I’ve had my Aura for about 3 weeks. Yesterday when I opened the lid the light did not turn on. It was suggested that I unplug and re-plug in the machine. If that didn’t work to reconnect to the internet. I tried both those things and neither worked. I am now stuck on Scanning. When I open the lid there is still no light and the camera in not working. The laser head does move around, but it is making a banging noise when it goes to the side or the upper corner. I reached out to technical support but they have not gotten back to me. I am at a loss right now about what to do. The more I tried to correct the problem, it seems things are getting worse.
is the camera on the lid clean?
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yes. I cleaned it before I used it last on Christmas eve. I did one cut. I don’t think that is the problem though, because the LED light is not turning either, Thank you for replying.
Welcome to the community. Sounds like contacting support will be the best thing to do. They do have email, but now they also have a phone number you can try; 1 (855) 338- 2122. Hope you get everything sorted out.
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Thank you for the phone number. I did try to contact them by email, but did not hear back.
I think they’re pretty busy about now…and also, it’s another holiday weekend, so it may take a bit longer than usual. Hang in there!
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Oh no! I’m sorry about that. Can you confirm when you emailed support@glowforge.com and what name or email address you emailed them from, so I can check in with the team? Feel free to message me directly if you would like to send this information to me privately. Thank you!
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Thank you. I now have a ticket # 516787. I spoke to Brandon this morning.
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Great! Glad that you’re being taken care of!
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I just knew that on BEAMER, if that camera isn’t clean he gets cranky on the centering task.
glad you got a ticket going and they’ll get your problem figured out.
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