Issue description

Issues with Wi-Fi connectivity while using xTool Apparel Printer include:

• Unable to establish Wi-Fi connection during initial setup;
• Sudden Wi-Fi disconnection during operation; and
• Device not detected through wireless connection.

Possible causes

If no connection methods work (Wi-Fi, USB, Ethernet)

• Outdated xTool Creative Space (XCS) software version
• Issues with XCS cache or plugins

If only Wi-Fi connection fails

• Incompatible XCS software on mobile devices (e.g., tablet or phone app)
• Outdated XCS software version
• VPN enabled on the computer
• Devices not on the same network or subnet
• Poor network quality
• Network proxy enabled
• Network permissions not granted (macOS)

Preliminary diagnosis

⚠️ IMPORTANT: Before proceeding, test the USB connection to determine if the issue affects all connection methods.

Connect the printer via USB cable to establish whether this is a Wi-Fi-specific issue or a general connectivity problem.

Scenario A: All connection methods fail (Wi-Fi, USB, and Ethernet)

If you cannot connect to the printer using any method (Wi-Fi, USB, or Ethernet port), follow these steps.

Step 1: Check XCS software version

• Open the xTool Creative Space (XCS) software and check if you are running the latest version (e.g., 2.7.22 or higher).
• If not, click "Check for update".
• • If the automatic update fails, please download the latest version directly from the official website: https://www.xtool.com/pages/software.
• If your software is already up to date, proceed to the next step.

Step 2: Clear XCS software cache & plugins

Corrupted cache or plugin files can sometimes prevent a successful connection.

• Please follow the instructions in the guides below to clear the XCS cache and delete the plugins.
• • Clear Cache Guide: xTool Creative Space (XCS) Cache Clearance Guide
  • Delete Plugins Guide: Delete XCS Plugins
• After clearing the cache and plugins, restart the XCS software and try to connect again.
• If the issue persists, please proceed to the "Still experiencing issues?" section to contact xTool Customer Service.

Scenario B: Only Wi-Fi connection fails

If you can connect via USB but not via Wi-Fi, follow these steps.

Step 1: Check for mobile/tablet app incompatibility

The xTool Apparel Printer is currently not compatible with the mobile or tablet (iPad) versions of the XCS app.

• If you are trying to connect using a mobile device or tablet, please switch to a desktop or laptop computer.
• If you are already using a computer, proceed to the next step.

Step 2: Check XCS software version

• Ensure your XCS software is updated to the latest version (e.g., 2.7.22 or higher).
• If not, update it via the software prompt or by downloading it from https://www.xtool.com/pages/software.
• If your software is up to date, proceed to the next step.

Step 3: Check for active VPN

A virtual private network (VPN) can interfere with the printer's connection to your local network.

• Please check if you have a VPN enabled in your computer's settings or if you have any VPN software running. Disable the VPN and try to connect again.
• If no VPN is active, proceed to the next step.

Step 4: Ensure the same Wi-Fi network & subnet

Your computer and the printer must be connected to the exact same Wi-Fi network and be on the same subnet.

• An easy way to check this is to look at the IP addresses of your computer and the printer. The first three sets of numbers should be identical (e.g., 192.168.1.xxx).
• How to check:
• • Printer IP: View on LCD screen or in XCS software
  • Computer IP: Check network settings
• If they are on different networks, connect your computer to the same Wi-Fi network as the printer.
• If this is not the cause, proceed to the next step.

Step 5: Check network quality (Ping test)

A weak network signal can cause connection failures or drops. You can test this using a "ping" command.

Network Testing Procedure:

• Obtain printer IP address: First, find your printer's IP address from its LCD panel or within the XCS software.

• For Windows:
• • Open the Command Prompt.
  • Type ping [IP address] (e.g., ping 192.168.1.100) and press Enter.
  • Poor connection indicator: Response time > 150 milliseconds.

• For macOS:
• • Open the Terminal application.
  • Type ping [IP address] (e.g., ping 192.168.1.100) and press Enter.
  • Poor connection indicator: Response time > 150 milliseconds.

Action Required:

• If the network response is poor, switch to a stronger Wi-Fi network.
• If the network quality is acceptable, proceed to Step 6.

Step 6: Check proxy settings

A network proxy can interfere with device detection.

• Ensure your computer is not using a proxy.
• • For Windows: Navigate to Settings > Network & internet > Proxy to check and adjust settings.
  • For macOS: Navigate to System Settings > Network > Wi-Fi > Details > Proxies to check and adjust settings.
• If a proxy is enabled, disable it and try to connect again.
• If no proxy is enabled, proceed to the next step.

Step 7: Check application permissions (macOS Only)

Your macOS security settings may be blocking XCS from accessing the local network.

• Go to System Settings > Privacy & Security > Local Network.
• Ensure that the toggle for xTool Creative Space is enabled (on). If it is disabled, the software cannot find devices on your network.

Step 8: Advanced diagnostic - Check Wi-Fi channel (for Customer Support)

If all previous steps have failed, the issue may be related to Wi-Fi channel interference. Please gather the following information for the xTool technical support.

Connect printer via USB for testing setup

Download Wi-Fi analysis tools:

• Windows: WiFiAnalyzer_Win_V2.zip
• macOS: WiFiAnalyzer_Mac_V2.tar.gz

Run analysis tools:

• Extract downloaded files
• Run both tools (macOS users: allow execution in Privacy & Security settings)
• Wait for analysis completion
• Tools will automatically save results

Prepare diagnostic information:

• Compress the generated test results folder.
• Additional information to collect:
• • Router model (usually found on device label);
  • Approximate distances between the computer, router, and printer;
  • Computer OS type and version (Check here);
  • Wi-Fi signal strength (viewable on printer LCD screen);

Contact support: Send compressed results and system information to xTool Customer Service.

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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