Orange light, no calibration

lairdknox · May 12, 2019, 4:48am

I last used the forge on March 4th. Today I turned it on and got an orange light for the first time. It is a pro model and the AC was set to 78. I’ve since lowered the AC to 70 and still can’t get it started.

It has been a couple of hours and several restarts. The exhaust fan is spinning and the pump is pumping. I checked the cable on the print head.

Suggestion: It would be helpful if we could monitor things like temp and fan data. If we could see a failing component we could focus on that instead of waving a dead chicken around and imploring the spirits to heal the forge.

ChristyM · May 12, 2019, 4:51am

That’s quite the imagery!

lairdknox · May 12, 2019, 4:52am

Whatever it takes.

hansepe · May 12, 2019, 7:04pm

Tradition must be observed.

I’ve got nothing to offer other than hoping your machine feels better soon

lairdknox · May 12, 2019, 8:59pm

Unfortunately the cat got the chicken. Back to cycling power…

lairdknox · May 13, 2019, 6:49pm

The condition persisted throughout the weekend. The forge hasn’t been moved or disconnected since it was installed so it should not be any lose cables. I have check the ones that might get hung up on anything and all is good. The fan on the lens head is working as is the exhaust fan.

lairdknox · May 13, 2019, 8:44pm

Is the forum still the preferred way to contact support? I haven’t been following the site as much lately.

geek2nurse · May 13, 2019, 9:20pm

There are 3 ways now: Forum, Email, and online chat via the support site. Just be aware that using multiple methods opens multiple support tickets for them to wade through, which I’m sure has some effect on response time, but I wouldn’t blame you too much for trying the chat method, since the dead chicken didn’t work and we haven’t been able to get you back in operation!

lairdknox · May 13, 2019, 10:18pm

Thanks for the update.

Where is the chat you mention? I see a leave us a message dialog:

geek2nurse · May 13, 2019, 11:46pm

lairdknox · May 13, 2019, 11:51pm

Yeah I just found that. For some reason it wasn’t showing up when I was at the office. I’m in a chat as we spea… type. But I wouldn’t have been able to do anything from the office anyway.

Thanks

hansepe · May 14, 2019, 12:27am

Huh. I’d seen “Chat” mentioned a number of times but never went looking. Thank you!

pip · May 14, 2019, 4:37am

I’m so sorry for the trouble.

Can you take a couple photos for me of the inside of your Glowforge

Turn your Glowforge off
Remove the crumb tray
Take photos of:

Left Side

Laser Arm

Right Side

Pull the laser arm all the way forward.
Reach over the laser arm, and to the left of the inside of the unit and you’ll see this circuit board:

Also on the left side, a photo of the little green next to the pump

Post those photos here, or email them to us at support@glowforge.com and we’ll be happy to take a look.

lairdknox · May 14, 2019, 5:33pm

lairdknox · May 15, 2019, 11:09am

There has to be a better way.

lairdknox · May 15, 2019, 4:54pm

If that doesn’t work, your fastest response is probably to post it here.

Life in the fast lane.

Is it possible to at least get an acknowledgment that someone has seen this?

lairdknox · May 15, 2019, 9:07pm

Bueller?
Bueller?

geek2nurse · May 16, 2019, 3:47am

Oe @pip… Sometimes when it takes them a while to respond it’s because they’re having to dig deeper to figure out the problem. Sorry you’re having to wait, I know it’s frustrating!

lairdknox · May 16, 2019, 8:43am

Sure but at least a response that they are looking into it would be helpful. I don’t know if anybody has seen the photos. Radio silence does not breed confidence.

vee · May 16, 2019, 5:36pm

I apologize for the delay in our reply. Unfortunately, it looks like your unit is experiencing an issue that we can’t resolve remotely. I want you to have a reliable unit, so I’m recommending we replace this one. I’ll be in touch via email to sort out the details. I’m so sorry about the bad news.