Here is some information that you can help us troubleshoot.
You can follow the instructions below to find out your software version:
The current software version is detailed as below.
You can follow the instructions below to find your firmware version:
The current software version is on the right side, as shown below.
You can see the product SN on the back of the machine.
You may export the work log in the following way:
You can find the debug record in the following way:
You will see the debug files exported to your computer storage.
Please send us the debug files from the day before to the day after the issue occurs.
You can see your computer system information by referring to the following instructions.
Windows:
Press Win+R keys to access the run command window.
Enter 'dxdiag' in the search field and click OK.
You will see the system information in the pop-up window.
Mac:
Choose Apple menu > System Settings, then click General in the sidebar. (You may need to scroll down.)
Click About on the right, then click System Report.
You may export the XCS processing file in the following way:
You may need to provide the image that you are trying to process. It can be a vector image in SVG or dxf formats, or a bitmap image in jpg, png, or other formats.
You may need to provide a video to demonstrate all your operations and failure phenomenon. You can take a photo of the failure if it is hard to see. If the issue can hardly reoccur or happens randomly, please provide more details of your operation and descriptions of it.