If your system has a problem, you may be able to track down the solution here. The very large majority of problems are very easy to solve, and all other problems can be solved by our technical support or engineering staff.
|Direct Support Emailfirstname.lastname@example.org|
|Support Hotline||516.328.3970 and choose (1) for CNC Products, and then (2) for Technical Support. Support hours are from 8:30 am EST to 5 pm EST.|
Email is preferable to phone calls, especially if pictures need to be transferred. Please attempt to seek resolution via email first, if possible. Before contacting support, please have the following information ready: Contact Support
To get started, what type of problem are you having? Does your machine move, or is it stuck? Is there a problem with the PC? Does a software feature not work the way the tutorials say it should? Select the category from the menu below.
Machine Doesn't Move
Yellow Box error Controller Not Enabled
Red Box error Position Error
"Error Communicating with Servo Controller or Axis..." "Run time error 53" and other Driver Problems.
Black bordered box "Command errors"
Machine Moves Wrong
Machine is Homing the wrong way
Very slow motion while running a file (not jogging)
Very slow jogging that does not stop moving and ends with an "end of travel" error
The machine moves incorrect distance(s) and/or cuts parts too big/small in one or more axes
Machine is out of square - When the machine cuts parallelograms when rectangles were desired.
Machine hits the end of travel while running
Machine cuts too deep or not deep enough
Machine Stutters while running a file but not while jogging
Machine Stutters while jogging AND running a file
Machine does nothing when instructed to home, possibly giving a home cancelled error message
Machine pauses constantly while running a file
Start Stop box Start & Pause button do not work
The Index pulse is within the Home switch repeatability
Start button is being pressed on startup
Software Feature Problem
Machine will not work after PC upgrade
Touch-off problem including slow retract on touchoff and "Touchpad is shorted to ground. Cancelling touchoff" error message.
Progress Bar or Current Position is not updated
General Tech support procedure
Running in the air / Testing files
Upgrading software into a new folder
Using the previewer to find problems
Toolchanger hovers above stand when picking up a tool or letting go of a tool
Tool plunges too deep or not deep enough after changing
System Freezes while preprocessing a file