You don’t have to do this. If you feel uncomfortable about ‘man (or women) handling’ the machine, Wait till support get back to you about a solution and ignore this.
With the machine powered off- move the gantry so it’s about in the middle of the machine. Under the gantry (X Axis - Where the head assembly rides on) on the right-hand side, there is a pulley. Check to see if the pulley and the belt are ‘flush’ against the bearing. With the machine still forward, towards the rear you should see a similar set of pulleys (Y-Axis - left and right-hand side). Check to see if those are ‘flush’ against the bearings. If you notice that either of those sets are pulled away/not seated/flush against the bearings. Stop there, leave the machine off and contact support with those findings.
Converting DWG to other programs almost always results in broken line segments. It’s very annoying - as others have mentioned the best thing to do when importing such a file is to JOIN the segment ends, whatever you are importing into.
As for hiding layers - unfortunately hiding doesn’t actually delete hidden the geometry so any cutter, CNC, laser (and clearly GFUI) will still see that information. It is best to send the cleanest possible file to such devices.
Depending on how your shapes were created - even simple looking shapes can have an overabundance of points. What looks like a soft curve turns out to be thousands of flat segments, especially out of many CAD programs.
In Illustrator this is easy to check by selecting all and toggling Hide with ctrl/cmd H. Each point will become highlighted. If you see a mess of points then its wise to use either the Object/Path/Simplify function or the Smooth tool to clean those up. Not necessary for print but will dramatically improve results for any cutting operation. I’ve seen vinyl cutters stutter themselves to death over what looked like a smooth circle that was really a pile of disconnected segments.
Unfortunately, after investigation, we’ve determined we need to replace your unit. We know this is frustrating news, so we’ve made the next steps fast and easy. We’ll email you shortly with details.
It’s very annoying - as others have mentioned the best thing to do when importing such a file is to JOIN the segment ends, whatever you are importing into.