Have you tried a cleaning wipe of the lid camera & top of the head followed by moving the head into the center under the camera before turning it on? And make sure there’s nothing on the bed that has a roundish GF logo sized hole in it (I’ve had it confused by such a hole).
What is the statistics and OQE for this statement?
I have had nothing but great response in their support and have never been left high and dry.
GF has made a good community who you are interacting with directly in your post. Do you have more information on your issue? Have you reached out to glowforge support? If so, is the amount of information you provided the same as what you have posted? It is useful to provide any app screen shots and descriptions of the issue and delta from normal operations.