Troubleshooting Summary

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support
  • Updated

Contents:

01 Why the smoke generated during cutting cannot be discharged smoothly by the purifier

02 Why does the laser head not emit laser light after the machine starts working

03 Why the cutting process with official consumables cannot be cut through

04 The computer shows "The device is being reset, please try again later"

05 Why can't the computer connect to the laser box via USB

06 Why the windows driver can't be installed

07 WIFI can't connect to the laserbox.

08 Why does the Apple computer download or install Laserbox software will prompt malware blocking 

09 System prompt: Laser Box is now too high temperature, temporarily unable to use

10 Why the laser box window is deformed, and the second calibration of the upper computer always prompts failure

11 Why the machine can't be turned on normally

12 Why the motor of a certain axis suddenly can't work normally

13 Why the laserbox cutting half, the system shows that there is still time, the laser head suddenly does not move

14 Why are the lines cut out particularly thick or wavy

15 Why does the processed graphics appear deformed (graphics are not closed or the ratio is not right)

16 Why is there an offset in the processed graphics compared to the actual placement

17 The total width and length of the work remains unchanged and the shape boundary size remains the same, but the lines become wavy

18 Why can't I open the DXF file, the line segments become thicker and the lines become curved?

19 Why the DXF file can not be adjusted in the laserbox software inside the single line

20 Why can the pictures imported into Laserbox software only engrave but not cut

21 Why does the machine fail to automatically identify the thickness of the material or is it inaccurate

22 Why does the laser what you draw function not work properly

23 Why outer circle print failure when processing laser what you draw

24 Why does the size of graphics exported from AI changed in Laserbox

25 Why does the replacing SVG pattern of laser what you draw failed

26 Why does Laserbox cut and engrave white paper under laser what you draw , only the outer circle can be cut and the inner pattern is not engraved

27 Why the machine will not start after turning on the switch ?

 

Note: for troubleshooting error code  ,please refer to following article
Hardware Abnormal Error Code Troubleshooting

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01 Why the smoke generated during cutting can not be discharged smoothly by the purifier?

  1. Check whether the purifier is successfully connected to the host; re-plug the air head to ensure the LED indicator is green
  2. Check the connection status of the exhaust pipe, whether there is bending, extension, etc.; rearrange the exhaust pipe status
  3. Check whether the dust accumulation in the air outlet is too high, resulting in poor smoke exhaust
  4. No cartridge work too long, resulting in the fan blade is blocked by dust, low speed, will not report errors, the residue will also be stuck in the fan blade
  5. Check whether the cartridge is put in reverse; reposition the cartridge
  6. Whether the cartridge is dirty; replace the cartridge
  7. Take out the cartridge to test whether it is improved; take out the cartridge for temporary use, in the school area, it is not recommended to take out the cartridge for use
  8. If the purifier LED lights up red, you need to connect the laserbox to read the error code of the machine and then analyze it accordingly.
  9. If the LED light of the purifier does not light up, you need to connect the laserbox and extract the log information for analysis.

 

02 Why does the laser head not emit laser light after the machine starts working?

Phenomenon 1: before the light can be normal, suddenly not out of the laser

Solution: check the firmware, software is the latest, remove the right glass cover cover and check whether the laser power supply line is loose

Phenomenon 2: Laserbox can not emit laser after unboxing

Turn on the machine to work from the back of the machine to observe whether the laser tube work red light, if the laser tube has laser, check whether the reflection mirror is missing, focusing mirror (iterative machine, by the way, check whether the first two reflective mirror piece is loose), check whether the optical path is too serious offset

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If the laser tube does not emit light, shut down the state, disassemble and open the cover, check whether the laser tube is broken, Or the outer tube fill with coolant ,Under normal circumstance ,The coolant only circulate in inner tube .

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check the positive and negative poles on both sides of the laser tube, check whether the wiring is good, if the laser tube is broken need to replace the laser tube, the wire is not connected to reconnectif the laser tube is well connected and not broken to perform the next step

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Power off state disassemble the right shell fabric, check whether the laser power supply line is loose, reinsert the wire, such as wire wiring no problem to replace the laser power supply and laser tube one by one

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03 Why can't be cut through when using official consumables for cutting process

  1. If it is a non-official consumable, try to change the parameters (increase the power and slow down the speed) to verify whether it is due to power decay.
  2. Make sure the consumables are flat and there are no other foreign objects on the honeycomb board.
  3. recommend cleaning the lens.
  4. Confirm whether the machine has been maintained, whether the focus mirror is installed backwards, the correct is convex side up, concave side down installation.
  5. If the official supplies, the above can not solve the problem, please refer to the following link to check whether the optical path offset and adjust the optical path

https://support.xtool.com/hc/en-us/articles/1500011537042-Light-Path-Calibration-Tool

