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Glowforge is "Offline"

You might see an “Offline” message in the Glowforge App if your Glowforge loses its internet connection. This usually happens because of Wi-Fi interference, a glitch with your internet service provider, or problems with your networking hardware. You can resolve this problem by troubleshooting your network, and we'll show you how to do that.

 

Start with the hardware

The most common solution to Wi-Fi challenges is to restart all the devices involved in connecting to the internet. So we'll start there. 

  1. Connect a computer to the same Wi-Fi signal you are using for your Glowforge, and make sure you can access the internet

  2. Turn off the computer, phone, or tablet that you’re using

  3. Turn off your Glowforge

  4. Unplug the equipment that supplies your internet, like a modem or router

  5. Unplug your Wi-Fi access point

  6. Wait one minute, then plug everything in, turn it on, and wait three minutes before retrying

If this doesn't work, move to the next step.

 

Check your environment

Wi-Fi signal strength is more important than internet speed for maintaining a strong internet connection with your Glowforge. Please try these steps to troubleshoot your environment.
 

1. Improve the signal path between your Glowforge and your Wi-Fi access point

Wi-Fi signals need a clear path. Remove physical barriers, and move devices closer together:

  • Move your Wi-Fi access point up high and make sure it’s in an open space. Avoid locating your Wi-Fi access point on the ground, under a desk, in a cabinet, or in a corner where its signal can be blocked.
  • Relocate your Wi-Fi access point closer to your Glowforge
  • Move your Glowforge closer to your Wi-Fi access point
  • Install a Wi-Fi range extender closer to your Glowforge
  • Run an ethernet cable and install a second Wi-Fi access point next to your Glowforge
 
 

2. Reduce electronic and Wi-Fi interference

  • If your unit is near other devices that use Wi-Fi or a large number of electronics, temporarily turn off other electronics and devices in the area
  • Double check the area near the Glowforge for anything that might cause interference, such as large amounts of metal, thick glass, or other broadcasting or receiving devices such as security systems, baby monitors/walkie talkies, or cordless phones

Check your Settings

1. Have any changes been made?

  • Check your Wi-Fi network and settings to make sure nothing has changed. If any of the following has happened, please follow the steps at setup.glowforge.com to complete the setup process again:
    • Your network name or password changed
    • You’ve replaced your Wi-Fi access point or other networking hardware
    • You’ve changed internet service providers or moved location
  • Any changes to your security or access point settings may cause issues with your connection. If possible, reverting those changes may help get you connected again
 

2. Make sure you're up-to-date

Check for any updates that might need to be applied for all the things involved in connecting:

  • Your computer’s operating system
  • Your web browser
  • Your Wi-Fi access point’s firmware
  • Your modem’s firmware

After you’ve applied all recommended updates, turn your Glowforge on and log in to app.glowforge.com.

 

Try a Test!

Your Glowforge needs internet access. However, it does not need to be connected to the same network as the computer, phone, or tablet you are using to print.

For example, you can create a hotspot on your cell phone and use that network to connect your Glowforge to Wi-Fi. This is a good way to rule out Wi-Fi interference, since you can set your phone right on top of your Glowforge!

You can find instructions online to help you create a Wi-Fi hotspot from your cell phone. Make sure that you set it up to be a 2.4 GHz hotspot, since that is the frequency your Glowforge uses.

Once the Wi-Fi hotspot is broadcasting, you can connect to it by following these steps:

  • Turn on your Glowforge.
  • Wait 30 seconds. Then hold down the button for ten seconds until it glows teal.
  • Navigate to setup.glowforge.com and follow the instructions on-screen. When prompted to connect your Glowforge to Wi-Fi, choose the hotspot you created.
  • Once Wi-Fi setup is complete, go to app.glowforge.com and try a few prints.

If you’re able to print consistently without an “Offline” message while using the hotspot, please continue to troubleshoot your network.

 

Still "Offline"?

If you’re still having trouble connecting your Glowforge to Wi-Fi, please contact our team and include the following:

  • The email address you use to login and print
  • The serial number of your Glowforge (you'll find it on a label near the power switch. Its format is ABC-123)
  • What you tried, and what happened
  • What time you tried to connect (and what time zone you are in)

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