Issue description

Scenario 1

During the firmware upgrade process, your M1 Ultra may fail to successfully update its firmware. Please follow these steps to identify and resolve the issue.

 Scenario 2

The firmware upgrade progress is stuck at 98% and cannot be completed.

Possible causes

• Poor Wi-Fi connection: A weak or unstable WiFi signal can interrupt the firmware download.
• Sudden disconnection: The device may lose its connection unexpectedly.
• Unexpected power loss: A power interruption during the upgrade will cause the process to fail.

Troubleshooting

STEP 1: Check the device's power status

• Ensure your laser device remains powered on throughout the entire update process. M1 Ultra must have a stable power supply. Accidentally turning off or unplugging the laser device mid-update will cause the firmware update to fail.
• Verify that the power cable is securely connected to both the device and a working power outlet.
• If you are certain your M1 Ultra maintained power during the failed attempt, proceed to the next step.

STEP 2: Inspect network connectivity (Wi-Fi)

An unstable or weak Wi-Fi signal can interrupt the firmware download and cause the update to fail.

• Check Wi-Fi signal strength: Ensure your M1 Ultra is connected to a Wi-Fi network with a strong and stable signal. If necessary, try moving your laser device closer to your Wi-Fi router.
• Use alternate network: If your router’s signal is weak, try a mobile hotspot or a different wireless local area network (WLAN) with better throughput.
• If the issue persists, proceed to the next step.

STEP 3: Switch to USB-wired upgrade

• To rule out Wi-Fi problems, connect your laser device directly to your computer using a USB cable. Initiate the firmware update again through xTool Creative Space software using this wired connection. This often provides a more stable connection for the update process.
• • Original USB cable recommended: Always use the cable supplied with your M1 Ultra; third-party cables may lack data wires or have poor shielding.
• Wired firmware update procedure:
• • In XCS, navigate to Device settings > Basic info > Firmware version and select the Check for updates option.
  • Follow on-screen prompts to download and apply the firmware over USB.

• Pause VPN/Firewall: Disable VPNs or firewall rules that could block XCS from reaching the firmware server.

If the firmware update still fails even after ensuring stable power (STEP1) and trying the update via Wi-Fi (STEP2) and a direct USB connection (STEP3), please proceed to the "Still experiencing issues?" section below to contact xTool Customer Service.

STEP 4: Write in the main control board's SN

Precondition:

• Make sure the firmware upgrade progress is stuck at 98%.
• Make sure the main control board is sent and replaced with a new one.

If both of the above conditions are met, please refer to the following guide.

Operation tutorial video: https://drive.google.com/file/d/1m9k0JmjI6QHj14DKbNdyZDR9QDd_5QeS/view?usp=sharing

Please check the precautions and instructions first, download the copy tool, and then click to view this video. Click here to jump tool download link.

Notes and instructions:

1. The writing tool only supports the Windows system.
2. The motherboard is as shown below, motherboard replacement guide: https://support.xtool.com/article/1553?from=xTool+M1+Ultra&url=/product/35.

3. The empty motherboard without data can be found in the USB device list in XCS, but clicking the connection will prompt that the connection failed.
4. Please write down your machine SN code.

Follow the steps to get the SN number:

(1) Tool download link: http://218.17.179.170:10000/TestTool_M1Lite/BackUpTool/lib/Publish.html

(2) Please wait for all resource libraries to be downloaded and installed. Generally, the tool will open automatically after the download is complete. If it does not open, please check whether the download has been blocked.

After double-clicking to run, if the computer does not have the corresponding resource library, you need to click to jump to the download web page. Generally, you need to download twice (different resource libraries). After both resource libraries are installed, it can run normally.

(3) Use a USB cable to connect the Windows computer and the machine, the new motherboard needs to be installed first，and turn on the machine.

(4) Click Connective devices.

(5) Enter the machine SN code you wrote down and click "QueryFirmwareSN".

(6) At this time, the firmware SN of the machine has been queried.

(7) Click “Download Config” to download the original mainboard data.

(8) Click "WriteConfig Data" to write data to the new motherboard. A green circle √ will appear on the right after success.

(9) After writing is completed, you can use XCS to connect to the machine (please upgrade to the latest version), enter the device settings, and check whether the firmware SN of the newly written data motherboard is consistent with the one found on the tool before. If it is consistent, there is no abnormality.

(10) Check for firmware upgrades, please upgrade to the latest version.

Still experiencing issues?

Should the issue persist after completing the preceding steps, submit a ticket via the "Submit a Ticket" button in the "Help Ticket" section below. The standard response time for xTool Customer Service is one business day.

For a prompt resolution, please include the following details:

• Issue description: A detailed explanation of the observed problem.
• Video evidence: Attach a video demonstrating the issue, where applicable.
• Troubleshooting performed: Any troubleshooting steps you have already attempted, along with their results.

This information is crucial for xTool technical support engineers to provide timely assistance.

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