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Lexmark XS798

Lexmark XS798

Lexmark 'Customer Support' Solution v5.0.3 Readme

Lexmark 'Customer Support'

Readme

v5.0.3 (6/11)

Overview

This Readme file pertains to the current release of the LEXMARK CUSTOMER SUPPORT application.

Lexmark Customer Support is an embedded solution that can be installed on printers that support the Lexmark Embedded Solutions Framework (eSF) v1.2, v2.0, or v3.0. Customer Support provides users with dealer, customer, and device information they can use to place a service call when they encounter problems with their printer.

With Customer Support:

  • Users can view dealer contact information, customer information, and device details.
  • Users can print dealer, customer, and device information or they can email this information directly to the dealer.
  • Administrators can configure customer and dealer details using the printer's configuration Web page.

Requirements

  1. Any single or multifunction printer that supports eSF v1.2, v2.0, and v3.0 applications.

Supported eSF v1.2 devicesFirmware level requirement (or later)
X644e, X646e, X646dteLC2.MC.P307aS1
X646efLC2.TI.P305aS1
X782eLC2.TO.P305cS1
X85xLC4.BE.P457S1
X94xLC.BR.P051HDS1
Supported eSF v2.0 devices
X651de, X652de, X654de, X656de and X658de Supported eSF v2.0 MFPs include:LR.MN.P510
X734de, X736de and X738deLR.FL.P510
X463de, X464de, X466de, X466dte, X466dweLR.BS.P510
X860de, X862de, X862dte, X864de, X864dhe, XS860de, XS862de and XS864deLP.SP.P510

T656

LSJ.SJ.P019
T654LR.JP.P510
W850nLP.JB.P510
Supported eSF v3.0 devices
C792LHS1.HC.P131j
C925LHS1.HV.P129k
C950LHS1.TP.P145h
X548de, X548dte and XS548deLHS1.VK.P141i
X792, X792e, X792de, x792dte, x792dtfe, x792dtpe, x792dtme, x792dtse, XS796de and XS796dteLHS1.MR.P135k
X925, X925de and XS925deLHS1.HK.P136k
X950de, X952de, X952dte, X954de, X954dhe and XS955dheLHS1.TQ.P145h
6500e Scanner-equipped printersLJR.JR.P169

  1. MFP device memory requirements: A minimum of 256 MB RAM.

  2. Single function printers (SFPs): A minimum of 256 MB RAM.

  3. Supported Email Servers

    • Microsoft Exchange Server 6.5
    • Lotus Domino Server 6.5
  1. This application requires an electronic license. To obtain a license, go to www.lexmark.com and click the "Contact Lexmark" link at the bottom of the screen.

Package Contents

The following files and publications are included in Customer Support v5.0.3.

  1. customersupport-3.2.4.fls - The Customer Support application for eSF v1.2 printers

  2. customersupport-4.0.7.fls - The Customer Support application for eSF v2.0 printers

  3. customersupport-MFP-5.0.3.fls - The Customer Support application for eSF v3.0 multifunction printers

  4. customersupport-SFP-5.0.3.fls - The Customer Support application for eSF v3.0 single-function printers

  5. Administrator_Guide.pdf - The Administrator's Guide

  6. Readme.txt (this file)

New Features

eSF 3.0 Device Support.

Limitations and compatibility of the release

  1. SELECTING DEALER TAB RETURNS TO HOME SCREEN

On eSF v1.2 printers, if a user uploads a JPEG or PNG file on the Dealer Details tab of the printer's configuration Web page, then selects the Dealer tab on the printer operator panel, the printer returns to the Home screen. This issue occurs when a JPEG or PNG image is uploaded on the Dealer Details tab and does not occur when a GIF image is uploaded. The Dealer Details tab supports GIF images only.

  1. IMPORT/EXPORT FUNCTIONALITY NOT SUPPORTED

Import/export functionality is not supported on eSF v1.2 printers.

  1. DEFAULT CURRENT VALUE NOT DISPLAYED FOR "VIEW CURRENT VALUE"

On the printer's configuration Web page, if a user has not provided a custom image for the Home screen Up icon or the Home screen Down icon and then selects "View Current Value" for one of the icons, a message is displayed stating that the setting does not currently contain any data.

  1. "COUNT LARGER PAPER AS TWO PAGES" MAY NOT WORK

If a user selects the "Count larger paper as two pages" option on the printer's configuration Web page, page counts for larger pages may be counted as one page instead of two if the count gets categorized as "Other" instead of larger paper on the Device Statistics page.

This issue occurs because the Device Statistics page can only store page counts for up to 30 unique paper size/type combinations. If there are already 30 unique combinations listed on the Device Statistics page and a user selects "Count larger paper as two pages," the page counts will be categorized as "Other" instead of larger paper. As a result, larger pages will be counted as one page instead of two for the purpose of displaying the total on the printer operator panel.

  1. CUSTOM IMAGES CANNOT BE UPLOADED USING MARKVISION PROFESSIONAL

Home screen Up/Down icons and Dealer Details tab images cannot be uploaded using MarkVision Professional (MVP).

  1. SUPPORTED IMAGE TYPES

The Dealer Details tab supports GIF images. Home screen Up/Down icons support GIF and JPEG images.

  1. PAGE COUNT IN EMAIL MAY NOT MATCH DEVICE INFORMATION PAGE COUNT

If the printer has been serviced and certain cards have been replaced, the page count listed in the support email content may not match the page count listed on the Device Information page. This occurs because adding the new cards resets the page count to zero.

  1. MARKVISION PROFESSIONAL NOT SUPPORTED FOR eSF v3.0 PRINTERS

For eSF v3.0 printers, the application cannot be configured using MarkVision Professional (MVP).

Installation details

For further installation and configuration instructions, please see the Lexmark 'Customer Support' Administrator's Guide (AdminGuide.pdf) provided with the application. Adobe Acrobat Reader is required to view this guide.adf

LEGACY ID: FA801

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