Valuable Information for Troubleshooting You could Provide Us with

    Article author
    Rustin

    The information below could help a lot with troubleshooting if you may kindly provide us with when email at Support@xtool.com. Thank you!

    1. Software version
    2. Firmware version
    3. Product Serial Number (S/N)
    4. Work log
    5. Debug data
    6. Computer System Information
    7. Project file(s)
    8. Image file(s)
    9. Problem video(s)

    1. Software version

    1280X1280__64_.PNG

    2. Firmware version

    1280X1280__65_.PNG3. Product Serial Number (S/N)

    1280X1280__66_.PNG

    4. Work log

    Click Export:

    1280X1280__67_.PNG

    5. Debug data

    Where to find: 

    1280X1280__69_.PNG

    Note: Select and share with us the log files of and around the day.

    6. Computer System Information

    Windows:

    Right-click on Start, then click on Run.

    ba07ab4b-72f1-4a6a-8972-879908f6980b.jpg

    Enter "dxdiag" command for System Information.

    208f2394-4e95-4acf-b7db-608d076d47ef.jpg

    18d7f1e7-5e81-454f-b481-50c49ca5a167.png

    macOS:

    Click Go>Utilities>System Information

    8310917c-6665-4255-bcd6-fba725fc51c8.png

    7. Project file(s)

    Project files are with the extension "xcs" as below for example:

    01671902-9034-47ad-8b65-3c0b1dea9eae.png

    how the files are saved:

    d4f15695-2fcd-4f45-b361-2e199ae67c5e.png

    8. Image file(s)

    Vector image files (with the extension "svg", "dxf"...) and bitmap images files (with the extension "jpg", "dxf"...) as below:

    db56817e-083e-4243-a396-e63e72ac0552.png

    9. Problem video(s)

    The video(s) should cover the whole operation process and the fault phenomenon.
    If the failure is not easily reproducible or it occurs at random, please describe in detail the operation performed before the failure and the failure itself.

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    Comments

    2 comments
    Date Votes
    • Avatar
      Barry Lee

      dead on arrival    install software connected to m1      unit went to left back of machine as it should   tryed to do quick engrave     light is blue   but laser does nothing   light goes out and then it blinks and beebs

       

      0
    • Avatar
      Rustin

      Hello, Barry Lee

      Thanks for the feedback. A ticket has been created regarding this inquiry.

      Our support team will get back to you via email. Appreciate your support and suggestion.

      0

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