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 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 [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

#3 The Firmware Version

#4 The XCS Debug Log

Please also tell us the time when the issue occurred.

#5 The XCS Project File

#6 The XCS Gcode File

#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.

#9 The Computer System Info

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