Information to Prepare When Requesting Technical Support

1. Machine Model and Mechanical Information

• Machine name, machine type, brand, and model.
• year use if know.
• size area processing.
• Laser power or spindle.
• Control system.
• Serial or code machine if has.

2. Description accurately error

Record the current error message, when it occurs, the affected function, whether the fault is continuous or intermittent, whether the machine stops automatically, whether Reset clears the fault, and which components or products are affected.

3. Error Code / Alarm

Record the Alarm code, operating conditions, screenshots, configuration, time of occurrence, current output, and status after Reset. Do not clear the error information before recording it.

4. Images and video

• image safe set machine.
• image screen configuration error.
• image set part contact relation.
• image product error.
• Record a video of the machine operating when the fault occurs, if possible.

5. Processing Conditions

Laser:Material type, material thickness, assist gas, gas pressure, laser power, cutting speed, focus position, nozzle condition, and protective-lens condition.

CNC:Material, workpiece, blade, tool path, spindle, feed rate, cutting depth, and workholding method.

CNC vibrating knife:material type, material thickness, blade, cutting speed, knife oscillation frequency, cutting depth, and vacuum.

6. Changes Made Before the Error Occurred

Report whether components, blades, nozzles, or lenses were recently replaced; software was reinstalled; parameters were changed; the machine was relocated; maintenance was performed; or electrical power was lost or interrupted.

7. Previous Issues and Repair History

if error already each occur out, also Upgrade method handle reason before here, components already replace and time point repair near most.

8. Electrical, Air, and Water Supply

Also report the condition of the electrical supply, assist-air system, pressure, tubing, chiller, temperature, and any site-inspection findings such as leaks or corrosion.

Support Request Template

More complete information → easier diagnosis → shorter troubleshooting time.