services monitor (LSM)
  • embedded Lexmark Services Monitor (eLSM)
  • Lexmark Local Tracker (LLT)
  • Lexmark Print Monitor Agent (LPMA)
  1. Include code levels of affected How to Check the Version of Lexmark Fleet Managerproduct.

  2. Details should include information about environment, architecture, installation, frequency (persistent and repeatable vs. random anomaly), functionality, etc.

Step 3: Capture Escalation Requirements

Collect the data points defined below for any or all solutions that are running in the environment.

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.


Lexmark Fleet Tracker (LFT) Data Points

Requirement

Relevance

How to Obtain (LFT 2.0)

LFT3.0 Locations

LFT log files

Required for debugging LFT services

1. Log on to the server that is hosting the LFT 2.0 Application.

2. Open file explorer and navigate to the default path C:\Lexmark\Lexmark_LFT\Logs.

3. Copy all log files into a .zip file and attach to escalation.

C:\Program Files\Lexmark\Fleet Tracker\server\logs

Screen capture of problematic behavior (i.e., error message, incorrect reading on webpage)

Provides a good overview of the problem especially if it’s a system error message

Use the ALT + Print Screen feature in windows or any screen capture utility available.

Same as LFT 2.0.

Check Oracle version installed on the hosting server.

N.A.

1. Open LFT 2.0 webpage.

2. In left-hand frame under the Administration section, select LFT Status.

3. In the bottom-right frame you will see the Version.

1. Open LFT 3.0.

2. Click on System Configuration.

Installation path of LFT and Oracle installations

Installation path may vary depending on which version of Oracle is used.

The default path for LFT is C:\Lexmark\Lexmark_LFT.

The default path for OracleXE is C:\oraclexe.

C:\ProgramFiles\Lexmark\Fleetracker

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Lexmark Solutions Monitor (LSM) Data Points

RequirementRelevanceHow to Obtain
LSM log fileUseful for understanding problematic behavior

1. Log on to the server that is hosting LSM Application.

2. Open file explorer and navigate to C:\Program Files\Lexmark\LSM \rXpress.log.

3. Copy the rXpress.log file and attach to escalation.

Screen CaptureProvides overview of problematic behavior

Use the ALT + Print Screen feature in windows or any screen capture utility available.

Confirm rXpress service is runningRequired service for LSM

1. Open Windows Task Manager > select Processes tab.

2. Confirm rXpress.exe and rXpressStart.exe are running.

Installation path of LSM

N.A.

The default path for LSM is C:\Program Files\Lexmark\LSM.


Note:
LSM is self-contained and does not rely on Oracle for data storage on the LSM collector.

IMPORTANT:

The

LSM installer writes into a flat file system which shows up as rXpress.rx in the installation directory.

Deleting this file and restarting the LSM will remove all print data from the LSM collector. Configuration settings will remain, however, as they are stored in the registry.

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Management Information Base (MIB) Data

This is required for device support issues.

  1. Collect required support files (xpr) files using the Printer Discovery Tool. xref_HO4035_xref for detailed instructions. Contact Lexmark Technical Support and reference KB ID#FA926 if you cannot view these instructions.

  2. Collect MIB data using the iReasoning MIB Browser Free Personal Edition.


NOTE:
Exported data should be in XML format.

StepAction
1

Go to the MIB browser website.

2 At the bottom of the screen, click “I Accept”.
3

Select either setup.exe (for Windows) or mibbrowser.zip (for all other platforms).

4Install the MIB Browser.
Note:
Please follow the on-screen instructions during installation.
5Launch the
icon.
6

Enter the printer’s IP address in the Address field.

7

Click Operations, select Walk then click

.

8

After the data has loaded in the Result Table, click the

icon to begin the XML data export.

9

Go under File and Save Session.

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Additional Oracle Database (DB) Information

For capacity issues, check Oracle version vs. size of users.dbf file to determine if database (DB) has gone over it's storage capacity.

StepAction
1

Determine Oracle Version to determine size capacity.


Note:
To check the Oracle version, click Start All Programs View Oracle Version. Oracle 10g XE = 4 GB; Oracle 11g XE = 11 GB.

2

Locate users.dbf file and check size.


Note:
This file determines size of DB. Default Oracle install directory: C:\oraclexe\app\oracle\oradata\xe\users.dbf

3

Check the size of users.dbf vs. the overall size capacity of the Oracle version being used.

Important!Issues will result if user.dbf is larger in size than Oracle version. Escalate DB issues right away.

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Lexmark Remote Asset Manager (LRAM) Data Points

LFT Data Collector Lexmark Remote Asset Manager (LRAM) Escalation Checklist

RequirementRelevanceHow to Obtain
LRAM log fileUseful for understanding problematic behavior
  1. Access the LRAM web user interface.

  2. Navigate to Tools > Logging Level and set it to Verbose. Then click Save.

  3. After replicating the issue, click again on Tools > Export Diagnostics. It will then create a zipped file.

  4. To manually get the file, access the server where LRAM is installed and go to C:\Program Files\Lexmark\Lexmark Remote Asset Manager\logs.Zipped the log folder.

Screen CaptureProvides overview of problematic behavior

Use the ALT + Print Screen feature in windows or any screen capture utility available.

Installation path of LRAM

N.A.

The default path for LRAM is C:\Program Files\Lexmark\Lexmark Remote Asset Manager.

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LEGACY ID: FA926

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