Thank you for reaching out to us. I am so very sorry to hear that your brand new Glowforge is having some trouble. I know this must be really frustrating and disappointing, but please know that we will do everything we can to get this resolved for you right away.
I’m not sure about the email you received, but I will look into that. Thank you for letting us know.
I’ve extracted the logs from your Glowforge to investigate the trouble, and it looks like there is a poor connection with the cables on your lid. Possibly something came loose or disconnected during shipping. I’d like to have you follow the steps below to check the lid connections:
Turn off your unit.
Open the lid.
Using both hands, gently roll the laser arm to the front of the unit.
There are 5 clips pictured below. Check each one to ensure it is closed. The clip should lie flat, and you shouldn’t be able to flip it in any direction.
- If any of the clips are open, please take a photo and attach it to your reply. Don’t try to adjust or reseat the cable until reaching back out to us.
The connections, when properly connected should look like this:
If you are unsure if the connections are good, please post photos and we’ll review and let you know.
Please let me know what you find. Thank you!