Lexmark X264 Service Manual - Page 91
Escalating a fax issue to second-level support, Report a Fax Problem, Submit
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7013-XXX Escalating a fax issue to second-level support Before contacting the second-level support, go to the SE menu on the MFP and generate a Fax error file. This file contains machine settings information and debug information that will help second-level support determine the cause of a failure. To generate the fax error file, perform the following steps: 1. In a Web browser, type http://MFP ip address/se. 2. The MFP's SE menu page will display. Click the "Dump Job History" link. The following displays: 3. Write down the type of connection, the type of error, and the job in which the error occurred. 4. In the Web browser address bar, type http://MFP ipaddress/se. 5. Click Report a Fax Problem (A). The fax check list displays. 6. Fill in the requested information. This is where you will type in the information you retrieved in step 3. Second-level support can assist you if you have questions about the information requested on the page. Note: The fields requesting the code levels, model number, type of problem are auto-filled. If the information is not in the fields, it can be retrieved from the SE menu. The SE menu can be accessed by pressing **411 on the keypad or typing http://MFP ipaddress/se in a Web browser. 7. After all the requested information is entered into the Fax Checklist Web page, press the Submit button on the bottom of the page. A dialogue asking you to save the file will appear. Note: The file generated by the MFP is not automatically transmitted to second-level support. It is placed on the computer desktop. 8. Enter a name for the file, and indicate where you want to save the file. 9. Press OK. The file appears on the desktop. 10. E-mail the file to second-level support. Diagnostics information 2-57