Troubleshooting

Hardware error

Laserbox error code table

Hardware Exception Report and Solution
Return Code Description Remarks Solutions
Qx01 0 The temperature of water tank is too low Terminate the printing task and the machine enters a fault state 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Check if the smoke purifier is placed very close to the laserbox machine and block the exhaust fan of the laserbox machine. If not, please try next step.
3. Check if the cable connection of the water temperature sensor loose, please replug its cable on the paticular port of Y1 board. (Need disassemble the left shells of the machine). If not, please try next step.
4. Change the water temperature sensor. If doesn’t solve the problem, please try next step.
5. Change the Y1 board.
Qx01 1 The temperature of water tank is too high Terminate the printing task and the machine enters a fault state
Qx01 2 Water temperature sensor is abnormal Terminate the printing task and the machine enters a fault state
Qx01 3 The temperature of the water tank is normal The temperature of the water tank returns to normal. If there is no other hardware failure, the machine exits the fault state and resumes the printing function
Qx02 0 The current of the air pump is too low The printing task is terminated and the machine enters a fault state. Even if the peripheral is repaired, the machine must be restarted to restore the printing function 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Enter the debug page by pressing the CTRL+F1 (Command + F1 for Mac), then open the air pump testing and listen carefully if there is sound like “dada” from the right hand side of the machine. If there is sound, please put your hand under the laser head and feel if there is wind blowing, if not, proceed to the next step.
a. If there is sound but no wind blowing, please check if it is blocked on the air inlet and air outlet, and try clean the air inlet and air outlet; (Need disassemble the right shells of the machine)
b. If there is no sound like “dada”, check if the cable connection of the air pump loose, please replug its cable on particular port of mainboard. (Need disassemble the right shells of the machine). If doesn’t solve the problem, please try next step.
3. Change the Air pump. If doesn’t solve the problem, please try next step.
4. Change the mainboard.
Qx02 1 The current of the air pump is normal
Qx03 0 The water level of water tank is too low The printing task is terminated and the machine enters a fault state. Even if the peripheral is repaired, the machine must be restarted to restore the printing function 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Check the water level in the water tank, if it is really too low (under the water level line), need add some pure water. If doesn’t solve the problem, please try next step. (Need disassemble the left shells of the machine)
3. Check if there is red light on the water level sensor? If there is a red light, means the water level sensor is okay, otherwise, check if the cable connection of the water level sensor loose, please replug its cable on particular port of Y1 board. (Need disassemble the left shells of the machine). If doesn’t solve the problem, please try next step.
4. Disassemble the water level sensor to adjust the sensitivity (Reduce the sensitivity) or change the water level senser. If doesn’t solve the problem, please try next step.
5. Change the Y1 board. (If still the same error Qx30 after replaced the Y1 board, please restart the machine)
Qx03 1 The water level of water tank is normal
Qx05 0 The air pressure of the purifier is too low Pause this printing task, the laserbox software prompts that the purifier is blocked 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solvethe problem, please try next step.
2. Measure the voltage of the local power grid, whether the output is stable above 220V or 110V (vary according to different country).
3. Take out the filter and see if there is still same error.
a. If there is no error, means the filter has been used up, please replace the filter.
b. If there is still error, there may be issue on the purifier motor, Y1 board or mainboard, but the probability is very small.
Qx05 2 The low voltage version of purifier is not connected Terminate this printing task, enter the standby state, the laserbox software prompts that the purifier is not connected 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Take out the filter and see if the same error while the machine working?
a. If yes, please disable the purifier detection setting on laserbox software and then check if still the same error. If there is, then need contact our RD engineer to analyze the cause; If no, please go to next step.
b. If no, means the filter has been used up, please change the purifier.
3. Change the motor for the purifier or change the whole purifier.
Qx06 0 Circle LED button controlling board is offline Terminate print job 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Check if the wires on the circle led button controlling board loose, please replug the wirels or change the wires have a check (Need disassemble the right shell). If still the problem, please try next step.
3. Change the circle led button controlling board.
Qx06 1 Circle LED button controlling board is online Circle LED button controlling board is back online
Qx08 0 The current of water pump is abnormal The printing task is terminated and the machine enters a fault state. Even if the peripheral is repaired, the machine must be restarted to restore the printing function 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Enter the debug page by pressing the CTRL+F1 (Command + F1 for Mac), then open the water pump testing item and listen carefully if there is sound from the left hand side of the machine. If not, proceed to the next step.
3. Check if the cable connection of the water pump loose, please replug its cable on particular port of Y1 board have a try. (Need disassemble the left shells of the machine). If doesn’t solve the problem, please try next step.
4. Change the Y1 board.
Qx08 1 Water pump current returns to normal Water pump works properly
Qx09 0 Exhaust fan current abnormal (two fans) The printing task is terminated and the machine enters a fault state. Even if the peripheral is repaired, the machine must be restarted to restore the printing function 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Check if the cable connection of fan loose, please replug its cable on particular port of Y1 board have a try. (Need disassemble the left shells of the machine). If doesn’t solve the problem, please try next step.
