Troubleshooting

Upload

  • File won't upload

    If you started to upload a file and it didn’t succeed, read on! Let’s walk through some steps together to see if we can get you back on track. Try uploading your file after each step; if it doesn’t work, continue to the next step.
    1

    Make sure your internet browser is in good shape

    • Make sure you’re using one of these common browsers: Chrome, Firefox, Safari, or Edge

    • Update to the latest version of the browser:

      • Go to whatismybrowser.com
      • When you get there, the page will tell you if your browser is up to date. If not, there will be a big button that says “how to upgrade”
    • Clear your cache and cookies. You can find instructions here: Chrome, Firefox, Safari, Edge

    • Reboot your computer

    2

    “Save As” a new file

    • Open your file in your design software (if you don’t have design software, we recommend Inkscape)
    • Go to File > Save As and select SVG or Inkscape SVG
    3

    Adjust your design file

    • If your design is made up of multiple parts, try making it into more than one file and uploading just one part at a time
    • If your design includes a large bitmap, try resizing it to make it smaller
  • Text is not showing

    If you uploaded your file and saw an alert saying “We can’t process text (yet!),” that means that the text in your design file couldn’t be processed. As a result, the text was removed. That’s because the Glowforge app doesn’t have the same font as your software. The solution is simple: convert the letters from fonts into shapes that can have a stroke or a fill.
    1

    Convert your text

    • Open your file in your design software (if you don’t have design software, we recommend Inkscape)
    • Convert your text. Once you’ve done this, you won’t be able to edit your text any more.
      • In Inkscape, click and drag inside your text box to select all of your text, then choose Path > Object to Path
      • In Adobe Illustrator, select your text, then choose Type > Create Outlines
    2

    Assign a fill or stroke to your text

    Designing in software like Inkscape or Illustrator starts with two simple ideas: a stroke (which is an outline) and a fill (which is a filled-in shape). When you upload your file to the Glowforge app, strokes become cuts and fills become engraves.

    • To engrave, select your text, set a color for the fill, and choose “none” for the stroke
    • To cut, select your text, set a color for the stroke and choose “none” for the fill
    3

    Save your file and upload it again

    • Save your updated design as an SVG
    • Return to app.glowforge.com and upload your new file
  • Want help with upload?

    If your file still doesn’t upload, please do the following:

    1. Go to whatismybrowser.com
    2. Click the button that says “Link”
    3. Copy the highlighted link
    4. Paste in the link provided in an email to support@glowforge.com
    5. Attach your file to your email

    This will help us understand your situation better so we can work on it for you.