There are two direct methods to receive official support:
One of them is to send an email directly to support@glowforge.com. They will usually respond to the email as quickly as they can get to it, but it does fall into a queue, so it can be a while if other people are ahead of you, and you have to wait your turn.
The other method is to open a new Topic thread in the Problems and Support section here on the Glowforge Customer Forum. Opening a ticket here does not speed up the official support (which is sometimes necessary if a problem has to be analyzed with the machine by looking at the data logs), but there are a lot of helpful customers here who can help with simple problems and help people to learn to use the software and the program. So it can sometimes be resolved before Support gets back to you. A lot of people prefer to do it this way for that reason.
Just a headās upā¦blogs and Facebook are a terrible way to try to get help with these things. Glowforge will help you to get it up and running, but you do need official support. They are very complex machines.