3. Test if the fan broken with a multimeter and replace a fan if it is tested as broken. If doesn’t fix the problem, please try next step.
4. Change the Y1 board.
Qx09 1 Exhaust fan current abnormal (one of the fans) The printing task is terminated and the machine enters a fault state. Even if the peripheral is repaired, the machine must be restarted to restore the printing function
Qx09 2 Exhaust fan current is normal (two fans) Exhaust fan is normal
Qx10 0 STM32 begin to upgrade
Qx10 1 STM32 upgrade successfull
Qx10 2 STM32 upgrade failed
Qx11 0 GD32 begin to upgrade
Qx11 1 GD32 upgrade successfull
Qx11 2 GD32 upgrade failed
Qx12 0 Hall switch is normal
Qx12 1 Hall switch is abnormal
Qx13 0 Y1 board is online Exit Y1 board failure state
Qx13 1 Y1 board is offline Terminate the printing task and the machine enters a fault state 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Enter the debug page by pressing the CTRL+F1 (Command + F1 for Mac), then open the water pump testing item and listen carefully if there is sound from the left hand side of the machine. If not, proceed to the next step.
3. The step 2 is to confirm whether there is controlling message from mainboard to the Y1 board. If there is no controlling from mainboard, need to replug of change the cable between mainboard and Y1 board. (Need disassemble the left and right shells of the machine). If doesn’t solve the problem, please try next step.
4. Change the Y1 board.
Qx14 1 X axis limit position abnormal 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Power on the machine, then pull the laser head on X axis (Y axis) to check whether the X axis motor (Y axis) motor is locked. (It is normal if the motor is locked when powered on)
3. Enter the debug page by pressing the CTRL+F1 (Command + F1 for Mac), then test X+, X- (Y+,Y-) and see whether the X motor (Y motor) can be controlled. If the motor can’t be controlled, please go to next step, otherwise, please go to step 6.
4. Check whether the X axis (Y axis) motor cable loose, please replug or change the X axis motor (Y axis motor) cabe have a try. If doesn’t solve the problem, please try next step, otherwise, go to step 6.
5. Replace the X aix motor (Y axis moter)
6. Check whether the X limit (Y limit) iron sheet is deformed. If no, please go to next step.
7. Check whether the X (Y) limit switch works by this way: when the machine powered on, check if the led of the switch on when insert a piece of white paper into the black slot of the X (Y) limit switch, and if the led off when remove the white paper. If the LED light on and off normally, means the X (Y) limit switch is ok, then please go to next step. If no, means the X (Y) limit switch doesn’t work, please replug the limit switch cable or change a limit switch have a try.
8. Change the mainboard.
Qx14 2 Y axis limit position abnormal
Qx14 3 Limit position abnormal(ALARM 9) No limit position found during laser head reset, terminate the printing task and the machine enters a fault state 1. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, please try next step.
2. Enter the debug page by pressing the CTRL+F1 (Command + F1 for Mac), then test Z+,Z- to check if the z axis can be controlled properly? If not, proceed to the next step.
3. Remove the top cover of the laser head. Check if the z axis motor cable plugged on z axis adapter board loose? Please replug the z axis motor cable and see if it solves the issue. If not, please proceed to next step.
4. Check if the iron of the z axis limit switch is deformed.
5. Check whether the z limit switch works by this way: when the machine powered on, check if the led of the limit switch on when insert a piece of white paper into the black slot of the z limit switch, and if the led off when remove the white paper. If the LED light on and off normally, means the z limit switch is ok, then please go to next step. If no, means the z limit switch doesn’t work, please replug the limit switch cable or change a limit switch have a try.
6. Replace the z axis cable.
7. Replace the z axis adapter board.
Qx15 0 STM32 communication abnormal The laserbox software prompts to upgrade the STM32
Qx15 1 STM32 Communication normal
Qx16 CPU temperature is too high CPU temperature is too high
Qx17 Can’t find the camera Can’t find the camera 1. Make sure the cover of the laserbox machine is closed. If doesn’t solve the problem, go to next.
2. Download the latest version laserbox software and upgrade the latest firmware. If doesn’t solve the problem, go to next.
3. Check if the camera cable connection, please replug it (need disassemble the cover of the camera).
4. Replug the camera cable on the mainboard side or connect the camera to the other spare port on mainboard and then restart the machine have a try.
5. Replace the camera
6. Replace the cable between the camera and the mainboard
7. Replace the mainboard
Qx18 1 X axis limit position abnormal (ALARM 8) The limit position of X axis cannot be cleared during reset (ALARM 8 error), and the machine enters a fault state
Qx18 2 Y axis limit position abnormal (ALARM 8) The limit position of Y axis cannot be cleared during reset (ALARM 8 error), and the machine enters a fault state
Qx18 3 Z axis limit position abnormal (ALARM 8) The limit position of Z axis cannot be cleared during reset (ALARM 8 error), and the machine enters a fault state Same troubleshooting to Qx143
Qx18 4 Limit position abnormal (ALARM 8) The limit cannot be cleared during the laser head reset process (ALARM 8 error), but the limit states detected by the XYZ axis are all 0, and the machine enters a fault state
Wx01 The cover is open Pause the printing task
Wx02 The cover is closed No operation
Wx03 Start printing offline Start printing offline
Wx04 Continue printing Continue printing
Wx05 Pause printing Pause printing
Wx06 Long press the button to terminate printing Long press the button to terminate printing
Wx07 Machine enters to sleep status
Wx08 Machine exits sleep status
Wx09 0 Printing completed normal
Wx09 1 Printing finish abnormal
Wx10 0 Start focusing
Wx10 1 Focus successful
Wx10 2 Focus failed
Wx11 The task is covered by the other laserbox software When the Laserbox A sends a print task (before circle button is not pressed), another laserbox B sends a task to cover the task of A, and the machine sends a Wx11 to A to indicate that the task is covered
Wx12 Tray is open When the host computer (laserbox software) sends snap http to take a photo, the machine will check whether the tray is open. If the tray is open, the machine will send Wx12 to the upper computer (Laserbox software).
“cpu temperature warning” cpu temperature is too high cpu temperature is too high
“can not find usbcamera !!!” can’t find the camera can’t find the camera

