Was the print job submitted using Cloud or Hybrid mode?
Helps determine which submission path was used.
Query customer to determine which print queue they used. Run "%programdata%\LPMC" and select all files in the folder and zip them.
File type being printed
Helps determine if this is a driver or Cloud submission issue.
Query customer to determine file being printed. Can also be determined from the LPMC.log file.
This is helpful when searching for the error string in the logs.
Take a screen shot or take note of the exact error message.
LPMC folder zipped.
This forms part of the client-side logs.
Run "%programdata%\LPMC" and select all files in the folder and zip them.
This will help in replicating the issue in the lab
Go to the Printer Properties and go to the About tab.
This will help in replicating the issue in the lab.
Go to the Control Panel > Programs and Features. Click on Lexmark Combined Print Management. Note the version shown in lower banner.
Note: The driver data stream indicator (XL, PS or PCL) will follow the program name.
Windows Application and System Events
This forms part of the workstation logs for reference.
Open Event Viewer and under Windows Logs, right click on Applications and select "Save All Events As...". Do the same for System.
This will tell us all the system specs and the running services
Run "msinfo32" and click File > Save (.NFO)
For faster searching in the logs
Ask the customer for the full username that was used to login to LPMC and the website.