Providing detailed information helps our support team diagnose issues faster and offer an accurate solution.
When submitting a troubleshooting request for an LP series laser unit, please include as much of the following information as possible.
1. Issue Video or Photos
If your device is malfunctioning, please provide visual evidence of the issue.
- Record a video showing the problem during operation, including any error messages that appear.
- If the video file is too large to attach, upload it to a cloud service such as Google Drive, WeTransfer, or Dropbox and share the download link with us.
- If recording a video is not possible, clear photos of the issue are also acceptable.
- If the issue occurs intermittently or is difficult to reproduce, please describe the exact steps you performed and what happened in as much detail as possible.
2. LDS Software Version
Please provide the version of LaserPecker Design Space (LDS) you are using.
On PC
(1) Click the Settings button in the upper-left corner of the software.
(2) Open About LDS.
(3) The Software Version will be displayed on the screen.
On Mobile
(1) Tap the User icon at the bottom of the home page.
(2) Navigate to Account Settings.
(3) The Software Version information will be displayed.
3. Firmware Version
Please provide the firmware version of your laser unit.
On PC
(1) Connect your laser unit to the LDS software.
(2) Click the ⚙ Settings icon in the upper-right corner.
(3) Select Basic Information. The Firmware Version will be displayed.
On Mobile
(1) Connect your laser unit to the LaserPecker Design Space App.
(2) Tap Create to open the canvas.
(3) Tap the ⚙ Settings icon in the top-right corner. Scroll down to find the Firmware Version.
4. Device Model & System Information (Phone or Computer)
Please provide the model and operating system information of the device you are using.
On PC (Windows)
(1) Type System Information in the Windows taskbar search field.
(2) Open System Information.
(3) Select System Summary in the left panel. Review the device information displayed on the right.
On Mobile
(1) Open Settings on your phone. (⚙️) (2) Scroll down and select About Phone, My Device, or a similar option (the exact name may vary by brand). (3) Check details such as Phone Model and System Version. |
5. Project File (LP File)
Please export and send your project file, which contains the engraving mode and parameter settings used.
On PC
(1) Click File in the upper-left corner.
(2) Select Save As to export the project file.
(3) Attach the exported file when contacting support.
On Mobile
(1) Import your design to the canvas.
(2) Tap Save to store the project in My Creation.
(3) On the home page, tap User.
(4) Open My Creation.
(5) Find the design you want to share.
(6) Tap ... and select Share.
(7) An LP file containing the design and processing parameters will be generated automatically. Attach this file when contacting support.
6. LDS Software Logs
Software logs help our team analyze potential software issues.
On PC
(1) Launch the LDS app and operate the machine as usual until the problem occurs.
(2) Close the software.
(3) Locate the software log folder, compress it into a ZIP file, and send it to our support team.
On Windows
Open File Explorer and enter the following path (replace the username with your own):
Example:
C:\Users\Administrator\AppData\Roaming\laserpecker_design_spaces
On macOS
- Open the Terminal.
- Enter: <cd "Library/Application Support/laserpecker_design_spaces">
- Press Enter.
- Then type: <open .>
- The folder will open automatically.
On Mobile
(1) Use the software as usual.
(2) If an error or bug occurs, take a screenshot.
(3) The app will automatically generate a log file.
(4) Save the log and send it to us via email.
7. Product Serial Number (SN)
Please provide the Serial Number (SN) of your device.
Refer to the table below to locate the SN position for each product model.
| Product | SN Position |
|---|---|
| LP1 | |
| LP2 | |
| LP3 | |
| LP4 | |
| LP5 |
8. Mode Settings Screenshot
Please provide a screenshot of the Mode Settings page so our support team can review the engraving parameters used.
On PC
(1) Connect your laser unit to the software.
(2) Click the ⚙ Settings icon in the upper-right corner.
(3) Open Mode Settings.
(4) Take a screenshot of the settings page.
On Mobile
(1) Connect the device to the LaserPecker Design Space App.
(2) Tap Create to enter the canvas.
(3) Tap the ⚙ Settings icon in the top-right corner.
(4) Open the Mode Settings page and take a screenshot.
9. Wiring Diagram & Workspace Environment
Workspace Environment Check
To ensure stable operation and optimal engraving performance, please check your working environment for potential interference, such as:
- Excessive vibration
- Dust or debris
- Abnormal temperature or humidity
- Possible electromagnetic interference
Cable Connection (Device and Accessories)
Please provide a photo or diagram showing how the device and accessories are connected.
This helps our support team verify whether the wiring is correct and identify potential connection issues.