 

04 The computer shows "the device is being reset, please try again later"

  1. restart the machine (when the machine just cut the purifier has not stopped, and send a new command, there will be a prompt, wait for the reset to stop and then start a new command can be)
  2. Download the latest software from the official website and connect the machine to update the firmware first; no, proceed to the next step
  3. equipment settings to extract logs, to the after-sales staff to determine which axis is not reset
  4. Then you can refer to the XYZ axis is not reset to solve the problem

 

05 Why can't the computer connect to the laser box via USB?

The reasons are complex and varied, mostly related to the user's computer environment (such as driver installation is intercepted, the use of agents and other wall software, and 018 previous history firmware version is not compatible with 10.13 and later Mac computer systems), troubleshooting steps are as follows.

1, close all antivirus software when installing software, update laserbox software and laserbox firmware to the latest version, such as the current computer can not connect to the device to update, try to find another computer to connect; if no other computer can be used to connect, try to update the firmware with SD card.

2, close all VPN (with VPN open state 100% can not be connected)

3, wait for the machine to boot up, 6 ring lights are always on white light before the software connection (such as the inability to light up 6 white lights, indicating that the machine itself is abnormal), connected to the "drop" sound, and 6 ring lights become blue.

4, the USB will be inserted in the laser box before the boot, in the open laser box, connected to the upper computer.

5, use the network cable to connect the device and the computer, Apple computer if the USB connection can not, you can use the network cable adapter to try to connect

6, the above operation can not be solved, try to install the driver

windows and MAC driver files, please click the link to download.

https://support.xtool.com/hc/en-us/articles/1500012997722-USB-Drive

 

7, Apple computer after upgrading to the latest system Big Sur due to the opening of the SIP protection system, can not be connected, you can manually turn off the SIP, and then try to connect, close the steps are as follows.

7.1. Turn off your Mac (Apple > Shut Down).

7.2Hold down Command-R and press the Power button. ...

7.3Wait for OS X to boot into the OS X Utilities window.

7.4. Choose Utilities > Terminal.

7.5. Enter csrutil disable.

7.6. Enter reboot.

7.7. Run the command on Terminal: sudo kextload /Library/Extensions/HoRNDIS.kext

 

  1. The above methods can basically solve more than 90% of the connection problems, if they can not be solved, you can only choose to replace the motherboard to solve

 

06 Why can't the windows driver install?

USB driver for 64-bit system

Caution.

Why can't the windows driver install?

  1. Use administrator privileges to install laserbox software and driver
  2. Check if you have opened the wall software and anti-virus software
  3. Check whether the computer brand and main chip architecture belongs to surface computer and ARM architecture computer; the existing driver for ARM architecture computer support is not enough, we are pushing the driver manufacturers to improve, but the cycle may be longer
  4. Recommend customers to use Ethernet for connection or WIFI configuration for connection

32-bit system: you can try the network cable connection

  1. Recommend customers to use Ethernet for connection or WIFI configuration for connection

32-bit system: you can try the network cable connection

 

07 WIFI can not connect to the laserbox

  1. whether the use of usb or network cable, configured WIFI
  2. whether the WIFI name and password contains Chinese, Japanese and other languages; and other special symbols; it is recommended that only English names and numbers.
  3. whether the network is similar to the mall requires verification, such will also not be connected
  4. currently does not support 5GHZ signal, only supports 2.4GHZ signal

 

08 Why does the Apple computer download or install Laserbox software will prompt malware blocking (the following picture)?

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At present, it should be caused by the incompatibility between Apple system and our software (some software from unknown developers not on the apple store is very likely to be blocked by the system), so we suggest the following solutions.

  1. download the Laserbox MacOS installation package for customers from the official website.
  2. If there is still a failure prompt when installing, close the interception as follows.

Method 1

1.Click "OK".

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2.Open "System Preferences" > "Security and Privacy".

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3, click "still want to open".

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4、Enter the normal installation process.

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Method 2

1, right-click the installation package, select "Open".

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2, click "Open".

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3、Enter the normal installation process.

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09 System prompt: Laser Box is now too high temperature, temporarily unable to use?

