The below troubleshooting is for our older machines operating off of our previous downloadable Retina Engrave 3D software. If your machine operates off of the web based RE3 or RE4 software these steps will not apply.
If your machine is connected to the RE3D software and will home, test fire, jog the gantry, and run perimeter; but will not run a job when prompted to likely has defaulted to a non-validated state. Connect to the machine using Re3D and go to the Help>About screen, photo below for reference. Check the line that says “Card Activation Bit” is it a 0 or 1. If it is a 0 check to see if the serial number is listed on the same page, or is that info blank.
If the card activation bit is 0 and a serial number is present the machine is inactivated. You can load a previous activation in the software from the menu Help > Offline Activation > Open Profile from File. This would be a '.record' file type and the name should read CARDACTIVATED. Without a previous file we would be unable to newly activate the machine as the process is discontinued.
If the activation bit is 1 create a support ticket.
If the serial number is not present create a support ticket.
Still having Issues?
Please create a Support Ticket by using the button below or sending an e-mail to support@fslaser.com stating you've done all previous troubleshooting steps.
- When submitting via an e-mail you may attach any pictures, videos and project files needed for support to see.
- When submitting a ticket using the button below please either respond to the automated generated email stating we have received the ticket with your pictures, videos and project files or upload these to a Google Drive or Dropbox folder and include this link within the support ticket "Your Issue" dialog upon creation.
