Here is some information that you can help us troubleshoot.

#1 Software Version

You can follow the instructions below to find out your software version:

Click the "Settings" in the top left corner.
Go to the General section.

The current software version is on the right side, as shown below.

#2 Firmware Version

You can follow the instructions below to find your firmware version:

Click the gear icon on the top right corner.
Go to the "Basic info" section.

The current software version is on the right side, as shown below.

#3 Product SN

You can see the product SN on the back of the machine.

#4 Work Log

You may export the work log in the following way:

Click the gear icon on the top right corner.
Go to the "Working info" section.
Click the "Export" button on the right side to save the zipped work log. The file will be named [xcs_m1_log.gz].

#5 XCS Debug Data

You can find the debug record in the following way:

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.

You will see the debug files exported to your computer storage.

Please send us the debug files from the day before to the day after the issue occurs.

#6 Computer System Information

You can see your computer system information by referring to the following instructions.

Windows：

Press Win+R keys to access the run command window.

Type dxdiag in the search field and click OK.

You will see the system information in the pop-up window.

Mac：

Choose Apple menu > System Settings, then click General in the sidebar. (You may need to scroll down.)

Click About on the right, then click System Report.

#7 XCS Processing File

The processing file contains processing information such as mode and parameters.

#8 Original Image for Processing

You may need to provide the image that you are trying to process. It can be a vector image in svg or dxf formats, or a bitmap image in jpg, png or other formats.

#9 Video of Operation and the Error

You may need to provide a video to demonstrate all your operations and failure phenomenon. You can take a photo of the failure if it is hard to see. If the issue can hardly reoccur or happens randomly, please provide more details of your operation and descriptions of it.