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Lexmark CX725

Lexmark CX725

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Procedure before starting the 9yy service checks

    Retrieve certain information that helps your next level of support in diagnosing the problem before replacing the controller board.

    Warning—Potential Damage:  Do not replace the controller board unless instructed by your next level of support.

  1. Collect the history information and firmware logs (Fwdebug and logs.tar.gz) from the SE menu.

  2. Collect the settings from the Menu Settings Page.

  3. Collect information from the user.

    4. Note:  Not all of the items are retrievable from the printer that you are working on.

A. Collecting the history information from the SE menu

    Note:  Make sure that your printer is connected to a network or to a print server.

  1. Open a web browser, type http://printer_IP_address/se, and then press Enter.

    Notes:

    • printer_IP_address is the TCP/IP address of the printer.
    • se is required to access the printer diagnostic information.

  2. Click History Information, copy all information, and then save it as a text file.

  3. Email the text file to your next level of support.

B. Collecting the firmware logs (Fwdebug and logs.tar.gz) from the SE menu

    Notes:

    • Make sure that your printer is connected to a network or to a print server.
    • Some printers are designed to restart automatically after a 9yy error. On these printers, you can retrieve the secondary crash code information using the SE menu.

  1. Open a web browser, type http://printer_IP_address/se, and then press Enter.

  2. Click Logs Gzip Compressed.

    Note:  A logs.tar.gz file is saved to the Downloads folder. The file may take several minutes to save. You may rename the file if a logs.tar.gz already exists in the Downloads folder.

  3. Email the logs to your next level of support.

    Note:  To download the FWdebug log to a flash drive, see General SE.

C. Collecting the settings from the Menu Settings Page

Note:  The Menu Settings Page is different for each printer. For more information, see the User’s Guide. Your next level of support will tell you which page they want to see.

    Copying the Menu Settings Page from the Embedded Web Server (EWS)

    Note:  Make sure that your printer is connected to a network or to a print server.

  1. Open a web browser, type http://printer_IP_address, and then press Enter.

  2. Click Settings, and then select one of the settings pages from the links shown on the page.

  3. Copy all the information, and then save it as a text file.

  4. Email the text file to your next level of support.

    Printing the Menu Settings Page

  1. From the home screen, navigate to:

    Reports > Menu Settings Page

  2. Print the Menu Settings Page, and then email a scanned copy of the page to your next level of support.

D. Collecting information from the user

Ask the user for information about the following:

  • Print job being run
  • Operating system being used
  • Print driver being used
  • Other information on what was happening when the 9yy error occurred
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