Glowforge won't get past scanning

My machine (Glowforge Pro) is stuck on scanning and won’t work. I have read through the forums and tried all the things - cleaned the air assist fan, cleaned the lens, restarting the wifi connection, checked the cables are plugged in. From what I’m reading it seems the main black cable is often the issue…has anyone else experienced this problem?

If you’ve read through the forums and tried all the things, then it’s likely you’ve discovered this isn’t uncommon and, most often, requires that cable be replaced. Support will probably ask for pics of the cable connections before sending one out.

Thank you for checking that out for us. Since everything is connected properly, it’s likely that the black cable on the lid has a problem. I’ll close this thread and follow up with you through email to help get you printing again as soon as possible.