ood morning all
I received my machine 1 week ago, until I made some cuts and simple engraving in order to discover the machine.
This afternoon after cutting a word my machine stuck on focusing and my button appeared in orange.
I looked at all the topics, my white ribbon is connected, I turned off, turned on the machine, I turned off the internet! I think I tried everything but nothing to do
do you have any other idea?
I am desperate, I live in France and I have waited a long time for this machine
If you havenây tried it yet. Turn off your machine disconnect the white ribbon cable going to the head and take a photo of the pins. I am also wondering what is the temperature of the room your machine is in and what model do you have?
The area you should take a picture of is this part here.
You might want to also check all your lid cable connectionsâŚ
Turn off your unit.
Open the lid.
Using both hands, gently roll the laser arm to the front of the unit.
There are 5 clips pictured below. Check each one to ensure it is closed. The clip should lie flat, and you shouldnât be able to flip it in any direction. Check that the cable is not kinked or bent where it passes over the metal lip at the green arrow shown.
If any of the clips are open, ensure the cable is inserted straight into the clip and close the clip.
If any of the cables are misaligned in the clip, take a photo of the clip and cable and send it to Support before you proceed.
Do NOT try to adjust or reseat the cable without the okay from Support.
You can the electronics.
If all the clips are aligned and closedâŚclose the lid.
Let Support know the results of the inspections and they will let you know the next steps after they have reviewed your logs.
Reconnect to your usual Wi-Fi network and email the .zip file to support@glowforge.com. Let me know when youâve sent the file over and Iâll take a look right away
Please let me know if you run into any difficulty with these steps. Thanks!
Thank you for your reply. I carried out the manipulation, I downloaded the zip file but I cannot send it to the address support@glowforge.com it tells me that the address does not exist.
Thank you! Thatâs very odd - the email address is certainly our usual support address, and I can confirm weâre still receiving inbound emails. If youâd be comfortable sending it to me via a community forum private message, please do so. Additionally, could you please try one more time and let me know if youâre able to calibrate now?
Thank you for everything! How long will it take to get an answer? If the problem is material, how does it work? I am quite worried because I pay attention to my equipment and I do not understand why it started to stop working suddenly
Iâm sorry for the delay as we actively investigate this. Iâve made a small change on our end that should clear this up. Could you please do the following for me so that the change can be applied?
Turn off your Glowforge.
Wait at least 10 seconds.
Turn on your Glowforge (please do not touch the button on top of the Glowforge - only the switch on the back).
Once the Glowforge is on, wait around two minutes, so it can download and apply the necessary updates.
When the update is complete, your unit should reboot on its own.
Your Glowforge should proceed to connect and calibrate, then youâre ready to print!
If at any point during these steps, the button on top of your Glowforge glows with any color other than white, or if you run into any other trouble, please stop and let us know.
I turned the glowforge back on, after 10/20 seconds the light again turned orange. I waited a few minutes, the button went white again then after 10 seconds the LED became orange again âŚ
So I turned it off again then on again, the light is still orange, focusing
The laser does not move
Iâve just heard back from our engineers and I have good news. A modification to the earlier update has been put in place that should clear things up, but Iâll be on hand by email make sure everything is working right.
Could you please try these steps one more time?
Turn off your Glowforge.
Wait at least 10 seconds.
Turn on your Glowforge (please do not touch the button on top of the Glowforge - only the switch on the back).
Once the Glowforge is on, wait around two minutes, so it can download and apply the necessary updates.
When the update is complete, your unit should reboot on its own.
Your Glowforge should proceed to connect and calibrate, then youâre ready to print!
Looking forward to your reply! Let me know how it goes.
Unfortunately, it looks like your unit is experiencing an issue that we canât resolve remotely. I sincerely appreciate your help with this, and Iâll be in touch via email to sort out the details. Iâm so sorry about the bad news.