AURA Stops after a few mins of printing

Community Support
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Just bought an aura (Dec. 2023) and it won’t make it through a complete print. After a few minutes of printing system just stops, laser shuts off and no movement. Software tells me there is an error (very vague) and then just completely refreshes application back out to the main home screen.

We a had a few print prior cut just fine but now we can’t get any print to work. Yes, we changed prints and material with the same results. Yes, I’ve cleaned the lens, camera and laser as well as rails. We also contacted support team, no response…

Not a good start, when we first took this out of the box and started it up it makes a high pitch squeak, looks like the side rails (where the plastic has what appears to be gear shaped teeth) has a mechanism that’s riding along that under-carriage channel. This isn’t good, you shouldn’t have any drag along a slide rail where there are stepper motions is involved…

Good thing it’s a nice cold day out, good day to do some crafting!!! (xTool?)

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Tried again, this is the only error they display.
image

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A) did you at least get an auto reply that they got your email? That would have happened immediately

B) Did you try calling the support phone number?

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Yes, we got the auto response.

No, haven’t tries to call the support number.

5

Oh good, so they did respond. Did you answer the questions they ask in that auto-response? If not, they’re likely waiting on you.

When you changed prints, did you switch to a :glowforge: provided design? (Gift of Good Measure is recommended)?

So turn it off. Return the head to the top left corner. Clear the cache on your browser (or switch to a different browser). Open the Gift of Good Measure. Turn on your :aura: and hit print. Let us know!

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It did the same thing again–stopped mid print and gave the error message. We did get a response from GF to send them some pics and unplug the laser head from the cable and try again. That did not correct the issue either.

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I am having the same issue. Will call them and see what help I can get. Following

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I’m taking offers on a new flow forge Aura, it has some minor issues (Like printing/cutting) but I’m sure someone else can figure it out! Seriously, the response i got back from this company are less then helpful and for the most part telling me do the same things i have already tried. This is a brand new unit, why on earth wouldn’t they call the ball and tell me to just return it for a new one, maybe the truth of the matter is they don’t know what the issue is but they sure can tell me how many prints i have tried…

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Hi @angd1 - I’m so sorry to hear about your experience. How old is your Aura and what was the final response from the Support team?

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