Lexmark Printer Support for FamilySearch centers

Article Id: 6314
September 27, 2023

Troubleshooting

Please verify that the printer is plugged directly into a wall outlet and not into a surge protector or power strip. Some printers require more electricity than the surge protectors or power strips can provide.

For any error codes that start with 9, turn off the printer. If the error still appears after you turn the printer on again, the printer requires a service call to Lexmark.

Before you call Lexmark

Gather information, and then call Lexmark:

  • The phone number you use.
  • The printer model number.
  • The printer serial number.

Call Lexmark

  1. Call Lexmark support at 1-800-453-9787
  2. Enter the Church PIN: 56638834 (for the USA) or 50281986 (for Canada). If you make an invalid entry twice, the call transfers to the general Lexmark support number: 1-800-LEXMARK.
  3. Press 1 for an existing issue
    1. Press 1 to check status or 2 for technical support.
    2. At the prompt, enter the service request number from a previous call.
  4. Press 2 for a new issue
    1. Press 1 for a hardware issue or 2 for a software issue.
    2. At the prompt, enter the Lexmark printer model number. For the leading letter of the model, use the corresponding key on the phone for the letter. (For example, for an X738, enter 9738.)
  5. A support representative answers.
  6. Be sure to record the Lexmark service request number (ticket number) and the name of the agent you spoke with.

Lexmark support is also available at support.lexmark.com.

The Church of Jesus Christ of Latter-day Saints has only a 1-year warranty on single-function printers and a 5-year warranty on multifunction printers.

Important Notes

  • All printers are self-install. (Facilities Management no longer delivers or sets up.)
  • If a center needs support with initial printer setup or installation, please contact your local stake technology specialist or priesthood leadership. If they need additional help, have them contact Lexmark Support.
  • Most single-function printers have only a 1-year warranty. Few centers now qualify for a single-function device. We do not replace any E460 printers.

If you need additional assistance, please contact FamilySearch Support.

Was this helpful?