Oh no, I’m so sorry you’ve hit a snag.
Thank you so much for including those excellent notes and troubleshooting steps, as this allows us to quickly investigate.
I see two main issues when I review the logs. The first is the connection your Glowforge is receiving. In these logs we have a record of the average signal strength the Glowforge is capturing from the network it’s connected to. On average, this signal strength has been low over the last week, with average strength at around -78dBm as of today. For more context, on networks with very good signal strength, this will often run closer to -30dBm. A signal strength at -70dBm or lower would be very difficult to stay connected to.
Here’s what I’d like you to do, if you’re still having trouble: please contact your internet service provider, and ask if they’re able to run any diagnostics to measure the performance of your 2.4GHz frequency band. Please explain that you’re having trouble with the connection of one device that only uses 2.4GHz, and our technicians were able to verify successful connections and no dropped packets, but low signal strength ( around -78dBm ).
There may be an issue with the performance of the 2.4GHz band on your network. Because this band isn’t exclusively used by many devices, the issue might not be seen on other things that are connected to your network.
Next, it seems like your unit is running into trouble during the calibration step in which the lens focuses inside the printer head (you may hear this when it’s happening - there’s an audible “ticking” sound as the lens moves up and down in the head). There are a few different reasons this error may be occurring. Could you please check a few things for me to help narrow it down?
- Check the printer head lens by following steps 1-5 from these instructions: https://support.glowforge.com/hc/en-us/articles/360033633614-Cleaning#things-that-need-wiping. If you see anything unusual such as damage to the lens or debris in the printer head, please take a photo of it and attach it to your reply
- If you are using magnets to secure material to the crumbtray of your Glowforge, please remove or reposition them and try again. Magnets placed close to the printer head may cause trouble during calibration
- Check the connection of the printer head to the white ribbon cable in the printer arm. Turn off your Glowforge, unplug the head, and plug it back in. Note whether the cable plugs back in securely, and whether you feel it “click” into place
Let us know how it goes!