July 2020

Lexmark Firmware Job Aid

When should Typically, you should consider updating firmware when:

you update • A technical resource such as a KnowledgeBase (KB) article, a service manual, an L2/L3 agent or
firmware? a Product Engineer (PE) suggests that an update may fix or resolve an issue,
• Firmware release notes tell you that a fix and/or product enhancement is available,
• You apply a recommended fix and reboot the device, but the same error or problem occurs
over and over again,
• A 900 error occurs, or
• The issue is not a hardware issue and the firmware major release is at least one level or more
older and the currently installed version.
o For example, the customer's Winners Circle device has firmware LW63.TU.P060 with
firmware 6 major release. The latest available firmware is LW71.TU.P050 with
firmware 7 major release.
o For example, the customer's Moja device has firmware CXTPP.041.080 with firmware
4 major release. The latest available firmware is CXTPP.072.070 with firmware 7 major
release.

When is There are times when firmware is not likely to be the root cause of the issue. Examples
firmware not include:
likely to be the • When the issue is a paper jam or print quality issue. These are rarely caused by firmware
issues.
root cause of a
• When a print defect is caused by a maintenance kit and/or supplies being low. After replacing
printer issue? the maintenance kits and/or supplies, confirm the original issue remains before checking
firmware.
• When the issue is caused by the customer's network infrastructure, including the physical
network (cables, servers, etc.). Take care of the infrastructure issues before checking
firmware.
• When the cause of the issue is physical damage, for example, a broken (dark or flickering)
control panel, etc. Physical damage should be addressed before exploring firmware issues.

Special cases • When the customer has Special-Product Release (SPR) firmware loaded on their device, as
indicated by a Delta (a letter at the end) in the filename. This usually means Lexmark has
provided special features or removed certain capabilities from the firmware. When you run
across SPR firmware, always escalate the case!
• When the customer has Special-Handling Instructions (SHIs) that restricts updating firmware:
When you encounter these types of cases, first eliminate all likely hardware-related causes,
then refer the case to the customer's IT department.

Where to find • Check the Device Information section of the Menu Settings Page report on the Embedded
the currently Web Server (EWS).
installed • Check the Update Firmware function on the Embedded Web Server (EWS).
firmware • Check the Device Information section of the printed Menu Settings Pages.
• Check the splash screen when turning on the device.
version
• Access the “Code Versions” report in the General SE menu on the control panel.

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Lexmark Firmware Job Aid, Continued

Matching
firmware
version to
device
generation

Where to find • Use the Recommended Firmware function on the Lexmark support site product page.
the latest • Use the Update Firmware dialog box on the Embedded Web Server (FW version 7 or later
firmware only).
version

How to update • Use an FTP application.

to the latest • Use a direct USB to PC connection. (See SO4667.)
version of
firmware

If you can • Can you logically eliminate hardware or user error as the cause of the problem?
answer “yes” to • Have you updated the firmware?
all three • Does the original problem still exist?
questions, then
ESCALATE!

Key Resources You will find these resources helpful when troubleshooting challenging firmware
issues. Keep in mind that you should always start by conducting a search on the
KnowledgeBase (KB), because that is where you will find the most current
information.
• Issue-specific KB articles
• FA1219 – Firmware naming conventions
• TE363 – Identifies PE and EC release information
• SO6474 - Troubleshooting 900 errors
• HO550 – How to check, download and update with the latest Lexmark firmware
• HO2198 – How to update firmware to a USB-attached MAC in OS 10.x
• Firmware release notes
• Issue-specific Extra View IDs - as recommended by PEs/DEs
• Level 2 and Level 3 Agents (L2s and L3s)
• Product Engineers (PEs)

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Lexmark Firmware Job Aid, Continued

How Winners
Circle filenames
are organized

How Moja
filenames are
organized