Pro won’t cut through, or engrave

My pro that is about a month old stopped cutting through 1/4” birch and the proofgrade draft board. It will not cut all the way through a single cut.

I attempted to engrave something and it will not engrave. Everything was cleaned yesterday and it is still not working properly.

This is a replacement machine I was sent at the beginning of the month and I really don’t want to have to send another one back and wait 3 weeks. I have over 200 orders that need to be filled in 10 days.

Please help.

if you’ve followed all the support troubleshooting steps on the page dedicated to this issue, you should note that here - otherwise support will just ask you to do that first.

I’m so sorry to hear that you’re running into trouble with your replacement Glowforge. I’ve extracted the log files from your unit to review your most recent prints.

I’d like take a look at a certain design, and create a baseline for your Glowforge. When you have a moment, could you please do the following?

  1. Turn off your Glowforge, then turn it back on

  2. Place Proofgrade Draftboard in the bed and load the Gift of Good Measure design.

  3. Set the score and engrave steps to ‘ignore.’ Print the Gift of Good measure using the default settings. Allow the print to finish.

  4. When the print finishes, leave the lid closed and wait until the fans stop and the picture of the bed updates.

  5. Check the completed print:

  • If the Gift of Good Measure fails to cut, please let us know the date and time of the print

  • If the Gift of Good Measure cuts successfully, please try another print of the design you saw the issue with, and let us know the results.

If the issue still occurs, please let us know the date and time of the finished print.

If you do not have a spare piece of Proofgrade Draftboard available, please let us know.

Once we can review the log files from the print, we’ll send over the next best steps.

You didn’t mention if you’ve cleaned the optics?

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