Getting Help


#1

Your Glowforge is amazing. And you’re amazing for using one! But even the most-capable among us can run into snags that we need help with. Here are some guidelines that will hopefully help you, well, get help! :slight_smile:

At the time of this writing there are 2 ways to get help directly from Glowforge Support. 1) Post in the Problems And Support category or 2) e-mail support@glowforge.com. For the best possible service, you’ll want to pick one of those options, never both. Either will give you the same great service from Support. However, posting in the forum will also get you answers from your fellow Glowforge owners. As you can imagine, you’ll likely get responses from your fellow owners much sooner than from a Support representative. Of course, those answers are unofficial and should be considered carefully before acting on such advice. That said, most of the folks here are extremely willing and very much able to help.

Regardless of which support method you choose, you’ll want to provide as much useful information as possible so somebody can assist you quickly. Include some or all of the following information:

  • Date/Time/Timezone of the issue
  • A clear description of the issue. Pictures/screenshots can be a great help!
  • What OS and Browser you used
  • Does the issue happen when using Proofgrade material with its associated Proofgrade settings?
  • Can you replicate the issue?
  • If applicable, and if you feel comfortable sharing it, include the artwork that’s causing you a problem.

While you’re waiting for somebody to reply, here are some little things that, depending on your issue, could get you up and running:

Restart your wireless router

Power off the unit
Open the lid
Gently move the gantry and head so the head aligns with the lid camera
Close the lid
Power on the unit

Clean the things that should be cleaned. https://glowforge.com/support/topic/cleaning-service-and-moving/cleaning
Believe it or not, this simple effort can make a huge difference in your results.

Check out the official troubleshooting page:
https://glowforge.com/support/topic/troubleshooting

Also, there’s the general support page full of info: https://glowforge.com/support

I hope you find this information to be useful in assisting you get assistance!

Have a glowing day!


#2

Nicely done! :grinning:


#3

Excellent post, Tom! I’d also suggest carefully reading https://glowforge.com/support/topic/troubleshooting as well as the rest of https://glowforge.com/support – both are chock-full of helpful tips, hints, and procedures!


#4

Very good.
I would add when support gives troubleshooting steps and asks for a result, do them the courtesy of answering. By the time they can get to you, you may have solved the issue, but I have seen a bunch of posts by them requesting an answer that goes unanswered, and the ticket gets closed 10 days later.
Besides just being the right thing to do, it helps them understand if their solutions were effective - and it would help other users to know what your outcome was in case they have similar problems.


#5

Added to the OP. :slight_smile:


#6

Great post, Tom!