I am trying to print something and the computer won’t recognize the printer. I have the design on the screen but it won’t show the image on the printer and obviously not let me print. I’ve restarted the internet, the computer and the glowforge to no avail. Any suggestions? All camera lenses are cleaned, BTW.
Have you been able to successfully connect and cut in the past?
What does the status show in the upper right of your screen?
When you turn the GF on, does it go through its normal homing sequence?
I’m sorry for the trouble. I extracted the logs from your Glowforge to investigate, and I can see that your unit was able to connect successfully to your network, but it may be having trouble maintaining a stable connection. When this is the case, you won’t need to go through Wi-Fi setup again, but you may see an “Offline” message.
Thanks for taking the time to do some initial troubleshooting. I have two more suggestions that often make a big difference:
-
Improve the signal path between your Glowforge and your Wi-Fi access point
Wi-Fi signals need a clear path. Remove physical barriers, and move devices closer together:
- Move your Wi-Fi access point up high and make sure it’s in an open space. Avoid locating your Wi-Fi access point on the ground, under a desk, in a cabinet, or in a corner where its signal can be blocked.
- Relocate your Wi-Fi access point closer to your Glowforge
- Move your Glowforge closer to your Wi-Fi access point
- Install a Wi-Fi range extender closer to your Glowforge
- Run an ethernet cable and install a second Wi-Fi access point next to your Glowforge
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Reduce electronic and Wi-Fi interference
If your unit is near other devices that use Wi-Fi or a large number of electronics, temporarily turn off other electronics and devices in the area.
I hope this helps. If you’re still running into trouble, please let me know what you tried and what you’re seeing in the app. As @geek2nurse asked, what does the status show in the upper right of your screen?
I have had this happen before and it was because my design was a little off the edge of the wood and the machine would not show it, said “No Art work”. when i moved it in a little then the machine saw it. This may not be your problem but wanted to put it out there just in case it could be helpful. good luck and i hope you get it to work.
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Please open your own support ticket if you are having issues. What you describe has nothing to do with this owners issue.
sorry i thought it did since she had the same issue i had, so wanted to try to help. I dont have the issue now, so no need to open a ticket. I was just trying to help her with a problem that sounded like what i had before. my bad!
No worries, thanks for trying to help! The OP is having a problem with the software not recognizing the printer, and placement of artwork wouldn’t cause that. @eflyguy wasn’t trying to be mean, just helping you get your own problem resolved if you were still having one. 
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My status says print but it won’t let me hit it. I have a board in there that has some previous cut outs. It’s not showing those. The printer has been at this same location since I got it. It just suddenly stopped connecting. I’ve printed over a hundred items at this point. I’m able to get on wifi on the computer no problem. The printer is in the room right next to this office.
Your Glowforge has a wifi issue. Whether your computer can connect to wifi makes no difference. They are not the same.
Follow the instructions provided by support, above.
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Everything is exactly as it has been since I got the printer. Why would it stop working now? There are no more electronic devices. All wifi access points and the printer have been in the same location. I don’t think that is the problem. There’s a reason it stopped suddenly.
Its not homing. I’ve had it successfully connected in the past.
Your wifi connection can change for no tangible reason. The logs verify your machine is having trouble connecting, so to fix it, you’ve got to try the things @vee listed. Maybe you moved a piece of furniture, or a neighbor added a RF device that’s affecting your connection, or a hundred other things you wouldn’t even think of. Just because it’s always worked before doesn’t prove anything. And since it’s wifi, even having them send you a different machine won’t fix it.
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I want to help you get the bottom of this issue. It can sometimes be difficult to isolate the reason for connectivity issues remotely, but I’ll do what I can to help get you back up and printing. As @geek2nurse stated above, there are some common reasons for Wi-Fi connection stability, especially on the 2.4GHz frequency, to fluctuate without warning. One reason is outside connection interference. A helpful and effective step to test for this is to change the channel of your 2.4GHz network.
You may need to consult your router documentation for the exact steps to do this, since it can vary by manufacturer. In your network settings, check the channel you’re using for the 2.4GHz band. Trying a different channel may provide a more consistent connection. Channels 1, 6, and 11 are recommended to try, since those don’t overlap with other channels on the band.
Could you please try this out and let me know how it goes?
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Wifi interference can come from outside your house/setup. From a nearby neighbor adding devices for example. Or internally, if nothing is physically changed but the network load increases (everyone in your house wants to watch Netflix at the same time from separate devices). It can be tricky to diagnose. One relatively quick way is to try connecting using your phone’s hotspot, if that works then it is definitely something in your original WIFI situation.
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Yes I will. Thank you!
Tried a different channel and it worked for one print and then quit again. I’m working with the internet company to see what we can do unless you have other suggestions. Thanks!
Thanks for your help. We figured it out. It was a virus/malware on the computer. Everything works fine now. Take care all!
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I appreciate you following up to let me know! While I won’t say it’s good news (I hope everything is all right with your computer - I’ve been there with viruses and malware), I’m happy to hear you were able to get to the bottom of it.
If you run into any other trouble, don’t hesitate to start a new topic, or email us at support@glowforge.com. We’re here to help!