Cutting and engraving effect

Why are the cut lines so thick or wavy?

  1. Check whether there is dirty on the air nozzle, please clean it refer to the maintenance video “how to clean the air nozzle and laser head
  2. Check whether there is dirty on the laser head, please clean it refer the same video “how to clean the air nozzle and laser head“.
  3. Check whether the refective lenses or focus lense are loose or dirty. Please clean the lenses and place them properly refer to the maintenance video “how to clean the lenses

Why is the processed figure deformed (the figure is not closed or the proportion is wrong)?

Phenomenon

The processed circle or rectangle is not closed or deformed.

Possible causes

  1. Motor lost step.
  2. The belt tightness is wrong or the belts on both sides have different belt tightness.
  3. The light in the environment is too strong.
  4. There is deviation on laser path (for some not closed issue).

Solution for each of the cause

  1. Test if the motor lost step by engraving this file refer to the steps in this link.  If the motor does lose step, please clean the rails refer to this video.
  2. Touch the belts to feel whether the belt tightness is abnormal. If yes, please adjust the belt tightness refer to this video (only chinese version).
  3. Temporarily turn off the light in the environment or pull down the curtain have a test.
  4. Please refer to video in this link (just watch from 10:40 to 20:09) to test whether there is laser path deviation and adjust the laser path once there is deviation.

