RetinaEngrave 3D
You will have an active and solid connection when the dots making up the circle near "connected" in the bottom left corner are moving around it.
Typically an end user will only need to navigate to the Windows Control Panel -> System and Security > Windows Defender Firewall > Select option on left hand side to "allow an application or feature through windows firewall". This will open a window up with a list of programs and their access through the firewall, click the "make/allow changes" button with the blue and yellow shield in the top right hand quadrant of the window. Then scroll down the list and ensure all instances of RetinaEngrave3D have checkmarks in all boxes to the left and right of each instance.
If you are still having connection issues if you/end user are utilizing a PC with a wireless connection and are directly connected to the laser via ethernet, disable the wireless or disconnect from any networks and attempt to reconnect.
If you are still unable to connect hit the windows key+R on your keyboard and type in CMD into the dialogue window that comes up and press enter. This should open a black command prompt window, in this window type PING followed by the IP address, PING 169.254.13.243 for example. You should see the following four times.
Reply from 169.254.13.243: bytes=32 time=10ms TTL=59
If the reply is from any other IP address other than what was typed in there is likely some sort of network security implemented and the port info/instructions should be followed. If it gets a "destination host unreachable" hit the windows+R key again and type in "control netconnections" and press enter. This will open the "Network Connections" window, look for your ethernet or Local Area Network (LAN) connection. When directly connected it should have a yellow exclamation mark and say "Unidentified Network". If it does not reseat and check all ethernet connections at the PC and laser. The laser will have a pigtail on newer machines that runs internally from the side wall to the controller and may require opening of access panels on the right side of the system to check.
Port Info
The laser needs unrestricted access to/from the workstation on ports TCP: 12345-12348, 5004, 8080, 80 and UDP: 23
Specifically, running a job requires the ability to make an HTTP POST Request from your workstation to TCP 5004 on the device AND the ability to send an NTP packet on UDP port 23 for a time check.
Additionally the RetinaEngrave application will need to be white listed in any AV, Internet Security Suites or End Point User Protection software your organization might use.
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.
