Fleet Management troubleshooting

Cannot access the Fleet Management web portal

Try one or more of the following:

Make sure that the user roles are assigned appropriately

For more information, contact your organization administrator.

Contact the Lexmark Customer Support Center

Printer is not enrolled

Try one or more of the following:

Make sure that the printer is in ready state

For more information, see Deployment readiness checklist.

Make sure that the authentication type set during enrollment matches the authentication type configured in the printer

Some printer models may have different authentication credentials configurations. For more information, see Updating agent access credentials.

Printer enrollment fails

Try one or more of the following:

Make sure that the Dynamic Host Configuration Protocol (DHCP) setting is enabled and that the auto-configuration of the Domain Name System (DNS) setting is allowed

From the Embedded Web Server, click Settings > Network/Ports > Ethernet, and then, from the IPv4 section, select Enable DHCP.

If you use a static IP address, then make sure that you set the static IP address only after the DNS setting is auto-configured

Make sure that the printer date and time settings match those of the network

Make sure that correct printer credentials are provided in the Printer Enrollment Tool

Make sure that sufficient access controls are enabled

For printers with eSF version 5.0 or later, the following access controls must be enabled:

Access Controls group	Access Control settings
Administrative Menus	SE Menus
Device Management	Remote Management
Device Management	Firmware Updates
Device Management	App Configurations

For printers with eSF versions 3.0 and 4.0, the following access controls must be enabled:

eSF version	Access Controls group	Access Control settings
eSF version 3.0 and 4.0	Administrative Menus	Service Engineer Menus Remotely
	Device Management	Remote Management
	Device Management	Firmware Updates
eSF version 4.0	Device Management	Configuration File Import / Export

Note: For more information on identifying the printer eSF version, see Viewing the Embedded Solutions Framework (eSF) version.

Contact the Lexmark Customer Support Center

Printer Agent update fails

Enroll the printer again

For secure printers, make sure that the correct printer credentials are provided during enrollment. For more information, see Enrolling printers using the Printer Enrollment Tool.

The printer is not communicating with the agent

Try one or more of the following:

Make sure that the printer is connected to the network

Make sure that the printer is not enrolled in another organization

Unenroll the printer from the organization, and then enroll it again in the organization where you want it to be managed.

Make sure that the Printer Agent is installed and running

Do either of the following:

If the Printer Agent is not installed, then enroll the printer using the Printer Enrollment Tool.
If the Printer Agent is stopped or disabled, restart or enable it in the Embedded Web Server.

Make sure that the printer network settings are updated

Access the Embedded Web Server.
Depending on your printer model, click Applications or Apps.
Click Printer Configuration Agent > Test Agent Connection.
- If the Test Agent Configuration button is missing, then enroll the printer again using the Printer Enrollment Tool.
- If a Connection Failed! dialog with printer login error appears, then update the printer login credentials. Click Update Credentials, and then provide the printer administrator credentials.
- If a Connection Failed! dialog with Internet connection error appears, then the printer network settings do not match the user network settings.

If a firewall is in place, then make sure that the Lexmark Cloud Services domains are allowed to use port 443

The domains depend on the Lexmark Cloud Services data center. To determine the data center for your organization, use the web address of the login screen. For more information, see the Lexmark Cloud Services New and Changed Functionality document.

North American Data Center—The web address of the login screen starts with https:\\idp.us.iss.lexmark.com.

apis.iss.lexmark.com
us.iss.lexmark.com
iss.lexmark.com
idp.us.iss.lexmark.com
api.us.iss.lexmark.com
apis.us.iss.lexmark.com
lexmarkb2c.b2clogin.com
b2ccustomizationsprodsa.blob.core.windows.net
ccs.lexmark.com
ccs-cdn.lexmark.com
prod-lex-cloud-iot.azure-devices.net
global.azure-devices-provisioning.net
login.microsoftonline.com
lpm.us.iss.lexmark.com
prodlexcloudk8s239.blob.core.windows.net
prodlexcloudk8s19.blob.core.windows.net

European Data Center—The web address of the login screen starts with https:\\idp.eu.iss.lexmark.com.

