Issue description
xTool Apparel Printer starts the printing process, but the PET film fails to advance or feed or through the printer as expected, preventing successful print operation.
- Please consult the following content for troubleshooting.
Possible causes
- The pinch roller switch is not toggled inwards, i.e., the engaged position.
- The pinch rollers are not applying adequate pressure to the film.
Troubleshooting procedure
Please follow these steps systematically to identify and resolve this issue.
STEP1: Check pinch roller switch
Ensure that the pinch roller switch is toggled inward to properly engage the rollers against the film in the correct position.
Diagnostic Steps:
- Locate the pinch roller switch inside your printer.
- Check if the switch has been pressed down completely.
- If the switch is not engaged:
- Press the switch down firmly until it clicks into position.
- Resume printing and observe film feeding.
- If the switch is already toggled inward:
- Proceed to the next step.
STEP2: Verify rollers installation
Improper pinch roller engagement due to assembly tolerance (not fully pressed down or making proper contact with the film) can prevent adequate film grip and feeding.
- Visually inspect the pressure rollers. Ensure they are making firm and even contact across the PET film.
- If you find that the after the switch has been pressed down but the rollers were not fully engaged:
- Carefully adjust the rollers by pressing them down completely and securely.
- If the pinch rollers appear to be correctly and firmly engaged, but the film still does not feed: Proceed to Step 3.
STEP3: Device reboot
- Cancel any ongoing printing task (if any).
- Power off your xTool Apparel Printer.
- Wait for about 30 seconds.
- Power the printer back on.
- Attempt to print your task again.
If the Issue is Resolved After Restarting:
- If restarting the machine fixes the problem and it does not immediately recur, please proceed with your operation
- To help xTool improve future firmware and software, please consider exporting the device log and sending it to xTool Customer Support for analysis.
- To Export Device Log:
- In your xTool Creative Space software, locate the device settings indicated by a Gear icon.
- Navigate step-by-step: Device settings > Basic info > Export log.
- Click the "Export" button and follow any prompts to save the log file.
- To Export Device Log:
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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