Most marking faults come down to focus, power, cooling or the connection to the software. Work through the list before you call — it resolves the majority of cases.
Include your model, order number and a short video — remote diagnosis is usually faster than a service visit.
Inline laser with chiller
A short video is worth more than a long description. Show the machine starting up, the software screen and the mark being attempted.
Work through the guides below in order. If the issue persists, contact support with a short video and your order number so we can diagnose it accurately.
See the FAQ for related answers, or contact support directly. The laser engraving overview can help you understand the process behind the symptom.
If the quick checks do not fix the issue, record a short video showing the symptom, the software screen and the settings, and send it with your order number. A video tells us more in seconds than a long description, and it usually leads to a faster fix.
We diagnose remotely and arrange parts or repair without asking you to ship the machine first.
Most faults are fixed by checking focus, then power and speed, then the software connection and driver. Clean the lens if marks look faint, and confirm the correct COM port before assuming a hardware fault. A methodical pass through these steps resolves the majority of issues without a service visit.
If it persists, send a video through the contact page and we will diagnose it.
A short video is the fastest way for us to see the symptom and the settings together. It usually leads to a one-step fix rather than a long email exchange, and it helps us confirm whether a part needs replacing or the issue is a setting you can change yourself.
Send the video and error code. If a part is needed, we confirm the exact item and ship it with fitting guidance.
