We tried printing on the medium maple proofgrade materal with default engraving settings. The website was a bit slow, but we hit go anyways. The result is what’s on the left. It didn’t even graze the masking.
We repeated, but this time with manual settings: 525zoom/50pew/600lpi, and what you see on the right is the result.
If you leave a rough time and time zone, it’ll help support look up the records easier.(Athough it may not be difficult on your account yet, once lots of processes have run, this will help sort through them).
Also, how many projects have you run/have you tried cleaning the lens and windows?
Support has mentioned a workaround until fixed, if that’s what it is. You can enclose your design in a stroked box of a unique color and then ignore it in the UI. The unique color is to identify it as a unique operation.
After researching the log files from your print, I believe you pressed “Print” in the app before your design had fully loaded. To avoid this in the future, make sure to wait until you see all the elements of your design appear in pink before pressing “Print.”
If this doesn’t take care of the issue, or if you have another, please post a new thread.