This article serves as a guide to gathering necessary information before opening an escalation item for Lexmark Printer Management Agent (LPMA) for Managed Print Services (MPS) 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:
NOTE: Provide a detailed problem description.
- Operating System where LPMA is installed
- Problem frequency
- Readily repeatable or random issue
[SETUP or ENVIRONMENT] to include:
- New roll out or new installation
[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR]
Step 2: Gather escalation requirements.
|Requirement||Relevance||How to obtain|
|Ensure you can print to the printer.||To verify printer communication|| Perform a test print.|
|Verify whether the LPMA service is running on the client computer.||This is required for the app to work.|
Go to Start, type services, and then click Services to open the window.
Locate and make sure that the Lexmark Printer Management Agent service is started.
|Verify whether LPMA data is available.||To verify missing data in the Lexmark Data Collection Manager (LDCM) when data is not collected|
Make sure that MPSConfiguration.ini file has MPS_STATUS] ¬ RUN_ON_STARTUP=ENABLED, and then restart the LPMA service to trigger file generation.
Verify whether the webserver url https://<server name or IP address>:8443/localagent/localagent.jsp is reachable from the client computer and results in a Connection Successful message.
Note: If connection is not successful, make sure that the server's outbound port 8443 is open and is not blocked by any Firewall, Router, or Proxy server.
|Collect MPSLOGGER.log||Info is used for simulation and analysis.|
Make sure that MPSConfiguration.ini file has MPS_STATUS] ¬ LOGGING_LEVEL=ALL LOG_FILE_NAME=C:\Users\<username>\Desktop\lpmalogs\MPS.log, and then restart the LPMA service to trigger file generation.
Print multiple files to the printer.
Collect the MPSLOGGER.log file (or the set LOG_FILE_NAME) found in the C:\ProgramData\LPMA or C:\Documents and Settings\All Users\LPMA folder.Note: It will indicate the function and whether the data is successfully sent to LDCM web server. Additionally, if MPS logging is set to “ALL”, an XML file will appear in the folder and should contain printer information (if printer communication is working).
Provide the LOG file to Lexmark Technical Support.
If you have any questions or encounter problems when collecting the data required in any of the items provided above, please close this window, go to your product's support page and locate Get In Touch with Lexmark! for contact information.
NOTE: When calling for support, you will need your printer model/machine type and serial number (SN).
The support agent may request additional information. Please be near the products described in this article to expedite the support process and reduce callbacks.
LEGACY ID: FA1069