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Lexmark T650

Lexmark T650

Information Required to Escalate DLE Issues

Overview

This article serves as a guide to gathering necessary information before opening an escalation item for Downloadable Language Emulator (DLE)-related issues.

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 primary requirements for all DLE-related issues.

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 xref_FA877_xref for more information.

Spoolfiles / PRN FilesInfo is used for simulation and analysis.Enduser provided
Hextrace Info is used for simulation and analysis.Enduser provided
Print Samples Info is used for simulation and analysis.Enduser provided

Step 3: Click on the DLE to view additional requirements specific to your issue.


Image Quick

RequirementRelevanceHow to obtain
Copy of Image involved Info is used for simulation and analysis.Enduser provided
Copy of Bookmark link involved Info is used for simulation and analysis.Enduser provided
Provide Detailed Description of Symptom or Failure Info is used for simulation and analysis.Enduser provided

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Barcode

RequirementRelevanceHow to obtain
Barcode being printed Info is used for simulation and analysis.Enduser provided
Copy of Bookmark link involved Info is used for simulation and analysis.Enduser provided
Code sequence used to call the barcode Info is used for simulation and analysis.Enduser provided

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PrintCryption

RequirementRelevanceHow to obtain
Version of PrintCryption software (port monitor) Info is used for simulation and analysis.Enduser provided
Provide Detailed Description of Symptom or Failure Info is used for simulation and analysis.Enduser provided

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Prescribe

RequirementRelevanceHow to obtain
If...Then submit...
Printing output differs from KYOCERA
  • The print output on KYOCERA, and
  • The print output on LEXMARK
Macros or fonts not workingThe specific Macro files or font files being used
A Prescribe II command not working and it is listed as being supported in the PRESCRIBE EMULATION technical reference guide.Include the Prescribe command being used.
The Prescribe II command is not supported.A special product request will have to be submitted for consideration.
Info is used for simulation and analysis.Enduser provided
Provide Detailed Description of Symptom or Failure Info is used for simulation and analysis.Enduser provided

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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: FA875

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