About this guide

• Providing us with detailed information about the issue with your machine will greatly help us diagnose the problem and provide you with a solution as quickly as possible.
• To assist you better, we have compiled a list of important information that you can provide to us. This will help us troubleshoot the issue more efficiently.

#1 Video of operation and error

• If you are experiencing a problem with your device, please consider providing a video demonstrating the issue and any failure phenomena.
• If the problem is difficult to see, you can also take a photo of the failure.
• If the issue occurs randomly or is difficult to reoccur, please provide as much detail as possible about your operation and a clear description of the problem.

#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 debug log on XCS

You can find the debug record in the following way:

1. Click the “X” icon on the top left corner
2. Click the "Settings" section.
3. In the “General” tab, choose "debug" in the "log level" setting.
4. Click Open and turn to the folder of the debug record.

• You will see the debug files exported to your computer storage.
• Locate the log for the day when the issue took place and forward it to us along with the precise time of occurrence.

#5 The log on the SD card

1. Take out the SD card

• Refer to the video below to take out the SD card from the main control board.

Note: Turn off the machine before removing the SD card to prevent hot-plugging and avoid any damage to the card.

2. Insert the SD card into the card reader and connect the reader to the computer.

3. On Windows, Go to "This PC" > Devices and drives > USB Drive

4. Open the USB drive and find the file "logs".

• 'frame.gcode' is the framing file.
• 'tmp.gcode' is the processing file.
• 'logs' is the working log.

Note:
You can find logs and export Gcode files from XCS, but they don't work like those on the SD card.
The log file on XCS contains the execution info for the machine to run, while the one on the SD card records the actual movement history.

#6 XCS processing file

The processing file contains processing information such as mode and parameters.

#7 XCS GCode file

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

#8 Product SN

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.

Windows：

1. Press the Win+R keys to access the run command window.
2. Type "dxdiag" in the search field and click OK.

3. You will see the system information in the pop-up window.

Mac：

1. Choose Apple menu > System Settings, then click General in the sidebar. (You may need to scroll down.)
2. Click About on the right, then click System Report.

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