Oh no, I’m so sorry to hear you’ve had a less than amazing experience with our Pro Passthrough feature.
I see you’ve also emailed us, would you prefer to continue troubleshooting here, or via email?
We love to know how we can improve our Pro Passthrough feature, so I’ve passed your feedback on to our team.
To determine the next best steps, could you please provide the following:
- A copy of the design you’re trying to print
- Photos of how your material is supported on the outside of the unit
- Photos of how your material is set up inside the unit
Next, I’d like to have you perform a standardized print for us to get a baseline for how your Glowforge performs with Pro Passthrough prints.
if you haven’t done so already, will you please look through the section titled “Things to Watch Out For” on our Pro Passthrough support page?
Here are the steps for the test:
Load a sheet of material into the Pro Passthrough slot and ensure that the portion sticking out of the unit is supported so the material lies flat on the crumb tray inside the unit
Double-check that the material is completely flat against the crumb tray. A quick way to do this is to press gently on the material where it rests on the tray and feel if it move
It might help to use pins to hold the material flat against the tray. For example, a lot of customers use small pieces of scrap to print these pins available in the free laser design section.
Upload the attached test file to your design library
Turn on the Pro Passthrough feature in the menu bar
Select the entire design, and arrange it so that the tips of the arrows touch the dotted line at the top of the work area
Click print and run the first section of the design
After the first section completes, move your material through the Pro Passthrough slot so the printed area is more than 3in away from the front of the Glowforge.
Follow the prompts and run the 2nd portion of the test print
After the test print completes, please send us photos of the front and back of the finished print along with the date and time it ran. We’ll extract the logs, review everything and follow up with next steps.
Once we have the above information, we’ll be able to determine the next best steps!