XM3250 Customer support app disappears

[ChrisG]

We have several of these machine out, and it seems that after updating the machine's firmware, the customer supports app disappears from the home screen. Does anyone know how to fix this? Out of area erase, memory clear, factory reset, etc make no difference.

Thanks
Chris
TJL Copy

[mloudy]

Re: XM3250 Customer support app disappears

We do not know and have also been wondering why this happens sometimes.

Do you have your devices enrolled in Lexmark Cloud Services?

Do you carry a USB with the Customer Support app on it so you can reinstall?

[SalesServiceGuy]

Re: XM3250 Customer support app disappears

... when the web browser is viewed is the app still present?

If so, under Settings/Device/Visible Home Screen icons/ check the box for Customer Support and save.

[ChrisG]

Re: XM3250 Customer support app disappears

We do not know and have also been wondering why this happens sometimes.

Do you have your devices enrolled in Lexmark Cloud Services?

Do you carry a USB with the Customer Support app on it so you can reinstall?

We do not have the machines online with the Lexmark cloud services. That said, until now I've never thought to look to see if that app was available to download from Lexmark's website. Thanks for the idea

[ChrisG]

Re: XM3250 Customer support app disappears

... when the web browser is viewed is the app still present?

If so, under Settings/Device/Visible Home Screen icons/ check the box for Customer Support and save.

No there is no longer any options available from the web browser and/or home screen icons. It's as if the update completely eliminates the app for some reason.

[mloudy]

Re: XM3250 Customer support app disappears

You will need to get the app from Lexmark Package Builder. the zipped file has a bunch of different versions and you will need to drill down to find the correct one for the XM3250. If you start enrolling devices in their Cloud you will be able to push out apps to the machines remotely.

[fireater]

Re: XM3250 Customer support app disappears

We do not know and have also been wondering why this happens sometimes.

Do you have your devices enrolled in Lexmark Cloud Services?

Do you carry a USB with the Customer Support app on it so you can reinstall?

but where is it available to download?

[mloudy]

Re: XM3250 Customer support app disappears

Package Builder Moved

This link should take you to the log in page for Package Builder.

You will need a Lexmark dealer log-in username and password.

[dalewb74]

Re: XM3250 Customer support app disappears

home screen customization.