How we troubleshoot

  • Introduction

    Using your Glowforge should be a delightful experience. You should be able to drag your design into place, add material, and click print for beautiful results every time. You should never hit a snag. But if you do, we’ll get you back to creating amazing things as quickly as possible.

    Some of you have asked to learn more about how we solve problems for customers. Here’s some of what we do to research and solve problems as quickly and efficiently as we can, as well as some small things you can do that will get you back to printing even faster.

  • We look in lots of places to see what might have gone awry

    Our first step is to gather information about your Glowforge and, if relevant, the print that gave you trouble. Information that we gather about your Glowforge and any designs that you have uploaded is treated as confidential and used only for diagnostic and troubleshooting purposes. Complete information about how we use and protect your data can be found in our Terms of Service and Privacy Policy.

  • Machine information

    Your Glowforge gathers information about what it’s doing when it encounters a problem and sends it to us so we can help you. For example, we can tell if your unit has ever connected successfully to Wi-Fi. If your unit has a temperature error, we can tell that too. We can also examine engineering details about the details of how an issue occurred -- and that’s often the ticket to understanding whether your unit has a hardware issue that we have to repair, a problem that a stronger Wi-Fi connection will solve, or something else entirely.

    How you can help

    • Let us know what happened and what you expected to have happen
    • If you saw an error message or your machine behaved in a way that’s unexpected, describe what you saw
    • If there is something unusual on screen, like an error, send us a screenshot or email us a photo of it
    • If there’s something unusual on your machine, send us a photo or a video of it
  • Design files

    If you were able to upload your file, we can do some research to extract it and examine it for problems. Once it’s been printed, we can also examine the actual data sent to your Glowforge.

    How you can help

    • Let us know the date and time of your file upload or your print so that we can identify the specific file extract and examine it for potential problems.
    • If your file didn’t upload, email or post your file so that we can examine it.
  • Trying it ourselves

    For some problems, the customer success team may need to reproduce your machine’s actions in-house. In this case, we extract the data from the print and repeat the printing process confidentially in our office. When we’re done, we destroy the results, since we have a confidential obligation to you regarding the information you send to us. This is very time consuming and requires us to take special confidentiality precautions, so we don’t do it often, but it is useful in some troubleshooting cases.

  • The Bottom Line

    Our full-time job is making sure you’re delighted with every print you make. We’ll scour every nook and cranny to figure out the problem, and do whatever we can to make it right. We want you to know about our tools and how we work to serve you better.

    We hope you never have to call us, but if you do, we hope this helps you understand more about what we do to help!