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Lexmark T650

Lexmark T650

Lexmark Document Distributor‑based apps primary escalation requirements

Index

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Common requirements

Before proceeding, make sure to fill out the Main escalation information requirement.

If a device is involved, gather these common requirements for all LDD based apps-related issues.

Please utilize all available technical support resources before electing to escalate issues.

    Requirements and relevanceHow to obtain

    LDD version

    This provides additional information about the solution’s environment.

    1. Go to http://<loadbalancerIP:9780/lmc to open the Lexmark Management Console (LMC).

    2. Log in using valid credentials.

      • Default Username: admin
      • Password: admin
    3. Click on About. Note the full version and/or obtain a screenshot.

    Solution version

    This provides additional information about the solution’s environment.

    1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

    2. Log in using valid credentials.

      • Default Username: admin
      • Password: admin
    3. Click on the Solutions tab, and on the left-hand pane select All Solutions.

    4. Make sure to obtain all solutions' names and versions.

    Install type (for example: Workgroup/Enterprise)

    Note:  Indicate the number of Load Balancer and App Server.

    Info is used for simulation and analysis.

    1. Go to http://loadbalancerIP:9780/lmc to open the LMC.

    2. Log in using valid credentials.

      • Default Username: admin
      • Password: admin
    3. Click on the System tab, and on the left-hand pane select System Status.

    4. Take a screenshot. Make sure the browser's address bar, Server Address, and Hostname column are captured.

    Type of setup / environment

    Hybrid or not a hybrid, for example, LDD is Firebird, LPM is MSSQL. etc.

    Licenses

    An unlicensed product or expired license will render the product unusable.

    1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

    2. Log in using valid credentials.

      • Default Username: admin
      • Password: admin
    3. Click on the System tab, and on the left-hand pane select Licenses. The list of installed licenses is displayed (for example:, Print Release requires Client, Server and MFP licenses).

    4. Verify whether the MFP and Server licenses have not expired.

    Menu Settings Page

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

    1. Using the printer Control Panel – On the printer, press Menu >Reports > Menu Settings Page.

    2. Using the Embedded Web Server (EWS) – Access the printer's EWS, go to Reports > Device Settings. Copy and paste the displayed information to a notepad or text editor.

    Embedded Solutions Log

    It documents all the errors or crashes experienced by the eSF apps' user.

    1. Open the printer's EWS via a web browser (for example; Mozilla Firefox, Google Chrome).

    2. Enter the printer's IP address followed by /se (for example; http://192.168.1.2/se).

    3. Select Embedded Solutions.

    4. Clear the log file to ensure that new log files will be captured to better isolate the problem.

    5. Go to Set Logging Level, select YES for Allow debugging entries in the log?, and hit Submit. This will turn ON Debugging Mode. Reproduce the problem.

    6. Repeat Steps 1, 2, and 3, and then click on Log File.

    7. Copy and Save all the entries as .txt.

    Note:  Make sure to turn OFF Debugging Mode once troubleshooting is completed and the issue is resolved.

    Exported embedded solutions settings

    This contains the configuration on how the eSF application is set up

    1. Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome).

    2. Enter the printer's IP address (for example, http://192.168.1.2).

    3. Select Settings > Import/Export, and then click Export Embedded Solutions Settings File.

    Exported security settings

    This contains the configuration on how the printers security settings are set up.

    1. Open the printer's EWS via a web browser (for example, Mozilla Firefox, Google Chrome).

    2. Enter the printer's IP address (for example, http://192.168.1.2).

    3. Select Settings > Import/Export, and then click Export Embedded Security Settings File.

    LMC job report

    This provides a history of the failure.

    1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

    2. Log in using valid credentials.

      • Default Username: admin
      • Password: admin
    3. Click on the System tab, and on the left-hand pane select Jobs.

    4. Click Export report.

    LMC log report

    This provides a history of the failure.

    1. Go to http://<loadbalancerIP:9780/lmc to open the LMC.

    2. Log in using valid credentials.

      • Default Username: admin
      • Password: admin
    3. Click on the System tab, and on the left-hand pane select Log.

