Thanks for reaching out. I’m sorry your unit is having trouble.
Please try the following to start:
- Turn off your Glowforge
- Holding only the finished black surfaces, grasp the printer head as shown. Pull gently up and back to disengage the magnets and remove the head.
- Push down fully on the wire ribbon tab to unplug the wire ribbon from the printer head. Pull the wire ribbon gently away and tuck it into the laser arm.
- Take a clear photo of the gold pins inside the printer head where you just unplugged the wire ribbon
- Pick up the printer head and wire ribbon. Make sure the tab on the wire ribbon is facing up. Slide the ribbon into the head until it clicks.
- As shown, lower the printer head over the metal plate so that it rests next to the two round posts. Then push it gently away from you – you’ll feel a “click” as magnets pull the printer head until it sits snugly atop the metal plate.
- Gently move the printer head so it sits under the camera
- Turn your Glowforge back on
- Send us the photo of the gold pins from step 4.
Thanks in advance!