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

Contents:

1. Product Serial Number (S/N)
2. Firmware version
3. Software version
4. Failure video
5. Work log
6. Image file(s)
7. Engraving/Cutting Parameters

1. Product Serial Number (S/N)

SN label of laserbox (at the switch of laserbox)

2. Firmware version

Laserbox Working Hours, Firmware, Serial Number, Device state (provide photos or screenshots [Settings] - [Device])

3. Software version

PC software version (provide photos or screenshots, top left menu - [Help] - [About])

Note: laserbox software problems, you need to provide the computer model, system version (provide computer [system information] photos or screenshots)

4. Failure video

Fault phenomenon scenario: how did the failure happen, laserbox computer connection, phenomenon, picture or video, and the troubleshooting process and results you have made. 

5. Work Log

How to export the log: connected the machine to laserbox software, the upper left menu - [Settings] - [General] - [Work Log] - [Export]) and then change the export file name to: SN + the date of the day

6. Image file(s)

7. Engraving/Cutting Parameters