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  1. Check whether the machine water circulation is normal; Ctrl+F1 or Ctrl+fn+f1 to enter the debugging interface; test whether the pump is working normally, emitting the humming sound of the air pump and the sound of water flow (water flow can be seen inside the laser tube)
  2. Check whether the machine and the purifier are close to each other, the wrong placement of the following figure, completely blocking the exhaust fan heat dissipation; so prompt high temperature alarm

 

10 Why the laser box window deformation, connected to the upper computer secondary calibration always prompt failure?

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Reason: The primary calibration data is not well calibrated

Solution countermeasures.

  1. Check the firmware version of the laser box first, if it is not the latest version, upgrade to the latest firmware version, and check and upgrade the upper computer to the latest version
  2. If you still can't calibrate the second time, please refer to the following link for primary calibration.

https://support.xtool.com/hc/en-us/articles/1500010631422-How-to-perform-first-calibration-with-first-correct-software

 

11 Why can't the machine turn on normally?

Phenomenon 1: After power on, the power button indicator does not light up

Phenomenon 2: After power on, the power indicator lights up, the left and right light band does not light up

Solution: Remove the right side of the machine components, check whether the power management board wiring is loose

 

12 Why a certain axis of the motor suddenly can not work properly?

Phenomenon 1: when the machine is just turned on, a certain axis can not be reset normally.

Solution.

1: First update the software firmware.

2: Power on and use the card placed at the light-sensitive power-off switch of the limiter to see if it will light up red, if not, you need to replace the limit switch or change the limit control line.

3: Replace the motherboard

Phenomenon 2: In the processing stage, an axis suddenly does not work

Solution.

1: First update the software firmware.

2: Check whether the limit switch control line is loose

3: Check the limit switch

2: Replace the motor

3: Replace the motherboard

Phenomenon 3: After processing is completed, the machine can not be reset normally

Solution.

1: Update the software firmware first.

2: Replace the motherboard

 

13 Why when laserbox cutting half, the system shows that there is still time, the laser head suddenly did not move?

Causes.

  1. may be caused by the camera overheating
  2. The camera cable connection is unstable leading to failure in the middle of printing

Steps.

Turn off the machine to cool down for a few minutes, use Laserbox to connect the machine, open the device information to check the status of the machine, if it shows QX17, refer to QX17 troubleshooting guide to re-plug the camera https://support.xtool.com/hc/en-us/articles/1500013112801- Hardware-Abnormal-Error-Code-Troubleshooting-

 

 

 

14 Why are the lines cut out particularly thick, or wavy?

  1. Confirm the material, and whether the difference between the cutting pattern is too large
  2. Check whether the lens is installed backwards, the air nozzle at the airflow is sufficient, or open the debugging interface to open the air pump.
  3. Check whether the air nozzle & laser head is dirty; clean the air nozzle and laser head; refer to the video https://youtu.be/CWAm4YDf5nA
  4. Check whether the lens is loose or dirty; clean the lens and paste the lens; refer to the video https://youtu.be/ew6kkeMAyIM
  5. Wavy need to check whether there is a relationship with calibration, you can put in the plate with thickness to observe whether the window is deformed.
  6. Check whether the camera fixed plate is off

15 Why does the processed graphics appear deformed (graphics are not closed or the ratio is not right)?

Phenomenon 1: drawing a circle or rectangle is not closed, deformation

Solution: the motor lost step, belt elasticity is not correct, re-adjust the belt elasticity (refer to the video)

The light is too strong will also have an impact on the cutting jump step, drag the axis after turning on the machine to see if the axis is locked

 

16 Why is there an offset in the processed graphics compared to the actual placement?

Solution.

Camera calibration, just received the goods, do a secondary calibration, secondary calibration reference video: https://support.xtool.com/hc/en-us/articles/1500011004882-How-to-perform-a-position-calibration

If the machine is in use, there is a substantial movement, the camera may need to be recalibrated to check the placement of supplies, as far as possible in the center of the honeycomb board some

 

17 The total width and length of the work remains unchanged and the shape boundary size remains the same, but the lines become wavy

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Solution: It means there is no lost step, usually caused by loose lenses, check the focus lens.

 

18 Why can't I open the DXF file, the line segments become thicker and the lines become curved?

  1. DXF original data is not standardized, you need to open with cad and click Save As to save.

 

19 Why the DXF file can not be adjusted in the laserbox software inside the single line?

  1. dxf with color merge, which has been the traditional laser settings, want different engraving and cutting effects, set different colors.

 

20 Why can the pictures imported into Laserbox software only engrave but not cut ?

The exception is as follows.

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The file format causes (bitmap without path), the contour can be identified for cutting by the contour extraction function, and the interface after the contour extraction.

