Glowforge Premium - app slowness

Problems and Support
#1

So, I’ve used three different browsers to try to pull up my design that has pulled up perfectly many times. It takes it more than 10 minutes to load, and then IF it loads, it takes a good 20-30 seconds for an artwork movement to reflect on-screen in the app.

Before anyone asks:
Cache cleared? yes
Cookies cleared? yes
Browsers restarted? yes
Computer restarted? yes
Browsers updated? yes
Try on a different computer? yes
All of the above applied to second computer? yes

What in the world is going on?

#2

Also, Browsers used:

Chrome
Firefox
Edge

#3

Are you willing to share your art (either with us or to support@glowforge.com)? If it also takes that long on a different system it’s likely something in the art itself. Not a small number of folks have found they accidently duplicated their work so it’s twice as large…

1 Like
#4

I have to believe there is something wonky with the file - even if you have used it before, sometimes things get corrupted. If you try loading a different file, say the Gift of Good Measure, and experience the same problem then it is your interface. If not, it is most likely the file.

#5

Hello @truittdaniel,

Thank you for reaching out to us. I’m sorry to hear you’re having trouble getting your design to load. I took a look at the logs from your unit just now, and it looks as though you might be having some connectivity trouble.

I can see that your Glowforge is able to connect successfully to your network, but it may be having trouble maintaining a stable connection. When this is the case, you won’t need to go through Wi-Fi setup again, but you may see an “Offline” message.

In these logs we have a record of the average signal strength the Glowforge is capturing from the network it’s connected to. On average, this signal strength has been low over the last week, with average strength at around -63dBm as of today .

For more context, on networks with very good signal strength, this will often run closer to -30dBm. A signal strength at -70dBm or lower would be very difficult to stay connected to.

The most common solution to Wi-Fi challenges is to restart all the devices involved in connecting to the internet.

  1. Turn off the computer, phone, or tablet that you’re using
  2. Turn off your Glowforge
  3. Unplug your modem
  4. Unplug your Wi-Fi access point
  5. 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
  1. 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.

Please let me know how it goes after trying the steps above. Thank you!

#6

It’s been a few days since we’ve heard from you. Would you let us know if you’re still experiencing trouble with app slowness?

#7

It’s been a little while since I’ve seen any replies on this thread so I’m going to close it. If you still need help with this please either start a new thread or email support@glowforge.com.

#8