apis.iss.lexmark.com
eu.iss.lexmark.com
iss.lexmark.com
idp.eu.iss.lexmark.com
api.eu.iss.lexmark.com
apis.eu.iss.lexmark.com
lexmarkb2ceu.b2clogin.com
lexmarkb2c.b2clogin.com
b2ccustomizationsprodsa.blob.core.windows.net
ccs.lexmark.com
ccs-cdn.lexmark.com
prod-westeu-lex-cloud-iot.azure-devices.net
prod-lex-cloud-iot.azure-devices.net
global.azure-devices-provisioning.net
login.microsoftonline.com
lpm.eu.iss.lexmark.com
prodwesteulexcloudk8s54.blob.core.windows.net
prodwesteulexcloudk8s199.blob.core.windows.net

Make sure that sufficient access controls are enabled

For printers with eSF version 5.0 or later, the Lexmark_PCA_User account must have access to the Administrative Menus access control.

For printers with eSF versions 3.0 and 4.0, the Lexmark_PCA_User account must have to the following access controls:

eSF version	Access Controls group	Access Control settings
eSF versions 3.0 and 4.0	Administrative Menus	Service Engineer Menus Remotely
	Device Management	Remote Management
	Device Management	Firmware Updates
eSF version 3.0	Device Management	Configuration File Import / Export

Note: For more information on identifying the printer eSF version, see Viewing the Embedded Solutions Framework (eSF) version.

Contact the Lexmark Customer Support Center

Printer cannot communicate with the Cloud Fleet Management portal after deployment

Try one or more of the following:

Make sure that the Dynamic Host Configuration Protocol (DHCP) setting is enabled and that auto-configuration of the Domain Name System (DNS) setting is allowed

From the Embedded Web Server, click Settings > Network/Ports > Ethernet, and then, from the IPv4 section, select Enable DHCP.

If you use a static IP address, then make sure that you set the static IP address only after the DNS setting is auto-configured

If a firewall is in place, then make sure that the Lexmark Cloud Services domains are allowed to use port 443

North American Data Center—The web address of the login screen starts with https:\\idp.us.iss.lexmark.com.

Function	Used by	URL
CFM	Native Agent only	apis.iss.lexmark.com
CFM	Native Agent only	iss.lexmark.com
CFM	All customers	us.iss.lexmark.com
Identity Provider	All customers	idp.us.iss.lexmark.com
Identity Provider	All customers	login.microsoftonline.com
Identity Provider	All customers	lexmarkb2c.b2clogin.com
Identity Provider	All customers	b2ccustomizationsprodsa.blob.core.windows.net
API	All customers	api.us.iss.lexmark.com
APIS	All customers	apis.us.iss.lexmark.com
CCS	All customers	ccs.lexmark.com
CDN	All customers	ccs-cdn.lexmark.com
CFM	All customers	prod-lex-cloud-iot.azure-devices.net
CFM	Native Agent only	global.azure-devices-provisioning.net
LPM	Legacy CPM only	lpm.us.iss.lexmark.com
CFM File Storage	All customers	prodlexcloudk8s239.blob.core.windows.net
CPM File Storage	CPM only	prodlexcloudk8s19.blob.core.windows.net

European Data Center—The web address of the login screen starts with https:\\idp.eu.iss.lexmark.com.

Function	Used by	URL
CFM	Native Agent only	apis.iss.lexmark.com
CFM	Native Agent only	iss.lexmark.com
CFM	All customers	eu.iss.lexmark.com
Identity Provider	All customers	idp.eu.iss.lexmark.com
Identity Provider	All customers	login.microsoftonline.com
Identity Provider	All customers	lexmarkb2ceu.b2clogin.com
Identity Provider	All customers	lexmarkb2c.b2clogin.com
Identity Provider	All customers	b2ccustomizationsprodsa.blob.core.windows.net
API	All customers	api.eu.iss.lexmark.com
APIS	All customers	apis.eu.iss.lexmark.com
CCS	All customers	ccs.lexmark.com
CDN	All customers	ccs-cdn.lexmark.com
CFM	All customers	prod-westeu-lex-cloud-iot.azure-devices.net
CFM	Native Agent only	prod-lex-cloud-iot.azure-devices.net
CFM	Native Agent only	global.azure-devices-provisioning.net
LPM	Legacy CPM only	lpm.eu.iss.lexmark.com
CFM File Storage	All customers	prodwesteulexcloudk8s54.blob.core.windows.net
CPM File Storage	CPM only	prodwesteulexcloudk8s199.blob.core.windows.net

