Hello. I have been trying to get support from Glowforge for several days. I keep getting told to try different things and then that somebody will get back to me later that day. Today I was told that I was going to receive a call back within minutes. 4 plus hours passed so I called back and got somebody else who had me try new things and they want me to buy a new printer head and that I would receive an email today with pricing. I have not received it. I have been a premium member for over 4 years. I was hoping for better support when I needed it. I currently had to shut down my Etsy shop for fear of getting orders that I cannot fulfill. My issue started earlier this week as I was running a small job and I looked into the machine a couple minutes into the job and the head was not where it should have been and was acting like it was printing but was not. I stopped the job and tried again. And though it now was in the correct spot, it was not firing the laser. I have troubleshot this with different people at Glowforge support and they have me keep running the gift of good measure multiple times and taking photos and sending to them. I am just frustrated. Has anybody had similar issues? Thank you. Mike @dan
Do you get flicker in the tube at higher powers? If not it would seem either tube or power supply. Tube would likely have been slow death, power supply likely suddenly. Other issues possible but that’s the best quick and dirty your fellow owners can do for you. At least that’s the best I can guess for you.
If you have flicker, 
maybe the head will help? But the whole customer support seems atrocious lately. Of course, it’s also all we’re likely to hear on the forums, people happy with support won’t come here to complain.
Thank you for the reply. I have not tried different powers. I will try to see. It was sudden, as everything to that point seemed fine. I appreciate the reply. I am just hoping support can get back to me. I just am frustrated with lack of support I am receiving and I am not normally one to complain. I was so happy that they have added phone support but so far I just keep being told to run the same file and send photos. They keep sending me instructions in the email they send with what they want saying about a yellow button but I do not have a yellow button flashing, it is still blue. It is almost like the techs are not listening.
You can try to call support @1-855-338-2122. but you might get only a discount on a new machine. Or you can try wireglass technology that can repair your machine.
Thank you. I heard back from one of the techs at Glowforge yesterday evening. He is telling me I need to replace the machine and is to get back to me with a discounted price. I had also spoke to another tech at Glowforge and he said to replace the head so I am confused on getting two different solutions both from Glowforge. How do I know which is correct? I have spoken to Jonathan at wire grass. I just need to decide what to do after I hear back on the cost a replacement. I wasn’t expecting it so the having to pay right now is a blow but I don’t know what else to do.
There will be several hundred dollars in shipping fees and then the cost of repairs, but that will likely be less than a new machine even with a discount. Hopefully you will still have all the shipping stuff as that is pricy too.
I will see what they come back with. I am assuming they don’t work weekends as I have yet to hear back again. I do have all the packaging. I kept it just in case.
So just an update and not sure if any advice available. Glowforge gave me two different answers. I had been waiting to hear back Sejm original person I spoke to and called back. I got a new person who was helping me and he told me I needed a new printer head and was going to send me a quote. I then while waiting on that heads back from the original person and he said I need a new machine. So two total different scenarios sans cost. So I reached to Wiregrass and purchased a red cable repair kit as I pulled the red cable and it had a hole blown in it. I replaced it and powered up the machine it the gantry came forward and head stopped before it started to the spot of the test cut and yellow light came on the button and machine lights went out. I turned it off tried again and I only get homing forever then head not found. The gantry moves but feels like some resistance but the cable is not hanging up. Does this sound like a new issue or continuation? Thanks for any help.
Those two things are related. (I presume you are turning the machine off before trying) If there is resistance that could throw off the machine knowing where its head is and give the error you are talking about.
Thanks for the reply. Any idea what would cause resistance? The cables are not hanging up anywhere that I can see.
It is as if the motor for the pulleys is causing it. But that is just a guess. This is a video of it. https://youtu.be/cr6i-50b0lU?si=tOVOtMr9NhVV4fhX
There is not much you could see in the video you would have to feel where or how that resistance was happening and then look for a cause. Sometimes it is as simple as a bit of something caught in the belt.
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