LEXMARK CUSTOMER SUPPORT Readme for version 5.2.7 1. OVERVIEW This Readme file pertains to the current release of the LEXMARK CUSTOMER SUPPORT application. Lexmark Customer Support is an embedded solution that can be installed on printers that support the Lexmark Embedded Solutions Framework (eSF) v3.x or v4.x. Customer Support provides users with dealer, customer, and device information that they can use to place a service call when they encounter problems with their printer. With Customer Support: * Users can view dealer contact information, customer information, and device details. * Users can print dealer, customer, and device information, or they can e-mail it directly to the dealer on a daily, weekly, or monthly basis. * Administrators can configure customer and dealer details using the printer Embedded Web Server. 2. ASSOCIATED FILES The following files and publications are included in the release: a. Application files * customerSupport_e3_sfp-5.2.7.fls * The Customer Support application for eSF v3.x single-function printers * customerSupport_e3-4_s2-5.2.7.fls * The Customer Support application for eSF v3.x and v4.x printers with 7- or 10-inch touch-screen displays * customerSupport_e4_s3-5.2.7.fls * The Customer Support application for eSF v4.x printers with 4.3-inch touch-screen displays b. Publications * CustomerSupport_AdminGuide.pdf * The Administrator's Guide * Readme * (This file) 3. REQUIREMENTS a. A printer that supports eSF v4.x, v3.x applications. Supported eSF v4.x printers include: * CS510 * Required firmware level: LW41.VY4.P454 or later * CX410 * Required firmware level: LW41.GM4.P454 or later * CX510 * Required firmware level: LW41.GM7.P454 or later * MS610 * Required firmware level: LW41.PR4.P454 or later * MS810 * Required firmware level: LW41.DN4.P454 or later * MS812 * Required firmware level: LW41.DN7.P454 or later * MS911 * Required firmware level: LW41.SA.P454 or later * MX51x, MX410 * Required firmware level: LW41.SB4.P454 or later * MX61x * Required firmware level: LW41.SB7.P454 or later * MX6500 * Required firmware level: LW41.JD.P454 or later * MX710 * Required firmware level: LW41.TU.P454 or later * MX91x * Required firmware level: LW41.MG.P454 or later Supported eSF v3.x printers include: * C792 * Required firmware level: LHS30.HC.P306 or later. * C925 * Required firmware level: LHS30.HV.P305 or later. * C950 * Required firmware level: LHS30.TP.P306 or later. * C74x * Required firmware level: LHS30.CM4.P305 or later. * X54x * Required firmware level: LHS30.VK.P305 or later. * X792x * Required firmware level: LHS30.MR.P306 or later. * X925x * Required firmware level: LHS30.HK.P305 or later. * X95x * Required firmware level: LHS30.TQ.P306 or later. * x74x * Required firmware level: LHS30.NY.P305 or later. * 6500e * Required firmware level: LHS30.JR.P305 or later. b. Memory: The printer must have a minimum of 256MB RAM. 4. LIMITATIONS AND COMPATIBILITY OF THE RELEASE a. SELECTING DEALER TAB RETURNS TO HOME SCREEN For eSF v1.x printers, if a user uploads a JPEG or PNG file on the Dealer Details tab of the printer Embedded Web Server, and then selects the Dealer tab on the printer control panel, then the printer returns to the Home screen. This issue occurs when a JPEG or PNG image is uploaded on the Dealer Details tab. The Dealer Details tab supports GIF images only. b. DEFAULT CURRENT VALUE NOT DISPLAYED FOR "VIEW CURRENT VALUE" On the printer Embedded Web Server, if a user has not provided a custom image for the home screen Up ir Down icons and selects "View Current Value" for one of the icons, a message is shown stating that the setting does not currently contain any data. c. "COUNT LARGER PAPER AS TWO PAGES" MAY NOT WORK If a user selects the "Count larger paper as two pages" option on the printer Embedded Web Server, then page counts for larger pages may be counted as one page instead of two if the count gets categorized as "Other" instead of larger paper on the Device Statistics page. This issue occurs because the Device Statistics page can store only page counts for up to 30 unique paper size/type combinations. If 30 unique combinations are already listed on the Device Statistics page and a user selects "Count larger paper as two pages," then the page counts are categorized as "Other" instead of larger paper. As a result, larger pages are counted as one page instead of two for the purpose of showing the total on the printer control panel. d. CUSTOM IMAGES CANNOT BE UPLOADED USING MARKVISION PROFESSIONAL The home screen Up and Down icons and Dealer Details tab images cannot be uploaded using MarkVision Professional (MVP). e. SUPPORTED IMAGE TYPES The Dealer Details tab supports GIF images. The home screen Up and Down icons support GIF and JPEG images. f. PAGE COUNT IN E-MAIL MAY NOT MATCH DEVICE INFORMATION PAGE COUNT If the printer has been serviced and certain cards have been replaced, then the page count listed in the support e-mail content may not match the page count listed on the Device Information page. This occurs because adding the new cards resets the page count to zero. g. MARKVISION PROFESSIONAL NOT SUPPORTED FOR eSF v3.x AND 4.x PRINTERS For eSF v3.x and 4.x printers, the application cannot be configured using MarkVision Professional (MVP). 5. RELEASE NOTES * Added Annual and Bi-annual Email Delivery Frequency options. For more information on installation and configuration instructions, see the Lexmark Customer Support Administrator's Guide provided with the application. Adobe Acrobat Reader is required to view this guide.