Glowforge gimble won't move during bootup process

Glowforge has been working without issues for some time, deep cleaned recently, just cleaned lenses and printer head a couple of days ago. After an engrave I did today, went to move on to the next project and the bed image would not refresh. Said it was focusing. Turned the unit off and back on again, and the arm will not move. app says it is moving and homing, but it does nothing, and sticks on focusing with no image refresh. Have checked to make sure its still on rails, all connectors are connected and secured, wifi is 100% and connectivity is solid. No idea what is going on. Any help is appreciated!

Support will have to verify but it sounds like a black ribbon problem.

I see you already emailed us about this and you’re working with Adam on it there, so I’m going to close this topic.