When an issue must be escalated, first answer these 5 questions:
- What is the issue that needs escalation? (a description of the overall issue reported by the customer)
- What ezeep product? (specify the ezeep Blue components involved in the issue, e.g. ezeep Connector for Print Server, ezeep Hub, etc)
- What info do you have about the environment? (Include as much information about the customer’s environment as possible, including info about their infrastructure, use case, amount of users, etc)
- What troubleshooting has been done? (Include info about what the customer has already tried to resolve the issue, such as reboots, logs, etc)
- Why does this need to be escalated? (A brief explanation of why the issue must be escalated, such as all known troubleshooting being exhausted, visibility needed into deeper backend components, etc)
Once the above information is compiled, make sure to gather the following from the customer:
- Logs via the TPDU (ThinPrint Diagnostic Utility) From each system (That is, the server device such as a remote desktop or user computer, and the client device such as the connector, local PC, or Print Server). Make sure that the customer creates a custom logging folder on each device and sets the folder permissions to Write and Modify for ALL USERS and set the logging folder in the TPDU to that path.
- Registry exports from the following registry keys:
- TPDU Reports from each device (In the TPDU, go to File > Save report as..)
- Timestamps of attempted print jobs reproducing the reported issue(s)
Note: The above refer to Windows devices. If the customer is using other devices such as Mobile (iOS and Android), Mac PrintApp, Chrome extension, etc then logs may not be available. Useful data to gather in these situations include:
- Browser console output (Press F12 in Chrome or Edge, go to the Network tab and reproduce the issue, save the output using the download button as a HAR file)
- App specific logs (These can be gathered from the Mac Print App)
The data and logs required depend on the situation, but in all cases, the bare minimum of what the developers need is covered above. Please use it as a checklist.