Thanks for the help, @ben1, that’s right. @ppipa1, I’m so sorry you’re having trouble. It looks like you might be having Wi-Fi issues.
The most common solution to Wi-Fi challenges is to restart all the devices involved in connecting to the internet.
- Turn off the computer, phone, or tablet that you’re using
- Turn off your Glowforge
- Unplug your modem
- Unplug your Wi-Fi access point
- Wait one minute, then plug everything back in and turn them back on
If that doesn’t work, we have two more suggestions that often make a big difference:
1. Improve the signal path between your Glowforge and your Wi-Fi access point
Wi-Fi signals need a clear path. Remove physical barriers, and move devices closer together:
- Move your Wi-Fi access point up high and make sure it’s in an open space. Avoid locating your Wi-Fi access point on the ground, under a desk, in a cabinet, or in a corner where its signal can be blocked.
- Relocate your Wi-Fi access point closer to your Glowforge
- Move your Glowforge closer to your Wi-Fi access point
- Install a Wi-Fi range extender closer to your Glowforge
- Run an ethernet cable and install a second Wi-Fi access point next to your Glowforge
2. Reduce electronic and Wi-Fi interference
If your unit is near other devices that use Wi-Fi or a large number of electronics, temporarily turn off other electronics and devices in the area.
If the trouble continues, could you please run one more test?
This test requires a laptop or desktop computer. If possible, try these steps from a laptop computer placed on top of your Glowforge (and on the same Wi-Fi network) for the most accurate results.
- Run the test:
- Mac: Open Finder/Applications/Utilities/Terminal, then type the following command, and press the return key: ping -c 50 app.glowforge.com
- Windows: Open the Windows Run dialog box by pressing the Windows key + R
In the dialog box, type “cmd”, then “Run” or “OK”
Type the following command, then press the return key:ping -n 50 app.glowforge.com
Allow the test to finish. When it is complete you will see results under a “ping statistics” header.
Take a screenshot of the results
- Mac: Press Shift-Command-4 and click and drag a box around your image. You’ll find the screenshot file saved on your desktop.
- Windows: Click on the Start Menu and type “snipping tool”. Open the Snipping Tool > New then click and drag a box around your image. Click the Save icon and name and save your file.
- Reply to this post with the following:
- The file you saved in Step 3.
- A description of what’s happening, what you’ve tried, and what results you’ve seen so far.