Issue description

When you laser engrave or cut with a D series machine, you may see the machine suddenly stop working after you press the button to start a process or in the middle of a job.

In addition, you may encounter one of the following four cases on XCS.

Case 1:  A pop-up error message shows "File sending exceptions".
Case 2:  The pop-up window shows that the device is still processing.
Case 3:  A pop-up window shows "Device disconnected".
Case 4:  A pop-up window shows "Complete".

In this guide, we will provide troubleshooting steps case-by-case. Please refer to the instructions according to XCS response to solve the issue, and if needed, collect diagnostic info and contact customer support for further advice.

Note: Please avoid turning on or off high-power electrical appliances to avoid circuit fluctuations leading to the suspension.

Case 1: XCS shows "File sending exceptions"

What you see

In this case, the file-sending fails and there is a pop-up error message showing "File sending exceptions" as in Pic 1, which prevents the processing tasks from proceeding.

What to do

Error in a USB connection

#1 Processing in Wi-Fi connected or offline function

• XCS generates data and sends it to the device in real time via a USB connection. However, if the data transfer rate is slow due to issues with the cable, timeouts may occur during the transfer, causing the processing to stop.
• You can switch to a Wi-Fi connection or use the offline processing function on XCS.
  • Refer to this guide to connect the device through Wi-Fi.
  • See this guide for details on using the offline processing function.

#2 Check the computer performance

• Ensure your computer meets the minimum performance requirements for running XCS software, as it needs significant memory. Lower performance may result in task processing issues.
• Refer to the table below and consider using a higher-performance computer for processing.

Error in Wi-Fi Connection

#1 Check the TF card

• The issue with the TF card may influence data transfer. Please replace the card and check if the issue is resolved.
• Turn off the machine to prevent hot unplugging while replacing the TF card.

#2 Check the network environment

• Use a network or mobile hotspot on the 2.4G band as 5G band networks are not supported.
• Try a different Wi-Fi environment that provides a more stable signal.

Case 2: XCS shows "Processing"

What you see

In this case, you will see this processing screen below on the XCS software even if the machine has already stopped mid-job. This usually happens when the USB connection is used.

What to do

#1 Check the Connection Method

• Check if you are using the USB connection mode.
• Use the Wi-Fi connection mode instead and try again.
• Move on to the next step if the issue persists.

Note: If you use the Wi-Fi connection mode, the entire data will be sent to the machine before the processing starts, avoiding data disruption. XCS supports both USB and Wi-Fi while Lightburn supports only USB.

#2 Check the computer performance

• Ensure your computer meets the minimum performance requirements for running XCS software, as it needs significant memory. Lower performance may result in task processing issues.
• Refer to the table below and consider using a higher-performance computer for processing.

Case 3: XCS shows "Device disconnected"

What you see

In this case, you will see the pop-up window showing that "The device has been disconnected" below on XCS software.

What to do

#1 Check the laser module

• Unplug the laser module connection cable to disconnect it from the machine.
• Try with the same project file and see if this time it can complete the run.
• If it can, the laser module could be short-circuited. It needs to be replaced.
• If it still can't, please move on to the next step.

#2 Check the Motherboard

• After the laser module is ruled out, check the motherboard.
• Check the status of the blue indicator on the board.
• If the indicator blinks, the motherboard is faulty. It needs to be replaced.
• If the indicator stays solid, move on to the next step.

#3 Check the Power Adaptor

• After the laser module and motherboard are ruled out, check the power adaptor.
• Check the status of the green indicator on the adaptor.
• If the indicator blinks or dims, the adaptor is faulty. It needs to be replaced.

If none of the above works, collect the issue with the troubleshooting steps you have taken and contact us for further assistance at: support@xtool.com.

Case 4: XCS shows "Complete"

What you see

In this case, you will see that XCS says "Complete" even if the machine stops mid-job (as shown below). This usually happens on the TF card or Wi-Fi processing mode.

What to do

#1 Check the TF card

• Turn off the machine and remove the TF card.
• Turn on the machine again and see if it works.
• Or if needed, replace the TF card to see if this resolves the issue.

#2 Check the network environment

• Use a network or mobile hotspot on the 2.4G band as 5G band networks are not supported.
• Try a different Wi-Fi environment that provides a more stable signal.

Contact us

We hope this article is helpful, and if you have any questions, collect the issue with the troubleshooting steps you have taken and contact us for further assistance at: support@xtool.com.