HELP! Burnt and Broken Ring in Laser Head

Had my glowforge plus for a month now and it was working great until last night! All of a sudden the engraving became weak and the laser is not cutting through even on proofgrade materials on the standard settings. I cleaned each part as instructed on the glowforge website . Still not working properly.
UPDATE i found a burnt and broken rubber grommet inside the laser head. Im assuming this is the problem but not sure how to fix it. This machine is only a month old! I assume this is the rubber ring that keeps the lense secured inside the metal ring since the lens is now loose .I have attached a picture. Glowforge help!

They’ll be in touch. I’m going to change the title of your thread so they know it’s a part problem…might be a little quicker.


Thank you


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