Help us help you: Pointers to make the troubleshooting process easier
Preface: This article is meant to have a few pointers to help the trouble shooting process move more quickly. Please note that troubleshooting can take time and effort to get to the final answer. There is a process of elimination based on past dealings with similar issues. Some times there is a "list" of things that must be checked prior to moving to the next topic
As we need to consider many possibilities to find out what exactly happened to your machine, the more info you provide, the better we can understand the situation, and faster we can provide advice and solve the issue. It is a team effort.
In this article, we list some crucial information that can greatly help us troubleshoot the issue. Please include them when you email the USA Support Team via [email protected]
1 Serial Number, Build Date and Model of your machine
Please find the Serial Plate on the rear of the machine. Send a picture of it with your initial ticket as well as telling us what model machine you have.
#2 Tell us what led up to the issue
#3 A Video or Image about the Issue
Take a video or image when the issue occurs. If you missed it, please try if you can reproduce the issue, and then take a video and send it to us.
This way, we can check the same thing as you happen, and eliminate any ambiguity or loss of information during communication.
If the video is over 20mb, let us know and we can set up a file transfer. If you use a service like google drive or similar, make sure the settings allow anyone to see the video and no requirement for logging in.#4 The Software Version and computer OS
#5 Test results from the knowledge base
Please let us know the results of your troubleshooting or testing based on the articles in the Knowledge Base so that we can get to the cause of your problem faster! If you can cite the specific article you followed, that will help greatly as well.
#6 Firmware of machine
LCD panel
Click the "Reset" button and the firmware information will be displayed.
Touch panel
The steps to open the System Info:
Click the Menu>> Switch to the next page>>System Info
#5 Project files used at the time of the failure
Please send us the project file used at the time of the failure. Not the graphic file, but the actual project file so that we can see all the settings used.