Why the function “bring sketch to life” doesn’t work properly

  1. Use Makeblock official materials. Reflective materials or materials too dark will make it much harder for Laserbox to identify images.
  2. Use Makeblock-recommended markers. Images printed out or too thin(<2mm) will make it much harder for Laserbox to identify. Deli s550 marker pens are recommended.
  3. Avoid drawing small images. Images smaller than a size of 4mm*4mm could be regarded as distractions and thus be deleted.
  4. Draw images at the center of materials. Images close to the edges may lead to the failure of Laserbox to accurately position the material scope. Images near the ring code could be regarded as distractions and deleted.
  5. Keep black lines at a distance with red lines when drawing an image. Make sure the distance is more than 2mm.
  6. Do not use this function in the sun or very strong light environment.

Why is the processed graphics offset from the actual placement position?

Possible causes and solutions:

  1. The camera position will slightly change after the machine is transported and handled or used for a long time. As a result, the calibration data at the factory is no longer suitable for the current position of the camera, and a secondary calibration is required.
  2. Due to the characteristics of the fisheye camera, if the consumables are placed on the edge of the honeycomb panel, the recognition effect may be poor. Please place the consumables in the center of the honeycomb board as much as possible.

Why “Laser what you draw” failed to cut outside edge of your drawing?

Possible reasons and solutions:

  1. The drawing is too closely to the circle code. System will regard the drawing as noise to delete if the distance of the drawing between circle code is less than 5cm

  1. The distance between your picture and material edge should be larger than 1cm, otherwise the camera on Laserbox will not recognize it.

Why does Laserbox detect material’s thickness not accurately or fail?

Abnormal as below:

Probable reasons and solutions:

  1. The table which placed Laserbox machine is not level–>Change a level table with high rigidity to place laserbox machine
  2. There are too much dust adhering in IR light causing the IR light isn’t bright enough–>Clean IR light surface termly
  3. There are some material residue left on the honeycomb after cutting–>Clean honeycomb in time after the process

Why the official material can’t be cut through with default settings

Possible causes:

  1. The material is not placed properly
  2. The Laser head is dirty
  3. The lenses (three reflective lenses and one focus lense) are dirty
  4. There is some offset on the laser path.
  5. Power reduction due to natural aging of laser tube

Solutions to each of above factors:

  1. Clean the honeycomb board and place the material flat.
  2. Clean the laser head refer to this video.
  3. Clean the reflective lenses and focus lense refer to this video.
  4. Test the laser path and adjust it if there is offset. Please refer to 11:39~22:18 in this video to do the test and adjustment.
  5. Power reduction due to natural aging of laser tube is normal phenomenon. In this situation, need to adjust the settings for the official material refer to the instruction “how to change the default settings for the official material“.

Why there is no laser out when the machine is working

Problem phenomenon:  

The Laserbox machine moves as it should be when cut/engrave, but the laser doesn’t work. Please watch the problem phenomenon in this video.

Note: if the problem phenomenon is that no laser out when testing offline function like “bring sketch to life” but cut/engrave the image sent by laserbox software properly, the following analysis doesn’t fit. In this case, please adjust the out power by increasing it a little like 10% (the default setting is 8%, please don’t change it if everything works properly).

Possible causes:

1.    The issue is on the laser tube or laser power;

2.    The laser path is deviated;

3.    The reflective lenses and focus lense are dirty or place incorrectly

Troubleshooting & Solutions:

First, check if the Laser tube and laser power work refer to the steps below:

1. Disassemble the laser tube cover refer to the video in this link. (just watch the part from 0:00~1:16). Then you can see the laser tube very clear.

Note: please power off the machine while you disassembling the laser tube cover.

2. Test cutting a circle (as shown on picture below) with laserbox software and check if there is laser beam (purple color) in the laser tube while cutting or engraving.

If there is no laser beam, the issue should be on the laser tube or laser power. Please check the points below:

Note: please make sure power off the machine and remove the power supply of the machine during the operation.

  • i. look carefully to see  whether there is any broken on the laser tube. If there is, need replace the laser tube, if no, follow on step ii.
  • ii. Check whether the positive and negative wires of the laser tube are connected properly.

If no, please connect the wires properly.

Positive side wiring (remove the red rubber cover to see it)

     

Negative side wiring

If yes but the issue still exist, follow on step iii.

