Valuable Information for Troubleshooting You could Provide Us with

Article author
NZ
  • Updated

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

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2. Firmware version

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

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4. Work log

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5. Debug data

Where to find: 

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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.

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Enter "dxdiag" command for System Information.

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macOS:

Click Go>Utilities>System Information

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7. Project file(s)

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

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how the files are saved:

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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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