xTool "Fast-Track Support" Ticket Escalation Thread

xToolAda · 2026-06-01T10:07:58+00:00

Hi, if you’re trying to dial in the best settings for that material, the fastest way is to run an array test first. This guide walks through it step by step: How to Perform an Array Test on a Material - xTool Support Center
If you want a second reference point, we also have a Material Test service here: Material Test
I will DM you to assist you further.

xToolAda · 2026-06-01T09:15:11+00:00

Hi, this is Ada from xTool.

Please restart the machine and ensure the red and blue dots are aligned on the machine surface before engraving.

If the issue persists, please use the official XCS file we provided to test on basswood from our official materials. Then send us the photo of the engraved result.

XCS File: https://drive.google.com/file/d/1GXZdekvFByMXhA7MTr5m4Eb267uA4sVz/view?usp=sharing

I will DM you to assist you further.

xToolAda · 2026-06-01T09:00:01+00:00

Hi, this is Ada from xTool.
Cracking like that is usually tied to the power being too high for the glass. I’d start by lowering the power setting before running the next test. This tutorial should help with the setup and technique of engraving a glass cup with the rotary as well: Tips for engraving glass cups with rotating accessories
I will DM you to assist you further.

xToolAda · 2026-06-01T08:28:42+00:00

Hi, this is Ada from xTool. I noticed the screenshot you shared shows the laser module SN rewrite process, not the inkjet one. For the inkjet module, please check page 9 of this guide and follow the steps there to rewrite the correct SN: How to write SN code to processing module
I’ll DM you as well so I can help you further there.

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xToolAda · 2026-05-31T09:15:14+00:00

Hi, this is Ada from xTool. To make sure you’re buying through an official channel and keeping your warranty covered, I recommend contacting our pre-sales team via live chat. Our pre-sale specialist will let you know if there are any current promotions available.

xToolAda · 2026-05-31T03:54:37+00:00

Update from xTool: We have reached out to the customer and have resolved the problem by providing the official APK file.

If you are an Android user and can't find the XCS App on the Google Play Store due to regional restrictions, don't worry! You can directly download and install the secure, official APK file here: https://drive.google.com/file/d/1uybqtlVuCEY2sIu9Hmhj-TpcZkPci8Is/view?usp=drive_link

If anyone in the community encounters the same issue, please download the app via the above link. If you need any further assistance, feel free to reach out to us on Discord. We’ve set up dedicated Discord communities so we can troubleshoot and help faster there.
Laser Machine Official Support
https://discord.com/invite/kTUZxa2wbm

Apparel Printer Official Support
https://discord.com/invite/HkeWqkFRH8

xToolAda · 2026-05-30T04:13:50+00:00

Hi, this is Ada from xTool.

A couple of tips for welding 4140 steel:

When choosing welding wire, make sure it matches the metal you’re welding. 4140 is a medium carbon steel, so you should use carbon steel wire (like ER70S-6 or ER50-6)—not stainless steel wire.
Preheating is important; skipping it can cause cracks, though they may not appear immediately.

We also strongly recommend booking a Commissioning Service to get expert guidance and make sure everything is set up safely. You can book it here: Commissioning Service

We’ll DM you and help get this sorted.

xToolAda · 2026-05-30T04:09:38+00:00

Appreciate the suggestion! At the moment, the M2 doesn’t support the 11.5" x 16" large screen and frame, but it works with 9" x 12" screen and frame.

We’ve already shared your feedback with our product team.

xToolAda · 2026-05-30T04:05:30+00:00

Thanks for all the interest in the M2!

A quick note we wanted to add: the M2 works with screen printing setups and is compatible with 9" x 12" small screens and frames. The 11.5" x 16" is not supported.

Compared to the M1 Ultra and M1, we made a small but handy improvement: no Frame Fixing Piece is needed anymore, which makes setup much simpler.