  • iii. Check whether the laser power cables loose, please re-plug the laser power cables. Please refer to this video (only watch from 0:00:01~0:05:15 ) to disassemble the right shell of the machine to check and re- plug the laser power cables.

Once the issue doesn’t fix after re-plugg the cable, follow on step iv .

  • iv. Replace the laser power. If doesn’t fix the problem, follow on step v.
  • v. Replace the laser tube.

If there is laser beam, normally, the laser tube and laser power work properly. Continue checking the laser path and lenses.

Secondly, test whether the laser path is deviated

Please watch this video from 11:40~20:17 to understand the laser path principle, test the laser path and adjust laser path once there is deviation. Click on this link to download the laser launcher software.

Note: please make sure the cover of the machine is closed during test to ensure safty.

If the laser path is already correct in the center, but the issue still exist, please continue checking the lenses.

Thirdly, check whether the lenses are dirty or placed incorrect.

Please refer to this video to find and clean all three reflective lenses and one focus lense, then place the lenses properly with correct direction.

Note: each lense has the top side and bottom side, please make sure the top side is placed towards up.

About smoke and smell

Why the smoke generated during cutting/engraving can’t be exhausted by the smoke purifier?

  1. Check whether the purifier is connected to the machine successfull. Please replug the aviation connector between the smoke purifier and the laserbox machine to ensure the led indicator on purifier is green when powered on.
  2. Please check if the smoke pipe is placed properly, here are some factors which may affect the normal use of the filter and reduce its life lime.
  • The exhaust pipe is folded or squeezed;
  • The official exhaust pipe is extended long;
  • The exhaust pipe is placed in a higher position than the laserbox.
  1. Please make sure the filter is placed in the smoke purifier with correct direction and place the filter again have a try. There are placing guidance on the filter.
  2. Check whether the filter get dirty, please replace a filter have a try.
  3. Please make sure the laserbox software is the latest version (V1.0.8) and the firmware version of the machine is the latest version (started with 019.xxx). If not, please upgrade the software version and the firmware version.

Equipment exception

001 Why does laserbox machine not power on?

  • Situation 1: Power on Laserbox, but the power on/off switch cannot light up
  • Situation 2: Power on laserbox machine, power on/off switch can light up, but LED light inside the Laserbox cannot light up
  • Solution:

i):Go setting-help-check for updates to update firmware to latest version.

ii):Pls refer to this video from 00-00:38 to disassembly decoration cover,and reconnect LED light cable

 

The Laserbox software displays “the device is being reset, please try again later”

  1. Restart the machine.If not, proceed to next step;
  2. Download the latest software from the official website, connect the machine to update the latest device firmware. If not, proceed to the next step;
  3. Save the log and send to the technical support for analyzing;
  4. You can also refer to the troubleshooting for the issue of the X,Y, Z axis doesn’t reset.

003 Remind on Laserbox software: Temperature of laserbox machine is too high, cannot work normally right now, as below

  1. Check if Purifier is too close to Laserbox(like below) causing the fan unable to cool down the temperature properly. This will cause Laserbox pop up the high temperature warning

  1. Check Laserbox’s cooling system is normal or not:

i):Press Ctrl+F1 or Ctrl+Fn+F1 (Mac PC is Command+Fn+F1) to enter debug interface

ii):Click “Water Pump On/Off” to check if there is a sound of the pump working and water flowing

iii):If it is difficult for you to hear water flowing sound, check on the laser tube to see if there’s cooling liquid running in the tube.

Why does the motor of a certain axis suddenly fail to work?

Phenomenon 1: When machine is powered on, any one of the axis doesn’t reset properly;

Solution:

  1. Update both the software and device firmware to latest version first;
  2. Insert a piece of paper to the black plastic slot of the corresponding limit swith to see if the red light on limit switch is on. If no, you need to  replug or change the limit control line or even change the limit switch;
  3. Replace the mainboard of the machine.

Phenomenon 2: During the processing stage, a certain axis suddenly stop working

Solution:

  1. Update both the software and device firmware to latest version first;
  2. Check whether the corresponding limit switch control line is loose;
  3. Check the corresponding limit switch;
  4. Replace the corresponding motor;
  5. Replace the motherboard.

Phenomenon 3: After processing, the machine doesn’t reset normally

Solution:

  1. Update both the software and device firmware to latest version first;
  2. Replace the motherboard.

Machine Connecting issue

Why cannot windows PC install the driver successfully?

