There are 2 major reasons for why you may be getting your cooling system error: Water Flow or Temperature issues. Go through the guide below (in order) to diagnose and fix your cooling system error.

Water Flow Issues:

1) Tubes Are Hooked Up Incorrectly

Double check that your water tubes have been hooked up correctly. Blue tube should match the blue stickers on both the HexBox and Laser, and clear tube should match the white stickers. Also ensure that your HexBox power cord is plugged into both your HexBox and Laser.

2) Not Enough Water in HexBox

Open the HexBox cap and ensure that the water level covers both holes in the water tank. If water isn’t coming out of the top hole, add more water.

3) Other HexBox Issues

Unscrew the top of your HexBox (metal lid). Double check that none of the tubes have come disconnected, and listen to ensure the pump is running. If any of the tubes have come disconnected, customer would notice a water leak.

4) Water Flow Blockage

Something could be lodged in your pump, or tubes that’s blocking water flow.

5) Damaged/Faulty Sensor

If none of these fix the error, then your cooling sensor is damaged/faulty and your laser needs to be serviced.

Temperature Issues:

1) Undesirable Environmental Temperature

The temperature in your room might be too hot or too cold. The recommended environmental temperature is 60-85F. While you can run the laser at hotter or colder temperatures, the tube is glass and is filled with water, which makes it especially vulnerable to extreme temperatures.

2) HexBox Fan Issue

Unscrew the top of your HexBox (metal lid). Listen to ensure the fan that’s blowing towards the water tank is running. If it is not, the fan needs to be replaced.

3) Damaged/Faulty Sensor

If none of these fix the error, then your cooling sensor is damaged/faulty and your laser needs to be serviced.

Common ventilation issues vary depending on your ventilation system, so we've separated out the different types of ventilation systems below and the checklist to run through to diagnose and fix your ventilation issue.

For Ventilation Systems Using Internal Fan to Vent out the Window:

1) Check if you have a Wrong Setting

Is your fan spinning? If not, then go to your touchscreen – Tools – Settings – Ventilation and switch to “Onboard Fan”

2) Check for a Jammed Fan

Is your fan spinning? If not, your fan could be jammed or clogged. Unplug your laser, remove your laser tube guard and visually check for anything that could impeded the fan from spinning.

3) Damaged/Faulty Error

If none of these fix the error, then your ventilation sensor is damaged/faulty and your laser needs to be serviced.

For Ventilation Systems Using Filtration System (i.e. BOFA) or Booster Fan:

1) Check if Your System is On

Double check that your booster fan/filtration system is powered on.

2) Make Sure your Duct is Connected

Double check that your ducts haven’t come loose/are connected on both ends

3) Check if Your Filtration System is Strong Enough

Fan/filtration system isn’t pulling at a high enough speed. This could be caused by blocked or dirty filters/fan or, in new systems, cardboard blocking the filters inside the filtration system

4) Check for Blocked Ducts

Check to see if your ducts are blocked and need to be replaced

5) Sensor issue

If none of these fix the error, then your ventilation sensor is damaged/faulty and your laser needs to be serviced.

If something has gone wrong with your camera capture or it looks a bit weird, go through the following checklist in order to diagnose and fix your issue:

1) Dirty Lens

Make sure your camera lens is clean and the cover has been removed

2) Material Placement

If the edge of your material is right on one of the stitch lines or if your material is especially reflective/shiny or clear, your results could be less accurate. Try moving your material slightly away from the stitch line, or if reflective, try another material

3) Material Height Incorrect

If your camera capture doesn’t look right, it has likely not captured the correct height of your material. Make sure you place the material you want to capture on the bed of your laser, close to the center so that when the LED lights flash off, the red dot is on top of the material. You can enable advanced mode by clicking the “advanced mode” button on the first screen of the camera capture, to have a little more control over this process.

4) Drawing Issues

For the trace functionality, if the results are not what you expected, make sure there is a high contrast between the artwork and the paper or object on which you have drawn. Black marker on white paper produces the best results.

5) Calibration Problems

If you continue to encounter issues, your camera may not be calibrated correctly. In this case, please contact customer service for assistance. Either camera calibration file has been lost/corrupted, or something has been moved in shipping, so the unit needs to be recalibrated. In some instances this might be corrected with the “offset” issue our customer service team has identified. Typically if the calibration file needs to be re-downloaded, you will get a camera error (camera doesn’t work at all).

If your air assist system is giving an error:

1) Check for a Disconnected Tube

Confirm that your air assist tube (small black) is connected to the back of the laser and to your HexBox

2) Check for Air Pump Issues

Unscrew the top of your HexBox (metal lid). Listen to ensure the air pump is running. If it is not, the pump needs to be replaced.

3) Make Sure the HexBox has Power

Confirm that your HexBox power cord is plugged into both your HexBox and your Laser.

4) Damaged/Faulty Sensor

If none of these fix the error, then your air assist sensor is damaged/faulty and your laser needs to be serviced. Please contact us at one of the avenues below.

1) Check if Your Lid is Open

If your lid is open, the switches will not be triggered.

2) Check if Your Laser Cutter is on an Uneven Surface

If your surface isn’t level, one or both of the lid switches might not be activated.

3) Check the Small Sponges on your Laser Lid

If they are cracked, damaged, or worn down, they might not be triggering the lid switches.

4) Faulty Sensors need Repair

If none of the previous solutions fix the error, and physically pressing both sides of the lid down so the switches are activated does not turn the icon white, then one or both of your lid switches are damaged/faulty and your laser needs to be serviced.