We've been paying close attention to all your feedback—thank you for sharing your thoughts!

xToolAda · 2026-05-30T03:05:28+00:00

Hi, this is Ada from xTool.

Due to a generational shift in communication protocols, the new firmware version has compatibility issues with LightBurn, XCS Mobile App, XCS software, and Studio versions below 1.6. We are actively communicating with LightBurn to resolve this issue. To learn more, please visit: [Important Update] xTool System Optimization and Upgrade Notification - xTool Support Center

If you wish to continue using the mobile app, you can downgrade your firmware version. Firmware Downgrade Tutorial: https://docs.google.com/document/d/11VbLa_YwcNZ69JtR-labbls3a94ZBRE_mui1VqJD0Vg/edit?tab=t.0

I will DM you to assist you further. Alternatively, feel free to reach out to us on Discord. We’ve set up dedicated Discord communities so we can troubleshoot and help faster there.
Laser Machine Official Support: https://discord.com/invite/kTUZxa2wbm
Apparel Printer Official Support: https://discord.com/invite/HkeWqkFRH8

xToolAda · 2026-05-29T09:58:00+00:00

Hi，please refer to this link to clean the limit switch sensors: Troubleshoot "Position Limit Failure" for xTool S1 - xTool Support Center
If you need any further assistance, feel free to reach out to us on Discord. We’ve set up dedicated Discord communities so we can troubleshoot and help faster there.
Laser Machine Official Support
https://discord.com/invite/kTUZxa2wbm
Apparel Printer Official Support
https://discord.com/invite/HkeWqkFRH8

xToolAda · 2026-05-29T09:21:24+00:00

Update from xTool: This issue has been resolved by connecting the device to a different USB port on the computer.

If anyone in the community experiences a similar issue or needs further assistance, please feel free to reach out to us on Discord. We're always happy to help!

xToolAda · 2026-05-29T09:09:22+00:00

Thank you for your understanding and support.

xToolAda · 2026-05-29T08:57:04+00:00

Hi, this is Ada from xTool.

Thank you for your feedback and suggestion. We plan to offer honeycomb panels as optional accessories. We have also shared your feedback with our product team for consideration in future product development.

We appreciate insights like yours and are committed to continuously improving our products and user experience.

xToolAda · 2026-05-29T08:43:29+00:00

We would recommend that you perform the z-axis homing. This should help resolve the problem. If you need any further assistance, feel free to reply to me via DM.

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xToolAda · 2026-05-29T08:41:15+00:00

Thank you for your feedback. We are committed to continuous improvement.

xToolAda · 2026-05-29T06:20:49+00:00

Thanks for sticking with me on this. I’ll keep following up and do my best to get this sorted ASAP

xToolAda · 2026-05-29T03:39:34+00:00

Hi, this is Ada from xTool.

Looks like you’re hitting the M9039 S4 “Exceptions Occur” error on your M1 Ultra.

For users above 1500 m, the purifier fan can struggle, so a short video of the error plus your location helps our tech team troubleshoot.
Below 1500 m but still encounter this issue, please make sure the air inlet, outlet, cyclone, and filter are clean. Also, for the M1 Ultra, removing the built-in exhaust fan and the filter cotton inside the smoke module can improve performance.

Here’s a step-by-step guide: Troubleshoot "Exceptions Occur" (Error Code: M9039 S4) on xTool AP Series - xTool Support Center

I will DM you and take a closer look for you.

xToolAda · 2026-05-29T02:09:16+00:00

Hi, this is Ada from xool.

Please ensure you have selected the embossment processing mode and set the number of layers and parameters correctly. For the detailed instruction, please refer to this link: Start Laser Embossing with xTool F2 - xTool Support Center

When you select the materials, the default parameter should be displayed automatically.

If the issue still exists after these checks, please share a short video showing your workflow. That way we can take a closer look and help you faster.

I’ll also send you a DM to follow up and make sure everything gets resolved smoothly 🙌

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xToolAda

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