Help Tech Support Troubleshoot Faster

Article author
xTool Customer Service
  • Updated

Dear xTool makers, 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 faster we can provide advice and solve the issue. 

In this article, we list some crucial information that can greatly help us troubleshoot the issue. Please include them when you email tech support via support@xtool.com. 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

20220818-113144__1_.jpg

 

#3 The Firmware Version

image__3___1_.png

 

#4 The XCS Debug Log

Please also tell us the time when the issue occurred.

output__2_.png

 

#5 The XCS Project File

________1_.gif

 

#6 The XCS Gcode File

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#7 The Image File 

This is the image file you want to import into XCS. Such as a JPG file.

 

#8 The Machine S/N

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

20221110-183534.jpg

 

#9 The Computer System Info

For Windows:

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

mceclip4.png

 

For macOS:

Follow this path to get the info:

Go > Utilities > System Information

mceclip8__1_.png

 

 

 

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