Troubleshooting; Introduction; Safecom Help Desk Assistant; Safecom Go Lexmark Software Issues - Lexmark X642E - X642E Administrator's Manual

4 Troubleshooting

4 Troubleshooting
4.1

Introduction

This chapter contains troubleshooting hints for the SafeCom Go Lexmark
product. Additional troubleshooting hints are available in the Troubleshooting
chapter in SafeCom G3 Administrator's Manual D60603.
4.2

SafeCom Help Desk Assistant

We want your SafeCom solution to be one that not only reduces print costs, but
is also easy to support. The most common problems reported by end-users have
been compiled into an online SafeCom Help Desk Assistant available at
safecom.eu/help
4.3

SafeCom Go Lexmark software issues

If you experience problems after loading the SafeCom Go Lexmark software to
a device, power cycle the Lexmark device.
4.4

SafeCom Go Lexmark device trace facility

When troubleshooting, contact SafeCom support through the Mail to SafeCom
Support on the SafeCom Go Lexmark Information web page (2.4.3). Mail to
SafeCom Support also automatically includes device information, such as the
printer firmware version and latest printer status.
The SafeCom trace facility is also used for troubleshooting. However, use only
if SafeCom Support instructs you to do so. The log facility is enabled on the
SafeCom Go Lexmark Log web page (2.4.5).
4.5

At the printer: Login service not available

This message is displayed when communication is lost to the SafeCom server.
Check the following:

If you experience problems after loading SafeCom Go Lexmark software
several times then power cycle the Lexmark device.

Does the Configuration web page (2.5.2) reference a SafeCom server and
is the IP address and Group name correct?

Is the SafeCom Service running on the SafeCom server?

Is the network down?

Is there a firewall blocking the communication?

Is the printer connected to the network?
The message is cleared and the device returns to normal operation by itself a
couple of minutes after communication has been restored.
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