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 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 follow the below steps to create an offline activation profile and send it to support.
If the activation bit is 1 create a support ticket
If the serial number is not present create a support ticket
Creating Offline Activation Profile
To activate the laser, please get connected to your laser via an Ethernet cord. Once connected, please go to Help> Offline Activation> Create Profile Offline in the RE software.
Fill the first name, last name of who purchased the machine, and valid email address. The email address doesn't have to be associated with the account, it just needs to be a valid email that we can respond to. Serial number will already be present and you can leave the order number and comments blank.
At that point select send activation to email@example.com. Once we receive that file, we will activate the file and send the activated version along with some instructions so your machine will process the file.
Still having Issues?
Please create a Support Ticket by using the button below or sending an e-mail to firstname.lastname@example.org 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.