Not cutting through PG materials

First time using my Glowforge, I’ve tried printing 2 Gift of Good Measures and a gift tag. Not only is it not cutting through but the engraving isn’t showing up. This is on medium draft board, system settings.

There is a problem with your machine; this behavior is not typical. I would check that the lens is in correctly. The lines on the cuts are way too wide. Check that all the lenses are clean also.


Please unplug the machine and do not attempt to use it again until Support can take a look at that picture.

There is something badly wrong with the focusing on the machine. If i had to guess, I would wonder if the lens was missing. (They’ll get you fixed up, but don’t try to run it until they can analyze it for you.)

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I’m so sorry to hear that you hit this snag with your new Glowforge. I appreciate you taking the time to send over the images of your recent prints. I’ve extracted the logs from your Glowforge, and I would like to check over just a few more things. Could you do the following for me?

Please send photos of all your cleaned optical components, with special attention to any damage you might find:

  • Both windows
    • The printer head window, on the left hand side of the printer head
    • The laser window on the inside left of the Glowforge
  • The printer head lens
    • Both sides of the lens, top and bottom
  • The mirror inside the printer head
  • The bottom of the printer head

Once we have those pictures, we’ll follow up with next steps.

It’s been a little while since I’ve seen any replies on this thread so I’m going to close it. If you still need help with this please either start a new thread or email