USB driver for 64 bit system

📎windows driver.rar

📎windows usable driver.zip

Notes:

Solutions for windows PC cannot install the driver successfully:

 

1.Install the driver and laserbox software as an Administrator

2.Close all the VPN softwares and antivirus software to try again.

3.Check on your computer to see if its framework is surface or ARM computer,current driver cannot support surface and ARM framwork very well,we are pushing our vendor to optimize this issue,but it needs long time to fix it.

4.We suggest to use Ethernet to connect,after connected via Ethernet cable,then config wifi for your laserbox machine as well.

 

If you computer is 32 bit system,you can try to use Ethernet cable to connect.

Why can’t the computer connect to the laserbox via USB?

Causes

The reasons are more complex and diverse, most of which are related to the user’s computer environment such as:

  1. The driver was blocked during driver installation;
  2. Using proxy and other circumvention software;
  3. The device firwmare is historical firmware version older than 018, which are not compatible with 10.13 and later Mac computer systems);

Solutions

  1. Turn off all anti-virus software when installing the laserbox software;
  2. Close the proxy or other circumvention software;
  3. Update the laserbox software and device firmware to the latest version. If the computer cannot connect to the device to update, try to find another computer to connect; if there is no other computer available for connection, try to update the firmware with an SD card ;
  4. Wait for the machine to totally turn on (6 ring lights are always white) and then connect to the software (if 6 white lights cannot be turned on, it means the machine itself is abnormal), once there is a beep after connecting, the 6 ring lights will change blue;
  5. Use the network cable to connect the device and the computer;
  6. If the above operations cannot be solved, try to install the driver:

📎HoRNDIS-9.2_catalina.pkg

The above methods can basically solve more than 90% of the connection problems. If you still can’t solve them, you can only choose to replace the motherboard.

Note: the new mac system Big Sur has changed the driver security mechanism which lead to the USB connection issue with laserbox. In this situation, there are two methods to solve the connection issue:

1. Connect the Mac computer to the Laserbox machine with Ethernet cable.

2. If there is no Ethernet port on some mac computer, need borrow a windows laptop, then connect laserbox to windows computer with USB cable/Ethernet cable to configure the wifi connection. Once the wifi connection is configured, the mac computer can connect to the laserbox through wifi.

Why does laserbox machine cannot connect via WIFI?

1.Have you ever connected your laserbox machine with your PC to config WIFI via USB cable or Ethenet cable?

If you didn’t config WIFI for your laserbox before,then you can follow below steps:

i):Make your laserbox machine connect with your PC via USB cable or Ethernet cable.

ii):Keep your laserbox connecting with your PC via USB cable or Ethernet cable,and then select WIFI option

iii): Config WIFI account and password for your laserbox machine,after configured successfully,then you can connect with laserbox machine via WIFI next time.

2.We suggest the wifi name and password shouldn’t have special symble to avoid any connection issue,it’s better only have normal letters or numbers in your passward.

3.Laserbox machine cannot connect with the wifi,if the wifi you configured need to be verified.

Problems after importing other format file to laserbox

Why can’t open DXF file,why the lines have become coarsen,why straight lines changed curve after import the file?

The original DXF file is not standardization,should save it again under CAD software.

Why  cannot adjust some lines to cut or engrave after import DXF file to laserbox software ?

The lines which have same colour will be merged into one colour while export to DXF file,this is traditional setting for laser machine,if you want to different effect of lines to cut or engrave,then set the lines to different colours before export to DXF file.

Why does the import picture only can engrave but cannot cut?

Abnormal situation as below:

This issue caused by file format(Bitmap doesn’t have path to select),you can use outline function to get its shape,after that you can select it as cut or engrave

错误!未指定文件名。错误!未指定文件名。

Software related

Why it says “laserbox can’t be opened because Apple cannot check it for malicious software” while installting laserbox software on Mac? (Refer to picture below)

Cause

Generally, it is caused by the incompatibility between the Apple system and our software (some unknown developers’ software that is not on the apple store is likely to be intercepted by the system).

Solutions

1. Download the Mac version Laserbox installation package from the official website and install again;

2. If there is still a failure prompt during installation, turn off the interception as follows:

Note: The following steps take the mLink as example, it also works for laserbox software.

