Troubleshoot and Resolve Arc Break on Portable Gantry CNC Plasma Cutter.
Customer Background
On the morning of July 17, 2024, we received a message from a customer in Ghana,Mr Lovelace . He contacted us via WhatsApp, introducing himself and mentioning that he learned about our portable cnc cutting machine through Gusheng YouTube channel.
Customer Background
On the morning of July 17, 2024, we received a message from a customer in Ghana,Mr Lovelace . He contacted us via WhatsApp, introducing himself and mentioning that he learned about our portable cnc cutting machine through Gusheng YouTube channel.
Lovelace had encountered issues with a portable cnc plasma cutting machine and was seeking our assistance.
Problem Description
During our conversation, Lovelace detailed the problems he was facing. He mentioned that the arrow keys on his Portable gantry CNC plasma cutting machine were not responding correctly. When he pressed the up button, the machine moved backward instead of forward. This malfunction significantly disrupted his operations and usage.
The customer provided a detailed description of the problem in his messages:
2024/7/17 13:02 – Lovelace sent a photo of his portable gantry cnc cutting machine.
Problem Description
During our conversation, Lovelace detailed the problems he was facing. He mentioned that the arrow keys on his Portable gantry CNC plasma cutting machine were not responding correctly. When he pressed the up button, the machine moved backward instead of forward. This malfunction significantly disrupted his operations and usage.
The customer provided a detailed description of the problem in his messages:
2024/7/17 13:02 – Lovelace sent a photo of his portable gantry cnc cutting machine.
2024/7/17 13:03 – He explained: “The arrow keys does not correspondence to the movement. Assuming you press the up button to go up it would rather going back.”
Our Suggestions and Solutions
After understanding the specifics of the customer’s problem, we asked additional questions to better assist him:
Our Suggestions and Solutions
After understanding the specifics of the customer’s problem, we asked additional questions to better assist him:
2024/7/17 13:07 – I asked: “is this your portable cnc cutting machine?”
2024/7/17 13:07 – Lovelace confirmed: “Yes sir.”
2024/7/17 13:07 – I continued: “where did you buy it?”
2024/7/17 13:08 – He responded: “China.”
2024/7/17 13:09 – I suggested: “from which supplier? You can contact with your supplier, dear.”
2024/7/17 13:10 – Lovelace replied: “Mark”
2024/7/17 13:10 – I stated: “I did not know him, so do you check with him first? If he cannot solve, maybe we can figure out other solutions.”
We advised Lovelace to contact his supplier-Mark, to explain the problem and seek technical support. If the supplier couldn’t provide effective assistance, he could consider other options, such as seeking local technical support or contacting relevant after-sales service teams.
2024/7/17 13:07 – Lovelace confirmed: “Yes sir.”
2024/7/17 13:07 – I continued: “where did you buy it?”
2024/7/17 13:08 – He responded: “China.”
2024/7/17 13:09 – I suggested: “from which supplier? You can contact with your supplier, dear.”
2024/7/17 13:10 – Lovelace replied: “Mark”
2024/7/17 13:10 – I stated: “I did not know him, so do you check with him first? If he cannot solve, maybe we can figure out other solutions.”
We advised Lovelace to contact his supplier-Mark, to explain the problem and seek technical support. If the supplier couldn’t provide effective assistance, he could consider other options, such as seeking local technical support or contacting relevant after-sales service teams.
Conversation Summary and Next Steps
Through this conversation, we identified the specific issues the customer was facing and provided an initial solution. Lovelace agreed to contact his portable cnc plasma cutter supplier first and reach out to us again if further assistance was needed.
To better serve the customer, we also suggested the following:
Record Detailed Issues: If the supplier needed more information, Lovelace could document all specific operational steps and symptoms of the problem.
Maintain Communication: During communication with the supplier, Lovelace should provide complete information and video evidence to help them diagnose and resolve the issue more quickly.
Alternative Solutions: If the supplier couldn’t resolve the problem, we could discuss other possible solutions, such as remote assistance or recommending local repair services.
By addressing the customer’s immediate concerns and establishing a solid foundation for communication, we ensured that Lovelace could quickly receive help if he encountered further issues in the future.
Through this conversation, we identified the specific issues the customer was facing and provided an initial solution. Lovelace agreed to contact his portable cnc plasma cutter supplier first and reach out to us again if further assistance was needed.
To better serve the customer, we also suggested the following:
Record Detailed Issues: If the supplier needed more information, Lovelace could document all specific operational steps and symptoms of the problem.
Maintain Communication: During communication with the supplier, Lovelace should provide complete information and video evidence to help them diagnose and resolve the issue more quickly.
Alternative Solutions: If the supplier couldn’t resolve the problem, we could discuss other possible solutions, such as remote assistance or recommending local repair services.
By addressing the customer’s immediate concerns and establishing a solid foundation for communication, we ensured that Lovelace could quickly receive help if he encountered further issues in the future.
Follow-up Conversations
2024/7/18 09:00 Lovelace: Mr. King Guan, I checked the system settings as you suggested, but the problem still exists. Mark finally replied, but he did not give an effective solution.
2024/7/18 09:10 Gusheng: Very sorry to hear that. What exactly did Mark Guo say?
2024/7/18 09:15 Lovelace: He said I was too persistent and called me “crazy.” He just told me to keep trying basic operations, but the problem persists.”Mark said: I tell you that you are not fit to learn machines, give up, brother, and do not torture yourself.”
2024/7/18 09:16 Lovelace:”Brother, that man can only sell; he is not capable of helping (after sales).”
