issue description

Troubleshooting

STEP 1: Check network conditions

• If the network is weak, switch to a network with a better signal.
• If the connection is stable, proceed to Step 2.

• For Windows:
  • Connect your xTool laser device via USB.
  • Go to Device settings > Basic info to check the previously configured IP address.
  • Access "Command Prompt".
    
  • Enter ping [IP address] to check the network connection.
  • If the response time exceeds 150ms, this indicates a weak network connection.
• For macOS:
  • Connect your xTool laser device via USB.
  • Go to Device Settings > Basic Info to check the previously configured IP address.
  • Access "Terminal".
  • Enter ping [IP address] to check the network connection.
  • If the response time exceeds 150ms, this indicates a weak network connection.

STEP 2: Verify Wi-Fi network consistency

• Check if your computer is connected to the same Wi-Fi network as the xTool device.
  • If not, connect both the computer and device to the same Wi-Fi network.
  • If they are on the same network, proceed to Step 2.

STEP 3: Check Wi-Fi frequency compatibility

• Check if your router is set to 2.4GHz.
  • If your router is set to 5 GHz, switch to 2.4 GHz.
  • If already set to 2.4 GHz, proceed to Step 4.
• To verify your router's frequency:
  • For macOS:
    1. Connect to your Wi-Fi network.
    2. Navigate to the Wi-Fi icon on the top right bar.
    3. Hold down the "⌥ Option key" and click on the "Wi-Fi icon".
    4. A window will pop up.
    5. Navigate to the "Channel" information where the text will display either 5 GHz or 2.4 GHz.
       

• For Windows:
  1. Connect to your Wi-Fi network.
  2. Navigate to the Wi-Fi icon on the bottom right side of the screen.
  3. Click on "Properties".
  4. The "Settings" window will pop up. Scroll down to the "Properties" section.
  5. The "Network band" will indicate whether the frequency is 5 GHz or 2.4 GHz.

STEP 4: Check for proxy settings

• If a proxy is enabled, turn it off and try connecting again.
  • On Windows, navigate to Settings > Network & internet > Proxy to check and adjust settings if needed.
  • On macOS, navigate to Settings > Network > Wi-Fi > Details > Proxies to check and adjust settings if needed.

• If no proxy is enabled, continue to Step 5.

STEP 5: Check application permissions (for macOS 15.0 or above)

• Go to Settings > Privacy & Security > Local Network.
• Ensure that xTool Creative Space has network access; otherwise, the machine cannot connect to the computer.
  • If the local network access is disabled, toggle the switch to enable it, allowing the software to access your local network.

STEP 6: Update xTool Creative Space (XCS)

• If not, download the latest version from the official xTool website at https://www.xtool.com/pages/software or through XCS.
• If none of these steps resolve your issue, please contact xTool Customer Service for further assistance.

Additional steps:

• Try restarting both your laser device and xTool Creative Space (XCS).
• Alternatively, you may resort to a USB cable connection for operation.