Remote Support Case Study · Michigan, USA
How We Resolved X/Y-Axis Following Error on an EDS3000 Fiber Laser Cutter
A following-error alarm is not always a servo hardware failure. In this remote support case, measured-motion calibration and one encoder-direction setting restored stable, accurate X/Y-axis travel.
The symptom: axes could jog, but the controller would not move them
A Michigan customer reported that the HCFA X and Y axes could be jogged in HSC Studio, but would not move when commanded through the EDS3000 controller. The system also displayed multiple alarms, including joint 0 following error and following-error messages for both the X and Y axes.
Because the Z axis was operating normally, the support team focused the diagnosis on X/Y motion parameters, feedback direction, and the machine's non-standard transmission structure.
Important: A following-error alarm means the controller's commanded position and encoder feedback do not agree within the allowed tolerance. Before replacing parts, verify the mechanics, command scaling, and encoder direction.
System configuration
| Component | Configuration in this case |
|---|---|
| Control system | EDS3000 |
| Cutting software | RayTools XC3000S, upgraded from 2DCutAhead V2.0 to V2.4.2.48298 |
| X-axis servo | HCFA SV-X series, 220 V, 2.5 kW |
| Y-axis servo | HCFA X5 series, 220 V, 1.5 kW |
| Z-axis servo | Yaskawa; operating normally |
| Power supply | Mean Well LRS-600-24, 24 V / 25 A |
| Transmission | Ball screw + timing belt + sprocket combination |
Why the mechanism matters: this machine did not use a standard rack-and-pinion drive. Its ball-screw, belt, and sprocket combination means a standard rack-and-pinion calculation cannot be assumed to produce the correct pitch value.
Step 1: diagnose with measured travel, not assumptions
The first remote review identified pitch settings as a likely cause. The team then used a simple but essential test: command a known travel distance and physically measure the true movement.
Y-axis finding
The customer commanded 100 mm. The axis initially appeared to move about 83 mm; repeated verification confirmed the actual travel was 70 mm. This showed that the scaling parameter required correction.
X-axis finding
The X axis showed a much larger mismatch and repeatedly alarmed. A 100 mm command could produce severely incorrect travel, making it clear that calibration alone might not be the full cause.
Corrected pitch = Current pitch × (Actual travel ÷ Commanded travel)
Use consistent units for both measurements. After changing a parameter, perform the same test again before making another adjustment.
Step 2: correct the Y-axis pitch
With a 100 mm command producing 70 mm of real movement, the measured ratio was 0.7. The support team recalculated the Y-axis pitch and verified the result with another travel test.
Known encoder setting
10,000 pulses, the drive's default setting.
Verified final Y pitch
8.53658
After the correction, the Y axis moved accurately and its following-error condition was cleared.
Step 3: identify the X-axis root cause
The X axis still produced a following-error alarm even when pitch values were being adjusted. The decisive finding was that encoder reversal had been activated. That reversed feedback relationship was the root cause of the persistent X-axis error.
After correcting the encoder direction, the team recalibrated the X-axis pitch using measured travel. Starting from a test where 100 mm commanded movement produced 205 mm actual movement, the correction ratio was 2.05. Fine adjustment then brought the axis into tolerance.
Final X pitch
16.6419
Final verification
500 mm commanded = 500 mm actual
Key lesson: if an axis continues to show following error after a scaling correction, check encoder direction before repeatedly changing pitch values. Incorrect feedback direction can make a correctly calculated parameter appear ineffective.
Final result
Following error cleared and measured travel restored.
Following error cleared; 500 mm commanded travel matched 500 mm actual travel.
RayTools software updated to V2.4.2.48298.
The customer confirmed that enabling the correct encoder-reversal setting resolved the issue. This case was completed through three days of WhatsApp and AnyDesk remote support.
Practical checklist for future following-error cases
- Confirm which axes are affected and whether they can jog through the servo software.
- Check that the machine has completed homing and that relevant safety or height-controller alarms are resolved.
- Command a known distance, then measure the actual travel at the machine.
- Use the measured-motion formula to correct the pitch value; retest after every change.
- Verify encoder pulse settings and encoder direction before assuming a servo drive has failed.
- For non-standard mechanical transmissions, calibrate from real movement rather than applying a generic formula.
- After the repair, test short and long moves, then save a backup of the final parameters.
Safety note: Servo and controller parameters affect machine motion. Only qualified personnel should change them, with the machine in a safe state and the axis clear of people, tools, and workpieces.
