Help Tech Support Troubleshoot Faster

Dear xToolers, thanks for choosing our products~

As we need to consider many possibilities to find out what exactly happened to your machine, the more info you provide, the better we can understand the situation, and the faster we can give advice and solve the issue. 

This article lists some crucial information that can help us troubleshoot the issue. Please include them when you email tech support via [e-mail]. Thanks!

#1 A Video About the Issue

Take a video when the issue occurs. If you missed it, see if you can reproduce the issue, and then take a video and send it to us. This way, we can see the same thing as you see, and eliminate any ambiguity or loss of information during communication. Remember, one good video is better than describing the issue in a thousand words.

#2 The Software Version

You can follow the instructions below to find out your software version:

1. Click the "Settings" in the top left corner.
2. Go to the General section.

The current software version is on the right side, as shown below.

#3 The Firmware Version

You can follow the instructions below to find your firmware version:

1. Click the gear icon on the top right corner.
2. Go to the "Basic info" section.

The current software version is on the right side, as shown below.

#4 The XCS Debug Log

You can find the debug record in the following way:

1. Click the "Settings" on the top left corner.
2. Go to the "General" section.
3. Choose "debug" in the "log level" setting.
4. Click Open and turn to the folder of debug record.

You will see the debug files exported to your computer storage.

Please send us the debug files from the day before to the day after the issue occurs.

#5 The XCS Project File

Please provide us with your project file to be processed.

#6 The XCS Gcode File

You can save the Gcode file to your computer storage in the following way:

1. Connect the machine to the computer and power it on.
2. Launch XCS and launch an image or file. Set the power parameter.
3. Click the Setting button in the top right corner and go to "Working parameters".

4. Save the Gcode file to the computer storage.

#7 The Image File 

You may need to provide the image that you are trying to process. It can be a vector image in svg or dxf formats, or a bitmap image in jpg, png or other formats.

#8 The Machine S/N

Please find the Product Serial Number on the rear plate of the machine.

#9 The Computer System Info

You can see your computer system information by referring to the following instructions.

For Windows:

1. Right-click on Start, then click on Run.
2. Enter "dxdiag" and find the System Information.

 

For macOS:

Follow this path to get the info:

Go > Utilities > System Information