Issue description

Troubleshooting

STEP 1: Refresh the device list

• If you receive a "Can't find device connected through USB" message quickly after attempting to connect, click the “Refresh” button and wait approximately 30 seconds.
• If the device is still not detected, proceed to Step 2.

STEP 2: Check Computer Requirements

STEP 3: Check the USB cable and ports

1. Properly connect the cable

• Check if the USB connectors are loose on the ports of your computer or your device. Unplug and replug both ends, ensuring the connectors are fully inserted. Confirm that both ends of the USB cable are firmly connected to the ports on the computer and your device.
• Insert the cable into the port marked with a computer icon.
• Check the compatibility of the cable. Different xTool products require different types of data cables.

For example, P2 does not support a double-end USB-C cable. Please connect P2 using the original USB-A cable or a USB-C to the USB-A docking station instead.

2. Test with a USB drive or other storage device

• If the computer successfully recognizes the USB drive or other device, it indicates that the USB port is functioning correctly.
• If the device is not recognized, try using a different USB port.

STEP 4: Check the System Account Authority

STEP 5: Check for VPN interference

1. Verify if any VPN software is running, as it may prevent the device from accessing the correct IP address.
2. If VPN software is active, disable it before attempting to connect.
3. If this is not the case, move on to the next step.

STEP 6: Check docking station (mac OS only)

• If there is an issue with the docking station, try a replacement.
• If the issue persists, continue to Step 5.

STEP 7: Check the firmware

Note: Only the xTool D Series and S1 need to have their firmware updated.

STEP 8: Delete the "exts" folder

1. Click the icon on the top left corner
2. Go to the "General" section.
3. Choose "debug" within the "Log level" setting.
4. Click "Open" and turn to the folder of the debug record.

5. Select the "xcs" to navigate back to the previous directory.

6. Delete the folder named "exts".

7. Restart the XCS software to check if the issue is resolved.

STEP 9: Check the driver

• If not, download and install the appropriate driver for your xTool device:
  • CH340 Driver: For D Series
  • gs32 Driver: For S1
  • RNDIS Driver: For F1 Ultra, F1, M1 Ultra, M1, P2 Series

According to the following operation, confirm whether the driver is successfully installed on your computer:

• Option 1: Go to xTool Creative Space settings => File Setting =>Developer mode. If the "Installed" buttons on the "Install driver" section are gray, it indicates their proper installation.

• Option 2: Connect the USB and open the Device Manager on your computer to check the device driver status. For more details, refer to your device’s setup guide: Troubleshoot "Device not found" for xTool Engravers.

STEP 10: Check antivirus or firewall settings

To settle this, right-click on XCS and select "Run as administrator" to start the software.

• For Windows

• For MacOS

1. Turn off the computer. Press down the Command, R keys, and the power button to enter the interface below.

2. Go to Utilities and click Terminal.

3. Input "csrutil disable" and press the Enter key.

4. When you see the message saying that "System Integrity Protection is off", the SIP is disabled successfully. Restart the computer.

STEP 11: Clear the cache in XCS PC

The XCS computer program uses cache to store temporary data and configurations. Clearing the cache can help refresh the program. It throws away potentially faulty information and forces it to rebuild its temporary files, which can often resolve certain issues.

The location of the cache files of XCS:

OS	XCS Cache Location
Windows	C:\Users\User Name\AppData\Roaming\xTool Creative Space\Local Storage
MacOS	/Users/User Name/Library/Application Support/xTool Creative Space/Local Storage

To clear the cache:

1. Make sure the XCS is not running. Close it if it is.
2. Go to the cache folder as mentioned above.
3. Delete all files under the Local Storage folder.
4. Relaunch XCS and see if it works.

Note: Remember to replace the "User Name" in the location path with your actual user name.

STEP 12: One operating software at a time

Laser operating software usually occupies the COM port. If you use multiple operating softwares at the same time, only one of them may get to connect the machine. For example: If you start Lightburn and then use XCS in parallel, the latter may fail to use the COM port as it’s already occupied. Hence the issue in detecting the machine.

To solve this:

• Quit other operating software and keep XCS only.
• Restart the computer if necessary and try again.

STEP 13: Install the COM port driver

The operating system on your computer may need a specific driver program to support the USB connection of the machine. If it’s not installed or missing, XCS won’t be able to detect the machine.

Note: This solution is applicable if you are using a Windows 7 computer, as macOS and Windows 10 or above has native support for the driver, and Windows 8 doesn’t support this driver at the moment.

To determine if the driver is missing for Windows 7:

1. Go to Device Manager. You can access it through the search bar under the Start Menu.
2. Under the Ports (COM & LPT) dropdown list, You should find COM 6.
3. If you don’t see it, please download the driver here and install it manually.

 

For Mac users:

Open Terminal and run the command system_profiler SPUSBDataType to view connected USB devices. If the output is as shown, the physical connection between the device and the computer is normal.

Additionally, you can execute ls /dev/tty.* in Terminal. If you see listed serial devices (usually starting with "/dev/tty." like "/dev/tty.usbserial"), it indicates that the USB connection is normal.

STEP 14: Check for driver connection conflict (mac OS only)

1. In the network settings, inspect if multiple "RNDIS/Ethernet Gadget" drivers appear.
2. If so, delete some of them and try connecting again.
3. If the issue persists, proceed to the next step.

STEP 15: Disable "System Integrity Protection" (mac OS only)

1. Power off your Mac. Press and hold the "Command + R" keys while pressing the power button to reboot the computer and enter the recovery screen.

2. Click "Utilities > Terminal".

3. Enter "csrutil disable" before pressing the "Enter" key.

4. After hitting the "Enter" key, if the screen shows "System Integrity Protection is off," the alternation is successful. Reboot the computer before connecting to M1.

STEP 16: Activate "RNDIS/Ethernet Gadget" (mac OS only)

1. In the "System Preferences > Network", check the connection list on the left side to inspect the "RNDIS/Ethernet Gadget" network status.
2. If it is "Connected", the connection between your Mac computer and your device via USB is working properly. Ensure proper USB connection.
3. If it is "Not Connected" (refer to the image below), create a connection manually by following the instructions below:

a. Connect your device via USB and click the "+" icon.

b. In the dropdown list, select "RNDIS/Ethernet Gadget". This option appears only when the device is connected to your computer.

c. Maintain the default settings and click "Apply".

d. Once the "RNDIS/Ethernet Gadget" driver is created, it will automatically connect your computer to your device. The driver status will change to "Connected".

 

STEP 17: Update xTool Creative Space (XCS)

If this is a new laser device, ensure you’ve downloaded the latest version of xTool Creative Space (XCS).

• If not, download the latest version from the official xTool website at https://www.xtool.com/pages/software or through XCS.
• If none of these steps resolve your issue, please contact xTool Customer Service for further assistance.

 

 

 

STEP 18: Check the Extension Cable

• Refer to the video tutorial and remove the cover of your device.
  • Unplug the extension cable on the main control board.
  • Insert the USB cable directly into the port on the board.
  • If the machine successfully connects to the computer with the USB cable directly, it indicates that the extension cable is faulty and should be replaced.

 

Further troubleshooting ideas

• Try a different cable: Use a different USB data cable to connect your device.
• Try a different computer: Connect your device to a different computer to see if it is recognized.
• Replace the interface board: If none of the above works, provide the device SN and a video showing LED indicator changes on the left side of the button after powering on to the xTool support team for further assistance.