Make sure that the printer firmware is updated to support Transport Layer Security (TLS) version 1.2

Contact the Lexmark Customer Support Center

Fleet Management tasks fail but the printer status is On schedule

Make sure that the current printer configuration task is completed before sending new tasks

Importing a configuration bundle to the printer may cause the printer to stop responding.

Cannot open the Fleet Agent application

Try one or more of the following:

Make sure that the server or browser allows connection to localhost

If the Fleet Agent uses a port other than port 80, then the browser must allow connection to localhost:x, where x is the port number.

Contact your administrator

Some printers are missing during discovery

Make sure that you can communicate to the printer

Open a web browser, and then type the printer IP address. If the printer Embedded Web Server appears, then the printer is online.

Make sure that the SNMP community strings are set correctly

The Printer Enrollment Tool freezes

Sometimes, the operating system incorrectly attempts to communicate with the proxy server instead of the localhost, which causes the connection to fail.

Try one or more of the following:

Disable the proxy server of your web browser or operating system

For more information, see the documentation that came with your web browser or operating system.

Enable the "Bypass proxy server for local addresses" feature of your web browser or operating system

For more information, see the documentation that came with your web browser or operating system.

Cannot update printer credentials

An error occurs when updating the printer credentials using the Printers page.

Try one or more of the following:

Unenroll, and then enroll the printer again

Make sure that the correct printer credentials are provided during enrollment.

Make sure that the agent is updated

From the Fleet Management web portal, do either of the following:

Click Agents > Fleet Agents > select a Fleet Agent configuration > Update > Fleet Agent.
Click Agents > Printer Agents > select a printer agent > Update > Update agent version.

Make sure that the Lexmark_PCA_User account is added to the Admin group

For more information, contact your Lexmark representative.

Make sure that the permissions and function access controls for the Admin group are configured correctly

Depending on your printer model, the following permissions and function access controls are required:

Import / Export All Settings or Configuration File Import / Export
Apps Configuration
Security Menu
SE Menu
Firmware Updates
Remote Management

Note: For more information, see the Embedded Web Server Administrator's Guide for the printer.

A blank space appears on the display, and an application ID appears in Customize Home Screen and View Home Screen

This happens if an eSF application is uninstalled or an eSF application is stopped.

Try one or more of the following:

Restore the home screen to defaults settings

Run the eSF applications

A blank space appears on the display when adding a hidden function in Customize Home Screen

In older Lexmark models, when you add hidden eSF applications when customizing the home screen, a blank space may appear on the display, with no corresponding application in View Home Screen list.

In newer Lexmark models, when you add hidden eSF applications when customizing home screen, a blank space may appear on the printer display, with -BLANK SPACE- as a corresponding item in View Home Screen .

In printer options, when you add hidden functions, a blank space may appear on the printer display. In printers running on eSF version 5 or later, all items can be hidden using the Visible Home Screen icon. In printers running on eSF version 4 or earlier, all items can be hidden using Home Screen Customization settings.

Try one or more of the following:

Restore the home screen to defaults, and do not include the hidden item

Remove -BLANK SPACE- in the home screen, and apply new layout

Non–Cloud Authentication eSF application does not work if Cloud Authentication is installed with Idle Screen enabled (using Translation Assistant or Cloud Scan Management)

Make sure that a third party authentication is installed and Pluggable Authentication Module is not selected.

If Idle Screen is disabled, then redeploy Translation Assistant or Cloud Scan Management with the pluggable authentication module disabled

Reboot your printer

Note: For more information on limitations, see Cloud Authentication ReadMe.