Help Tech Support Troubleshoot Faster
Dear xToolers, thanks for choosing our products~
As we need to consider many possibilities to find out what exactly happened to your machine, the more info you provide, the better we can understand the situation, and the faster we can give advice and solve the issue.
This article lists some crucial information that can help us troubleshoot the issue. Please include them when you email tech support via firstname.lastname@example.org. Thanks!
#1 A Video About the Issue
Take a video when the issue occurs. If you missed it, see if you can reproduce the issue, and then take a video and send it to us. This way, we can see the same thing as you see, and eliminate any ambiguity or loss of information during communication. Remember, one good video is better than describing the issue in a thousand words.
#2 The Software Version
Click the "Settings" in the top left corner.
Go to the General section.
#3 The Firmware Version
Click the gear icon on the top right corner.
Go to the "Basic info" section.
#4 The XCS Debug Log
Click the "Settings" on the top left corner.
Go to the "General" section.
Choose "debug" in the "log level" setting.
Click Open and turn to the folder of debug record.
#5 The XCS Project File
Please provide us with your project file to be processed.
#6 The XCS Gcode File
You can save the Gcode file to your computer storage in the following way:
- Connect the machine to the computer and power it on.
- Launch XCS and launch an image or file. Set the power parameter.
- Click the Setting button in the top right corner and go to "Working parameters".
4. Save the Gcode file to the computer storage.
#7 The Image File
#8 The Machine S/N
Please find the Product Serial Number on the rear plate of the machine.
#9 The Computer System Info
- Right-click on Start, then click on Run.
- Enter "dxdiag" and find the System Information.
Follow this path to get the info:
Go > Utilities > System Information
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