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Lexmark X364

Lexmark X364

Fax forward to eSF additional escalation requirements

Fax Forward to eSF

Before proceeding, make sure to fill out the Main escalation information requirementand gather the primary requirements for fax‑related issues as seen here Fax primary escalation requirements.

Note:  These apply to all network-connected MFPs. Embedded Solution Log File, Bundle Information, and History Information log are required for printers NOT included on the supported printers found in this xref_logs-gzip-compressed-file-support-and-collection-explained-topic_xref. This log is NOT required if Logs Gzip is provided.

Requirement and relevanceHow to obtain

Embedded Solution Log File

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

  1. Open printer's Web interface.

    To do this:

    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

    2. Enter the printer's IP Address followed by /se, e.g., http://192.168.1.2/se

    3. Press Enter.

  2. Select Embedded Solutions.

    Note:  Lexmark recommends to perform Clear Log File first before proceeding to the next step. This will ensure that new log files will be captured to better isolate the problem.

  3. 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.

  4. Do Steps1 and 2, and then click on Log File.

  5. Copy and Save all the entries.

Bundle Information

It provides a list of all solutions installed on the printer.

  1. Open printer's Web interface.

    To do this:

    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

    2. Enter the printer's IP Address followed by /se, e.g., http://192.168.1.2/se

    3. Press Enter.

  2. Select Embedded Solutions.

  3. Select the Bundle Information.

  4. Copy and Save all the entries.

History Information log

It contains the history of printer errors and secondary crash codes, which is helpful for diagnosis.

Note:  This is just the equivalent of the Event Logs that can be found from the SE web page.

  1. Open printer's Web interface.

    To do this:

    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

    2. Enter the printer's IP Address followed by /se, e.g., http://192.168.1.2/se

    3. Press Enter.

  2. Select History Information.

  3. Save the file.

Manual collection method:

  1. Turn OFF the printer.

  2. Press and hold 2 and 6.

  3. Turn ON the printer.

  4. Release the buttons after ten seconds

  5. From the Config Menu, Select Reports and select Print Log

Note:  The instruction above is just an example and might vary from one printer model to the other when accessing Config Menu.

Exported System Information

This file contains comprehensive information on your computer's configuration.

  1. Click the Start menu > Programs > Accessories > System Tools > System Information.

  2. Click File and Save.

Fax Forward .ucf

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

  1. Open printer's Web interface.

    To do this:

    1. Open a Web browser; e.g., IE, Mozilla Firefox, Google Chrome.

    2. Enter the printer's IP Address followed by /se, e.g., http://192.168.1.2/se

    3. Press Enter.

  2. Select Settings > Embedded Solutions.

  3. Select Fax forward eSF, and then click on Configure > Export.

  4. Save the file.

Note:  For 900 issues related to Fax, you may also refer to this 900.xx primary escalation requirements.

LEGACY ID: FA868

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