Brand new machine stuck in focusing after one print

I am beyond frustrated. My machine did okay for about a week and now every time I use it, It will print one time and get stuck on focusing. I’ve been through all of the trouble-shooting steps. It’s not the lense. They have been cleaned and all of the connections are good. Plus it randomly started printing way off center for the one cut that I am able to do. I am very close to sending this thing back. There is no reason that any machine that you spend $6,000 on should have problems like this. Support has not answered any of my emails

First, I’m so sorry that your new Glowforge isn’t operating properly. We are here to help and will make sure it’s working well.

Also, I’m concerned that we might be having email trouble. I see one email from yesterday which we replied to this afternoon. Did you send additional messages? Would you please double check your spam folder and see if you got a reply from us and let me know?

In case the message didn’t arrive, here’s what it said:
I extracted the logs from your Glowforge to investigate the problem, and it seems like your unit is running into trouble during the calibration step in which the lens focuses inside the printer head (you may hear this when it’s happening - there’s an audible “ticking” sound as the lens moves up and down in the head). There are a few different reasons this error may be occurring.

Could you please check a few things for me to help narrow it down?

  1. Check the printer head lens by following steps 1-5 from these instructions: If you see anything unusual such as damage to the lens or debris in the printer head, please take a photo of it and attach it to your reply
  2. If you are using magnets to secure material to the crumb tray of your Glowforge, please remove or reposition them and try again. Magnets placed close to the printer head may cause trouble during calibration
  3. Check the connection of the printer head to the white ribbon cable in the printer arm. Turn off your Glowforge, unplug the head, and plug it back in. Note whether the cable plugs back in securely, and whether you feel it “click” into place

Let us know how it goes - thanks!

Rita, I did find that the email was in my spam folder, I apologize. I have cleaned the laser head and checked all connections. I just re-calibrated the camera. It is still stuck on focusing. I have done all of the steps you mentioned. Please tell me what my next step is.

Thank you for the update and for the information that you’ve tried the troubleshooting steps we sent. Unfortunately, it looks like your unit is experiencing an issue that we can’t resolve remotely. I want you to have a reliable unit, so I’m recommending we replace this one. I’ll be in touch via email shortly to sort out the details. I’m so sorry about the bad news.