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Lexmark MX410

Lexmark MX410

Information Required to Escalate Hardware 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]

    • Customer Name

    • Phone Number

    • Email Address

    • Account Name

    • Account Address

  • [SIEBEL DETAILS]

    • Printer Information

    • Track Codes and SR Notes

    • SR Summary and Escalation Description (Under AP or SR Notes)

IMPORTANT!Please utilize this escalation template (depending on the nature of the issue):

  • [SETUP or ENVIRONMENT] to include:

    • Is this an MPS account?

    • Customer Industry; e.g., Banking, Education, Healthcare, Insurance, Manufacturing, Retail, Communications, etc.

    • Lexmark Device Machine Type/Model, Serial Number, TLI, and Region (if dealing with supplies issue)

    • Number of affected devices

    • New roll out or new installation?

    • In what environment are the devices installed? E.g., climate-controlled office, warehouse, etc.

    • If dealing with supplies or print quality issues, what does the customer typically print? E.g., pictures, office documents, signage, etc.

  • [PROBLEM DESCRIPTION]

    • Please describe the defect/symptom the customer is experiencing.

    • Issue frequency

    • Readily repeatable or random issue

  • [STEPS TO REPRODUCE]

  • [ACTUAL BEHAVIOR]

  • [EXPECTED BEHAVIOR]

Step 2: Capture Escalation Requirements

Select the topic that most closely resembles your issue and gather all requested information.


Paper Jams

RequirementsRelevanceHow to obtain
Paper media specifications

Info used for simulation and analysis


Note:
Please specify the Paper Brand, Type, Weight, Size, Grain, etc.

End user provided

Menu Settings page

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

Click here to view the methods used to obtain the printer Menu Settings pages.

Printer Error codes and secondary error codes/Event Logs

Info used for analysis

End user provided

Environmental Factors

Info used for analysis


Note:
Room temperature, humidity, or other conditions can affect printer performance.

End user provided

Specifics surrounding error codes; media condition at the time the printer experienced the failure

Info used for analysis

End user provided

If possible, an image of the jammed paper near the location of the printer jam

Info used for analysis

End user provided

Previous service actions performed and install dates, if possible

Parts replaced and service notes

End user or support agent provided

Return to topics

Print Quality Issues

RequirementsRelevanceHow to obtain

Print Quality Pages

Info used for analysis

End user provided

Original Page or Image being copied


Note:

Include scanned samples of print failure.

Info used for analysis

End user provided

Menu Settings page

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

xref_FA877_xref to view the methods used to obtain the printer Menu Settings pages.

Supplies information

Cart Part Numbers, Date Codes, and Cart Chip Color are all important for diagnosis and analysis.

End user provided

Paper media specifications

Info used for simulation and analysis


Note:

Please specify the Paper Brand, Type, Weight, Size, Grain, etc.

End user provided

Copy samples from ADF or Flatbed

Info used for analysis

End user provided

Previous service actions performed and install dates, if possible

Parts replaced and service notes

End user or supportagent provided

Return to topics

No Power Issues

RequirementsRelevanceHow to obtain

Power cable topology

An exact description of the printer power connection used for diagnosis.

End user provided

Lights on the printer that turns on

Info used for analysis

End user provided

Power outages

Info used for analysis

End user provided

Use of UPS/Surge protectors

Info used for analysis

End user provided

Option cards installed or attached

Info used for analysis

End user provided

Sounds or noises description

Info used for analysis

End user provided

Beeps and number of beeps

Info used for analysis

End user provided

Environmental conditions

Info used for analysis

End user provided

If possible, previous service actions performed and the install dates of any replaced printer components

Parts replaced and service notes

End user

or

support agent provided

Return to topics

Supplies Issues

RequirementsRelevanceHow to obtain

Cartridge Part Number and Date Code

Important for failure analysis investigation

End user provided

Starter toner or Aftermarket toner cartridge?

Important for failure analysis investigation

End user provided

Device Statistics Pages – should reflect the suspected cartridges

Important for failure analysis investigation, especially for YIELD complaints

End user provided

Menu Settings Pages

Important for failure analysis investigation, especially for YIELD complaints

End user provided

Event Log

Important for failure analysis investigation

End user provided

Example page(s) of bad print quality

If dealing with print quality complaint

End user provided

SPECIALIZED REQUIREMENTS:

For Customer Supplies Escalations supported by a Field Service Engineer or Account Manager, please post your concern on the "Supplies Central - Ask an Expert" Yammer feed. Laser supplies Customer Experience Engineers will then respond with additional questions and information to generate a customer escalation.

  • For LEAKING complaints / picture of leaks, send cartridge AND imaging unit.

  • In case the Supplies Engineering team requires the suspect cartridge(s), samples can be shipped to the following address:

    • For EMEA Region customers – Budapest office:Lexmark International Technology Hungaria Kft. 1095 Budapest Lechner Ödön fasor 8. Millennium Tower III. 2. floor Hungary Attn: Customer Experience

    • For customers on ANY other regions – Lexington Office:

      Lexmark International Attn: Supplies Customer Experience Engineering 740 W New Circle Rd. Bldg 032/035 Dock TSC Laser Supplies Analysis Lexington, Ky. 40550

Return to topics

Media Issues

RequirementsRelevanceHow to obtain

Media Samples

Info used for simulation and analysis

Mailed directly Call Center or Country Specialist

Paper media specifications

Info used for simulation and analysis


Note:

Please specify the Paper Brand, Type, Weight, Size, Grain, etc.

End user provided

Specified # of requested sheets; e.g., one Ream (500 Sheets)

Info used for simulation and analysis

End user provided

Menu Settings page

This document contains all the printer settings and running firmware code

xref_FA877_xref to view the methods used to obtain the printer Menu Settings pages.

Print Quality pages, if applicable

Info used for analysis

End user provided

Return to topics

Replacement Parts Issues

RequirementsRelevanceHow to obtain

Photo of original part

Important in order to show comparison with the received part

Technician/Customer Provided

Photo of the received part

Important in order to show comparison with the received part

Technician/Customer Provided

Part Label (original and received)

Very important information in sorting parts inventory

Technician/Customer Provided

Source of FRU

Very important information in sorting parts inventory

Technician Provided

Return to topics

Error Codes/Messages

RequirementsRelevanceHow to obtain

The complete error code and error message from the printer's Op Panel

Info used for analysis

Technician/Customer Provided

Secondary crash code

Info used for analysis

Technician/Customer Provided

Occurrence of the error/message

Info used for analysis

Technician/Customer Provided

Return to topics

Noise Issues

RequirementsRelevanceHow to obtain

Occurrence of the noise

Info used for analysis

Technician/Customer Provided

Location/Source of the noise

Info used to determine possible cause

Technician/Customer Provided

Return to topics

Printer Damage Issues

RequirementsRelevanceHow to obtain

Clear photo of the damage part

Important to identify if damage is repairable or not

Technician/Customer Provided

Previous service actions performed and the install dates of any replaced printer components

Info used for analysis

End user or support agent provided

Return to topics

Still Need Help?

Have the following available when calling Lexmark Technical Support;

  • Printer model(s)

  • Printer serial number

  • Toner/imaging unit/waste toner bottle part number and serial number

LEGACY ID: FA870

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