My machine is having the same issues that roxychick2279reported on 10/27. I’ve cleaned my machine, tried all the tips provided to “roxychick2279” but nothing is fixing my issue. FRUSTRATED! Now it just keeps saying “focusing” but nothing happens. Honestly, I’m getting tired of this machine and even more so the lack of customer support when an issue comes up, especially for the price I paid for this machine!
Presuming you mean this
You should provide all the answers/pictures to the series of questions asked in that thread.
If you already have an open ticket with support via email you should be responding there - opening duplicates will slow down their response. I presume you must have an open ticket since you commented about slow response and yet you received a response within moments of complaining on that other thread, and have nothing else open on the forum regarding this. They do offer phone support…but as you’d be talking to someone that can’t be it.
5 Likes
Oh no, I’m sorry to hear about the trouble @sweetsam30.
For us to better understand the trouble you’re experiencing, could you include a photo of the print that didn’t turn out as expected? Please include the approximate date and time of the print as well.
Next, could you run a test print for me? The design we use has some known dimensions built into it and it will help me extract logs afterward to take a closer look.
Here’s the step for the test:
- Turn off your Glowforge.
- Check for small pieces of debris or dust.
- Check the lower door to make sure it closes all the way. It may require some force to open, but open it, wipe any dust off the edges, and close it all the way.
Remove the tray and clean any dust or debris from the surface underneath. Pay careful attention to remove all debris from the four dimples where the tray rests.
Check the lid to make sure it closes all the way. Small particles of material, such as dust or debris, can prevent it from closing completely.
- Check the surface your Glowforge is on to make sure it’s flat. Ensure it is not twisted slightly and that there is no debris propping up one side of the machine.
- Turn your Glowforge back on.
- Place Proofgrade material in the part of the of the bed that you are having the most trouble and print the Gift of Good Measure using the default settings.
- When the print finishes, leave the lid closed and wait until the fans stop and the picture updates. Without moving your artwork or your material, take a screenshot of the Workspace to show us the difference between the artwork placement and the actual print placement. Make sure to include the rulers in your screenshot and show as much of the bed as possible.
- Mac: Press Shift-Command-4 and click and drag a box around your image. You’ll find the screenshot file saved on your desktop.
Windows: Click on the Start Menu and type “snipping tool”. Open the Snipping Tool > New then click and drag a box around your image. Click the Save icon and name and save your file.
- Send us the screenshot along with the date and time of the print, and we’ll investigate.
Let us know how it goes!
1 Like
You should provide all the answers/pictures to the series of questions asked in that thread.
If you already have an open ticket with support via email you should be responding there - opening duplicates will slow down their response. I presume you must have an open ticket since you commented about slow response and yet you received a response within moments of complaining on that other thread, and have nothing else open on the forum regarding this. They do offer phone support…but as you’d be talking to someone that can’t be it.
5 Likes