  • Way 1:

1. Click OK.

image

2. Choose System Preferences > Security & Privacy.

image

3. Click Open Anyway.

4. Start the mLink installation process.

image

  • Way 2:

1. Right-click the installation package and choose Open.

image

2. Click Open.

3. Start the mLink installation process.

There is an error appears while updating the laserbox software to version 1.0.8

Problem Phenomenon:

An error pops up as shown on picture below while updating the software:

Causes:

The Laserbox software installation is npm installation which require user’s administration permission once the software installed under C disk. This error appear due to the user permission restriction.

Solution:

Uninstall the laserbox software, then download the latest version v1.0.8 from this link and install again.

Please note: if you install the laserbox software under non C disk, there won’t be such error while updating laserbox software directly without reinstalling, therefore, we suggest that users install the laserbox software under non C disk.

Detailed Troubleshooting for hardware exception report

Troubleshooting for error code Qx143/Qx183

The code of Qx143/ Qx183 means Z-axis limit is abnormal, and here are the solutions for this error:
1. Downloaded the latest version Laserbox V1.0.8 from our website, connect the machine to update software version and device firmware version (make sure the device has the latest version firmware starts with 020.xx). If the problem remains, move to the next step.
2. Press Ctrl+F1(Command+F1 for Mac) to switch to the debug page, test if Z-axis can be controlled? Then move to the next step. —Please let me know the test result.

3. Disassemble the cover of Z axis and check if the connection between Z axis motor and motor control port on Z axis adapter board loose. Pull out and insert the motor cable again. You can refer to this video on 1: 39 to disassemble the cover of the Z axis. If the problem remains, move to the next step.
4. Check if the iron sheets of limit switch for Z axis is in position and if they are out of shape (here is the picture to show where is the iron sheets).

5. Check if the limit switch is broken: when the power is on, put a piece of paper into the limit switch and check if the light is on. If not, the limit switch may be faulty. If it works but the problem remains, move to the next step. (The image below shows how to insert the paper to do test. When the paper inserted, the led on and when move the paper, the LED off means the limit switch is ok.) ; Besides, please also replug the z axis limit switch cable on the z axis adapter board have a try.

—Please let me know the test result.

6. The cable for connecting the Z axis adapter board and mainboard may be loose or faulty. Please replug the Z axis adapter cable on the z axis adapter board and see if the issue can be fixed. Here is the pictures to show the z axis motor cable port, z axis limit switch cable port and the Z axis adapter board cable port:

Please try the steps above and let us know if you have located the problem. Then we’ll talk about what to do in the next step.

Troubleshooting for error code Qx20

To better locking the problems and provide solution accordingly, please check the info below and share it to us:

  1. Please share the SN of the machine to us. The SN sticker is on back of the machine.
  2. Check the laserbox software version by going to three bar icon on the upper left corner-> Help->Check for updates.
  3. Check the device firmware version by going to three bar icon on the left upper corner->Settings->Device.
  4. Save the log of the machine and share it to us. You can export the log by going to three bar icon -> setting page.

Please kindly try the suggestion below to solve the problem base on the info checked above:

  1. If the current laserbox software isn’t latest version, pls update to latest version V1.0.8. If the issue still exist,then go to next step.
  2. If the current firmware version isn’t latest version, pls update to latest version start with 019.xx. If the issue still exist,then go to next step.
  3. Test the air pump through the debug page of laserbox software, steps as below:

a. Put a small piece of paper under laser-head.

b.Go to the laserbox software debug page by pressing CTRL+F1  (Command + F1 for Mac).

c. Press “Air Pump On” and check if there is any sound from Air Pump (need listen carefully), please also  check if the small paper moves while Air Pump on. Please refer to the phenomenon in this video.

  1. If there isn’t any sound from Air Pump and the paper didn’t move at all,then need to check the two points below:

a.  if the connection between main board with Air Pump is ok or not. Here is the image to show the air pump cable interface on the mainboard:

Here is a reference video guiding how to disassemble the machine to find the mainboard (just refer part of the video, no need to totally disassemble the board).

b. check if the intake-tube and outlet pipe get stuck. Here is a video for reference how to disassemble the  left part shell of the machine to find the air pipe (just refer to part of the video).