Troubleshoot Printer Head Connection


If you are having trouble with Pro Passthrough, the printer head is not moving, or you receive an error message when you run Set Focus, it could be a problem with the printer head connection. Follow these steps to check and readjust the connection.

  1. Turn off your Glowforge.

  2. Remove the printer head.
    Holding only the finished black surfaces, grasp the printer head as shown. Pull gently up and back to disengage the magnets and remove the head.

  3. Remove the wire ribbon plug.
    There is a small tab in the center of the wire ribbon. Push down fully on the tab to release it, and gently pull the wire ribbon plug from the printer head. Release_wire_ribbon.jpg

  4. Photograph the gold pins.

    Take a clear photo of the gold pins inside the printer head where you just unplugged the wire ribbon. It should look like this: Gold_pins.jpg
  5. Photograph the bottom of the printer head. Bottom_of_printer_head.jpg

  6. Replace the wire ribbon on the printer head.

    Pick up the printer head and wire ribbon. Make sure the tab on the wire ribbon is facing up. Slide the ribbon back into the head until it clicks.
  7. Click the printer head back into place.

    As shown, lower the printer head over the metal plate so that it rests next to the two round posts. Then push it gently away from you – you’ll feel a “click” as magnets pull the printer head until it sits snugly atop the metal plate.Printer_head_over_metal_plate.png
  8. Reveal the circuit board.

    Pull the laser arm all the way forward. Reach over the laser arm, and to the left of the inside of the printer and you’ll see this circuit board: Circuit_board.png
  9. Photograph the circuit board.

  10. If needed, reconnect cable.

    If the cable indicated above with the red arrow appears to be loose, please reconnect it and try printing again. This cable should 'click' back into place.
  11. Try a print.

    Turn your Glowforge back on, and try another print.
  12. If needed, send us your photos. 

    If you still have trouble, and are working on a specific issue with the support team, send us the photos you took in steps 4, 5, and 8.

Thanks for following all those instructions. We hope that solved the problem.

If not, please send us an email at, and include the following information:

  • Any photos you took during the troubleshooting steps above.
  • A description of the trouble, including any screenshots you have from the app.
  • The approximate date and time the problem began.
  • A copy of the design file you were trying to print.


Learn more 

Reseating your Printer Head


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