Solution
This issue is caused by an incorrect BSD Orion deployment: a "Beta" certified flash file was deployed to production resulting in pre-installing a Beta version of the Customer Support app in production BSD devices, which were then distributed to the dealers.
To solve this, download the latest version of the app from LCS (Lexmark Cloud Services) or Package Builder, using PN 82S0247. Install the downloaded flash file to the affected devices.
If the issue persists, search for more information related to this issue or contact support for further assistance.