From Lovelace’s conversation with Mark, we realized that Mark was a very irresponsible and impatient person. It would be difficult for Lovelace to get effective help from Mark. Therefore, We decided to provide full technical support for free to help Lovelace solve the problem as soon as possible.
2024/7/18 09:20 Gusheng: That is a disappointing response. Do not be discouraged; let’s keep working on this. I will guide you on what to do.
Why does the portable plasma cutting machine’s direction keys not work as expected?
If only the direction is reversed and no other parameters are changed, the fastest way is to switch the two wires on the drive of this axis, or restore the modified software parameters.
For Gusheng portable CNC cutting machine, just put the this file (contact us for file)on a USB flash drive, and then
F4 parameter settings → parameter import, to restore.
After confirming the root cause of the problem, I guided Lovelace through the correct operation steps. To ensure proper operation, I explained each step and precautions in detail. Lovelace followed my instructions step by step and restarted the machine after completing the steps for testing.This time, the direction keys on the portable cnc cutting machine worked normally, and the problem was finally solved.
Lovelace was very happy and expressed his heartfelt thanks for my help. He said that without my guidance, he might still be confused for a long time and even need to hire a professional technician to solve the problem, which would not only be time-consuming but also incur additional costs.
Solving the Arc Break Alarm Issue:
Unfortunately, the next day, Lovelace encountered a new problem: an “ARC BREAK ALARM” kept appearing during cutting.
Why does the portable CNC plasma cutting machine show an “ARC BREAK ALARM” during cutting?
Several reasons can cause an arc break warning:
Low current
High torch
Fast speed
Low air pressure
Broken torch
Incorrect parameter settings
To troubleshoot Lovelace’s machine, we asked Lovelace to shoot a cutting video from this angle:
High torch
Fast speed
Low air pressure
Broken torch
Incorrect parameter settings
To troubleshoot Lovelace’s machine, we asked Lovelace to shoot a cutting video from this angle:
when shooting the video, find an angle to simultaneously capture the arc voltage height controller, CNC display screen, and torch. We need to see clearly what happened to the torch, arc voltage height controller, and CNC display when the machine malfunctioned in the video.
From Lovelace’s video, we determined that the issue was with the settings of the arc voltage height controller.
How should the arc voltage height controller be set?
Please watch this video, which teaches you how to set the arc voltage height controller correctly:
After checking and setting the plasma torch height controller, Lovelace successfully solved the problem.Next, Lovelace experimented with cutting metal sheets using the portable gantry CNC cutting machine.
From the cutting videos he provided, the cutting effect was not very good, and some shapes were not cut through.What could be causing this?Next, we need to set the correct parameters according to the specific material needs to cut:
After solving the problems, to ensure Lovelace can better use the CNC plasma cutting machine, I provided further training. I recommended some useful reference materials and video tutorials covering basic CNC machine operations, maintenance tips, and solutions to common problems.
I also explained how to back up and restore system parameters to quickly return to normal work when encountering similar problems. Lovelace listened to my advice carefully and said he would follow these guidelines for operation and maintenance.
2024/7/22 15:16 – I asked: “So now the machine is working normally, right?”
I also explained how to back up and restore system parameters to quickly return to normal work when encountering similar problems. Lovelace listened to my advice carefully and said he would follow these guidelines for operation and maintenance.
2024/7/22 15:16 – I asked: “So now the machine is working normally, right?”
2024/7/22 15:17 – Lovelace: “Yes, Bro. Thanks a lot. I would surely send you a video pronouncing your name and hailing you.”
Through this interaction with Lovelace, I deeply realized that many customers turn to other technical experts due to the inadequate after-sales service of their original portable gantry cnc plasma cutter suppliers when they encounter technical problems. This not only troubles customers but also affects their work efficiency and satisfaction.
Through this interaction with Lovelace, we demonstrated the advantages of Gusheng Technology in technical support and after-sales service:
Professional technical team: Our technical team has rich experience and professional knowledge, capable of quickly diagnosing and solving various customer problems.
Selfless service spirit: Even if the customer’s Portable gantry cnc plasma cutter was not purchased from us, we are still willing to help. This reflects our sense of responsibility and service spirit towards customers.
Quick response and efficient resolution: We quickly solved the customer’s problem through remote guidance and detailed explanations, ensuring the customer’s work efficiency and satisfaction.
Inviting More Customers to Join Us
We believe that by providing high-quality products and excellent after-sales service, we can bring a better experience to our customers. If you encounter similar problems or want to learn more about our Portable gantry cnc plasma cutter, please contact us. We look forward to helping more customers and becoming your most trusted technical support partner.
Let us create more successful stories together and witness our company’s excellent technical support and after-sales service!
Through this interaction with Lovelace, we demonstrated the advantages of Gusheng Technology in technical support and after-sales service:
Professional technical team: Our technical team has rich experience and professional knowledge, capable of quickly diagnosing and solving various customer problems.
Selfless service spirit: Even if the customer’s Portable gantry cnc plasma cutter was not purchased from us, we are still willing to help. This reflects our sense of responsibility and service spirit towards customers.
Quick response and efficient resolution: We quickly solved the customer’s problem through remote guidance and detailed explanations, ensuring the customer’s work efficiency and satisfaction.
Inviting More Customers to Join Us
We believe that by providing high-quality products and excellent after-sales service, we can bring a better experience to our customers. If you encounter similar problems or want to learn more about our Portable gantry cnc plasma cutter, please contact us. We look forward to helping more customers and becoming your most trusted technical support partner.
Let us create more successful stories together and witness our company’s excellent technical support and after-sales service!