It could be that the material was warped and not perfectly flat against the honeycomb tray. Even the slightest warp can be enough to defocus the laser and result in a poor engrave. Have you had a chance to cut the honeycomb hold down pins to compensate for materials that aren’t flat. If not, I suggest you give them a try. Here is a link to the file. Honeycomb bed holdown pins
Official support personnel will get back to you and can be more helpful, but while you wait I would suggest printing the Gift of Good Measure on proofgrade material using proofgrade settings. If it doesn’t turn out perfectly, post pictures of the result (front and back if it doesn’t cut completely through) along with the date and time of the print. Support can then look at your machine logs and be able to offer assistance.