Laser off Track on the right side

I have used my machine less than 100 hours. The second time I ran it, it got stuck at an angle and off track on the right side.
I turned it off and put it back on. It has not done it but one other time.
the last couple runs it has happened 3 times. The last one was in the middle of my first passthrough cut.
The rails are clean of debris … HELP!!! I also checked the tension on the belts and they look just fine. TIA for any help! I have sent an email to support, but seeing some of the other posts it may be a while until I hear from them unfortunately and I have a couple jobs I need to get done.

It must be hitting something to knock it off the rails. How tall is your work piece? Does any part of the workpiece extend outside the honeycomb part of the tray?

I can see that you’ve also reached out via email and that our support team has contacted you there. To avoid duplicate communication and expedite your process, I’m going to go ahead and close this topic.