Help Tech Support Troubleshoot Faster

Help Tech Support Troubleshoot Faster

Dear Thunder laser users, thanks for choosing our machine！

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.

In this article, we list some crucial information that can greatly help us troubleshoot the issue. Please include them when you email tech support via tech@thunderlaser.com

Thanks!



#1 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.
Remember, one good video is better than describing the issue in a thousand words.

If the video memory is too large, please use WeTransfer to create a download link and send it to us.
WeTransfer：
https://wetransfer.com/

#2 The Software Version of the machine

If your laser software is LightBurn.
The steps to open the software version of the software:
Click the Help>>About LightBurn



If your laser software is RDWorks.
The steps to open the software version of the software:
Click the Help>>About RDCAM

#3 Test results in 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!

#4 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.

If the engraving or cutting is not good, please also send us screenshots of the machining parameters such as power and speed.

If your laser software is LightBurn.



If your laser software is RDWorks.


#6 Serial Number of machine

Please find the Serial Number on the rear plate of the machine.





Related article：

Equipment Info

End.



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