Is it that the cut doesn’t go through all the way? I had a similar set of issues and it took a while for support to resolve everything, but they eventually did and my latest machine has been a dream. I almost forgot what it was like to have it work so effortlessly (this being my 3rd glowforge.)
Here’s my thread with the steps. Mine didn’t collide with sides, so maybe there are other issues but there are good suggestions here: