How to Help Us Troubleshoot Your Machine Faster

Applies to: All Thunder Laser machines  |  Contact: [email protected]

Troubleshooting is a process of elimination. The more information you provide in your first message, the faster we can identify the cause and get you back up and running. Please include the following in your initial support email.

1. Serial Number, Build Date, and Model

Find the Serial Plate on the rear of your machine. Send a photo of it along with your machine model name.

2. What Led Up to the Issue

Describe what happened just before the issue appeared. Include any recent events or changes, for example:

• Did you have a head crash?
• Did you switch to a new laptop?
• Did you just clean the machine?
• Any other recent changes to your setup?

3. A Video or Photo of the Issue

Capture the issue on video or in a photo when it occurs. If you missed it, try to reproduce the problem and record it. This eliminates ambiguity and speeds up diagnosis significantly.

One good video is better than describing the issue in a thousand words.

4. Software Version and Computer OS

Tell us which software you are using to control the machine (Lightburn, Lasermaker, RDworks, Ezcad 2, or EzCad 3), which version of that software, and whether you are on Mac or Windows.

5. Results from Knowledge Base Troubleshooting

If you have already worked through any Knowledge Base articles, let us know what you tested and what the results were. If you can cite the specific article you followed, that helps us even more.

6. Firmware Version

How you find this depends on your panel type:

LCD Panel

Click the Reset button — the firmware information will be displayed on screen.

Touch Panel

Navigate to: Menu >> Switch to the next page >> System Info

7. Project File from the Time of the Failure

Send us the actual project file (not just the graphic file) that was in use when the issue occurred. This lets us see all the settings that were applied at the time.

8. Preview on the Laser Screen

If the issue involves the machine not running the file correctly, send a photo of the laser machine's screen after the file has been sent and loaded, so we can clearly see the text and graphics as the machine sees them.