I was in the middle of scanning an item yesterday when the online Glowforge app went down. I refreshed and saw the screen saying there were issues and I stepped away until the app was back online. It came back up but ever since then my Glowforge gets stuck on scannning unless I power it on and off. Now every time I cut I have to restart my machine in order for it to cycle through to the point were it will cut.
I have refreshed, logged out, turned it off, reset my wifi. This started after the outage and still hasn’t been resolved. I wrote into support but of course it will be weeks before I hear back and this is my busiest time of the year.
(You’ve opened a second support ticket by posting here. They usually respond in less than a day, nowhere near “weeks,” but they do end up having a lot of duplicate tickets to wade through, so maybe next time just open one and try to be patient! )
It just bothers me that everyone wants them to hurry up, but nobody thinks about the fact that wading through thousands of duplicate tickets daily has to severely impair their ability to respond in a timely manner. If you want forum input you can post anywhere else in the forum OTHER than Problems and Support, and we’ll jump in to help without you having opened yet another ticket that has to be resolved.
I run a software company… that is the nature of the business.
Just because it bothers you doesn’t change the fact that I need to figure out what is wrong with my machine. This area of the forum is called problems and support. Guess what I have… a pretty big problem and yes, I have had issues with my machine before (sent a refurb without a lid attached and it took almost a week for a response… and even longer for a replacement)… so speaking from experience.
If clearing your cache doesn’t do the trick, then you need to run through the steps here:
The “stuck scanning” issue is a local problem, and unlikely to be connected to the outage they experienced yesterday. It’s almost always a wifi issue, but can also be a cable problem or an issue with the lighting / material in the bed. Starting down the list of troubleshooting steps while you’re waiting for them to respond will save some time once they get here.
It’s not a wifi issue. I have shut it down and reconnected. All of my other machines are fine. The only variable between being able to cut perfectly and not being able to cut was the outage. I stepped away and have not been able to cut since then. There was no other change.
I’ve gone through the other trouble shooting steps and i guess I will need to wait for their response.
You really can’t rule that out so easily. The GF is notoriously picky about its wifi connection – your other machines working fine is no indication that it’s fine for GF. Your neighbor might have bought a new appliance that’s interfering on your 2.4GHz channel; all sorts of things can happen that will affect the GF and nothing else.
I don’t go back on my word… hell, if its just wifi 'Ill ship you this brick (pro) so you can deal with it. The lid was sent to me half on but thats another issue… I need a faster machine to keep up with my business anyway.
95% of all issues I have had have turned out to be wifi related. Something that has helped tremendously is to set up a dedicated 2.4GHz channel just for the GF. Working in the tech world you know how finicky the 2.4 part of the spectrum can be… anything and everything can affect it. It could be something as innocent as moving the location of another smart device.
Try the dedicated channel and see what happens. If it doesn’t work, no harm done.