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21 Why does the machine fail to automatically identify the thickness of the material or is it inaccurate ?

Possible causes and solutions.

1, the table is not flat - the machine is placed on a rigid table or ground

2, infrared lamp crystallization of a lot of soot resulting in infrared lamp brightness is not enough - regular cleaning of the infrared lamp tube appearance

3, honeycomb board supplies residual scrap - machine cutting finished in time to clean up the table scrap

4, with 3mm steel plate for a calibration, and then identify to try

 

22 Why does the laser what you draw function not work properly ?

  1. Use a red and black marker with at least 2mm wide handwriting
  2. Connect the machine to the software and check the corresponding settings
  3. It is recommended to use official consumables, do not use reflective materials
  4. Draw graphics as far away from the edge of the supplies as possible, and the supplies are best near the camera
  5. Do not use the function under the sunlight or in the case of strong light
  6. camera connected to the motherboard wire may have problems, you can repeat the switch cover several times to see if the image is the same

Note: Reference (offline processing instructions document) https://support.xtool.com/hc/en-us/articles/1500008809661-Must-see-tips-for-offline-processing

 

23 Why outer circle print failure when processing laser what you draw ?

Possible causes and solutions.

1: graphics too close to the ring code, close to the ring code drawing may be rejected as noise - graphics from the ring code of not less than 5CM

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2: The graphic is too close to the edge of the canvas, the material boundary extends inward 1cm range is the basis for automatic recognition of the drawing board - please ensure that the graphic is not less than 1CM away from the edge of the canvas

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For more information, please refer to the Laserbox offline processing function instruction document

https://support.xtool.com/hc/en-us/articles/1500008809661-Must-see-tips-for-offline-processing

 

24 Why does the size of graphics exported from AI changed in Laserbox?

DXF graphics import

AI software has a problem with DXF support, for example, drawing a 100*100mm rectangle in CAD software and saving it as a DXF file. After importing this DXF file into AI, the size will change. So there is a problem with AI's support for DXF. It is recommended that when exporting DXF using AI, in the scaling option, change the scaling value from 1 to 25.4, so that the size of the saved DXF file in Laserbox is consistent with AI.

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After opening Laserbox, select Import, select the imported DXF file, a pop-up window will appear asking you to select the unit of measure for the file, select imperial units and click Confirm.

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pattern import before you need to confirm the required SVG pattern size, and use ResizeSvg software to open the graphics to set the required size, and then import the graphics into Laserbox can be. Operation steps refer to: https://support.xtool.com/hc/en-us/articles/1500010631702-How-to-resize-the-SVG-file

 

25 Why does the replacing SVG pattern of laser what you draw failed ?

p.s.:This operation will replace the official svg file, if you need to restore to find the R & D to the original document

  1. svg file size and format, graphics size should be less than A4 format: 210mm x 297mm.
  2. Whether the file naming format is correct, can only contain the number 1 ~ 6, such as 4.svg, the name can not contain Chinese
  3. Whether the file distinguishes the cutting and engraving area with different colors as required

Red lines will be cut.

black lines will be engraved.

Blue rectangles in the middle will be engraved with signatures; (this step can be omitted)

  1. whether the svg file contains css (as shown below), the current software database does not support it, please delete the css manually after the user can use it

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svg can be used to determine the method: use the following software to open the svg file, such as the pattern can display the color, that the file can be used normally, and vice versa is not available.

Usable cases.

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Unusable case (no color distinction between lines).

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26 Why does Laserbox cut and engrave white paper under laser what you draw , only the outer circle can be cut and the inner pattern is not engraved ?

The default setting of the software cutting white paper only cut the external outline, the internal does not carve.

 

27 Why the machine will not start after turning on the switch ?

Step 1 ,Please confirm if the power cable has any epidemic damage ,If no ,Please perform the next step

Step 2,Use the beep gear of multimeter to check if the ground and fire line zero line short-circuited, if no short-circuited, please perform next step

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Step 3.Please switch on the machine and observe if the switch is lighted on ?

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Step 4. If the switch is no light ,Maybe the fuse is burnt or there is a poor connection on it.mceclip2.png

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Step 5. If the switch is lighted on But machine will not start ,There may has a problem with the laser  power supply. Need  to check the cable connection from the switch to the laser power supply.

Step 6. If the cable connection is fine ,Maybe there is a problem with the laser power supplu , Please efer to belwo video to replace the laser power supply.

https://support.xtool.com/hc/en-us/articles/1500010790441-How-to-replace-the-laser-power-supply

 

 

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