    4. Click Export report.

    LDD installation log files

    This provides information if the installation went well.

    Collect from the Load Balancer

    1. Navigate to C:\Users\All Users\Lexmark\LDD4x. Note that C:\ can be a different drive letter depending on where the installation files are saved.

    2. Obtain all files with a .log extension..

    Firebird database log

    This provides information of any firebird database‑related issue.

    Collect from the database (DB) server, which is usually the Load balancer.

    1. Navigate to C:\Program Files\Lexmark\Solutions\Firebird. Note that C:\ can be a different drive letter depending on where the installation files are saved.

    2. Obtain all files with a .log extension.

    Note:  This may not be needed if customer is using full‑sqlserver database.

    Apache 2 logs

    This contains information about the Load Balancing service.

    Collect from the Load Balancer.

    1. Navigate to C:\Program Files\Lexmark\Solutions\Apache2\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved.

    2. Obtain all files with a .log extension.

      Note:  You may obtain those that cover the dates when the issue occurred.

    ApacheAgent logs

    This contains information about the Load Balancing service.

    Collect from the Load Balancer.

    1. Navigate to C:\Program Files\Lexmark\Solutions\ApacheAgent\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved.

    2. Obtain all files with a .log extension.

    Tomcat logs

    The logs contain the activity logs of LDD applications.

    Collect from the App Server.

    1. Navigate to C:\Program Files\Lexmark\Solutions\tomcat\logs.. Note that C:\ can be a different drive letter depending on where the installation files are saved.

    2. Obtain all files with a .log extension.

    Event logs‑security

    Info is used for simulation and analysis.

    Collect from the App Server.

    1. Navigate to C:\Program Files\Lexmark\Solutions\ApacheAgent\logs. Note that C:\ can be a different drive letter depending on where the installation files are saved.

    2. Obtain all files with a .log extension.

    Event Logs–Application Log

    This contains information about Services failing upon startup, logs from LDD Client Service, components that may have failed, etc.

    Collect from where the issue happens (for example,, Load Balancer, App Server, or Print Server).

    1. Click Start, type cmd, right-click on cmd, and then select Run as administrator.

    2. Type wevtutil.exe export-log Security%userprofile%\desktop\Security.evtx, and then press Enter.

    System Information (msinfo)

    Used to verify system resources, status of services, system's time zone and time, etc.

    Collect from where the issue happens (for exmple, Load Balancer, App Server, or Print Server).

    1. Click Start > Run, type msinfo32, and then click OK.

    2. Click File > Save and label file as sysInfo.nfo.

      Note:  Do not use Export as it will result to a .txt file.

    IP Configuration (ipconfig)

    This contains network related information: DNS, IP Address, MAC Address, etc.

    Collect from where the issue happens (for exmple, Load Balancer, App Server, or Print Server).

    1. Click Start, type cmd, right-click on cmd, and then select Run as administrator.

    2. Type ipconfig/all > %userprofile%\desktop\ipconfig.txt, and then press Enter.

    Server ports status (Netstat)

    This contains information about open ports and their current state.

    Collect from where the issue happens (for exmple, Load Balancer, App Server, or Print Server).

    1. Click Start, type cmd, right-click on cmd, and then select Run as administrator.

    2. Type Netstat -a > %userprofile%\desktop\PortStatus.txt, and then press Enter.

    Number of users and printers affected

    This is used to identify whether the issue is specific only to a certain printer model or printer family, or if it is a site-wide downtime for prioritization.

    Verify the number of printers exhibiting the reported issue and the number of users affected, with their location (e.g., a single user versus users in Office X only, versus all users worldwide).

    Was the solution version upgraded? What was the prior version?

    Important to know if a break in functionality was the result of an update process.

    Antivirus application installed

    Important to identify whether a critical blocked folder or process is potentially being blocked.

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Additional requirements

Capture additional requirements by clicking on the following links to obtain the specific logs required.

LEGACY ID: FA1056

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