Please provide the following information when contacting us ( to solve your problems faster)

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support
  • Updated

In order to solve your problem more quickly, please help to provide the following information.

1.Check Software version information

  • Open the Laserbox Basic software
  • Click on the menu
  • Select  About
  • Provide a screenshot of the software version information

mceclip0.pngmceclip2.png

 

2. Check the firmware version information

  • Open Laserbox Basic software
  • Click Menu
  • Select Check for Firmware
  • Provide a screenshot of the firmware version information

mceclip1.png

mceclip2.png

3. Get the SN number

  • Find the location of the machine illustration
  • Provide SN label photo

mceclip3.png

4. Check the computer configuration information and provide screenshots of the computer configuration information


Windows computer

  • Right click on [Start Menu]
  • Go to [Run] and open [Run]
  • Enter "dxdiag" command
  • Click to confirm
  • View computer [system information]
  • Provide a Screenshot the computer [system information] and provide

mceclip4.png

Mac OS

  • Turn on your Mac computer
  • Click Go
  • Click on Utilities
  • Click on System Information

Provide the following screenshot information

mceclip8.png

 

5. Provide project files and source files for engraving/cutting

  • Set engraving parameters
  • Click menu
  • Select Export

mceclip5.png

mceclip7.png

6. Failure video

The video contains the following information
● Operation process
● Fault phenomenon
2. If the failure is not easily reproducible or occurs occasionally, please describe the following elements.

The operation performed before the failure

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