Technical Support & Laser Troubleshooting Guide

Yes, we service machines from all major manufacturers, including HPC, Mantech, GCC Laserpro, Omtech, Gravotech, Thunder Laser, Boxford, and various Chinese-manufactured systems. If your laser system is not listed, give us a call or email us the details for your laser system and we’ll let you know if we can assist you.

We can also service and support out of warranty Flux system that were not originally purchased from Thinklaser.

Absolutely. We offer on-site training for machine operation, maintenance, software use, and safety protocols to ensure your team can operate and maintain the system effectively.

Yes, we provide emergency repair services to minimise downtime. Our engineers respond quickly to urgent repair requests and aim to restore your machine as soon as possible.

Yes, we provide comprehensive LEV testing, maintenance, and certification services to ensure your fume extraction systems comply with UK safety regulations.

Yes, we offer tailored maintenance contracts specifically for educational institutions, with scheduling options designed to minimise classroom disruption.

Signs that your laser system needs maintenance include reduced cutting or engraving quality, misalignment, irregular power output, or unusual sounds from the machine. Contact us for an inspection if you notice any of these issues.

The time required depends on the issue, but most standard repairs can be completed within a few hours. For complex repairs, we aim to minimise downtime by providing a detailed service plan.

We recommend servicing your laser system every 12 months for standard usage, and more frequently for high-volume production environments to ensure optimal performance.

A standard visit includes a comprehensive system inspection, optics cleaning and alignment, mechanical checks and lubrication, software updates, and a detailed performance report including the laser output power measurement.

We supply a wide range of spare parts, including lenses, mirrors, laser tubes, belts, power supplies, and more. All parts are genuine and sourced to meet the highest quality standards.

Description of Problem:

No movement, restricted movement or intermittent vertical movement of the cutting bed (Z Axis). Can be accompanied by a grinding noise

Possible Causes:

1. Software Setting
2. Blockage
3. Table Limit Switch
4. Wiring
5. Auto Focus Pen
6. Fuses
7. Bed out of level 

Possible Solutions:

1. Perform a system reset from HMI.
   1. Check RDWorks Vendor settings making sure Z – Enable Limit Trigger is ticked
2. Check bed path is not blocked.
   1. Check all drive belts are not damaged and are securely fitted.
   2. You should be able to twist the drive belts around to 45 degrees maximum by hand 
3. Check that bed is level.
   1. Check machine level first 
   2. Check bed level
   3. If you hear a grinding, this is likely that the bed motors are out of sync. Turn off the machine and twist the drive screws by hand to level the bed
4. Ensure both Limit switches are working via the Diagnostics and that they are making contact.
   1. ensure that the limit switch under the table is not bent due to over travel
5. Ensure power is being supplied to all motors and check all wiring is securely fitted to controller.
   1. Visually check wiring for damage.
6. Ensure Auto Focus Pen is working correctly,
   1. Check with Diagnostics.
   2. Remove and ensure the silver tip moves freely.
   3. Clean the tip with IPA or acetone if stuck and continue to clean until movement is restored.
   4. Check bolts holding autofocus pen are tight on the lens tube and the autofocus pen is not moving 
   5. Visually check wiring for damage
7. Check fuses are not blown.
   1. These are the grey brown slots under the Schneider contractors in the electrical panel
   2. If blown, replace and call Thinklaser 

Description of Problem:

No Laser Power – beam not firing and no reading on the milliamp meter registered.

Possible Causes:

1. Interlocks
2. Tube Fault
3. Chiller water flow issue
4. Chiller Signal Cable
5. Software Settings
6. PSU
7. Wiring
8. Emergency stop button has been pressed

Possible Solutions:

1. Ensure all interlocks are closed, front lid and rear door magnet.
   1. the magnet can shift when changing the tube – ensure it lines up with the black sensor on the left hand side of the door as you look at the back of the machine
2. Check tube for damage (use caution as you are near High Voltage)
   1. Cracks or leaks in the tube
   2. HV leads are securely connected (red and black leads to either end of the tube)
3. Ensure chiller is turned on and there are no blockages
   1. You should see a steady flow of coolant through system
4. Ensure Chiller Signal Cable is plugged in at chiller and laser machine.
   1. Visually check cable for any damage.
5. Ensure laser output is turned on within the job file
   1. RDworks, select profile, is output option set to yes
6. Ensure power is being supplied to the PSU. (use caution as you are near High Voltage)
   1. use a multimeter
7. Ensure all wiring on the laser tube is securely fitted. (use caution as you are near High Voltage)
   1. HV leads to Tube ends 
      1. Are the leads securely attached 
      2. Is the lead still taped to the tube?
      3. Are the Power supply leads connected to HV leads (grey brown screw in connectors that connect the red and black HV lines to the machine)
8. Release the emergency stop by rotating clockwise until a click is heard and the button pops back out.

Description of Problem:

Low Laser intensity while running a job – normally seen as incomplete cuts even though power and speed settings are normal for that specific material. 

Possible Causes:

1. Contamination on Mirrors and Lens
2. Laser Misaligned
3. Lens assembly nozzle blocked
4. Software Setting
5. Chiller
6. Tube Fault
7. Laser PSU Fault

Possible Solutions:

1. Inspect all turning mirrors, clean if necessary. Inspect focus lens, clean if necessary (only use IPA on lens).
   1. Check the lens is correct side up (the slightly convex side of the lens should be facing the laser) 
2. Check Laser Alignment on the turning mirrors.
   1. Ensure the beam alignment through the nozzle is central
   2. Is the nozzle warm after cutting? If yes then the beam is not central in the nozzle
3. Check nozzle is free of debris.
   1. Clean with IPA or acetone with a cotton bud
4. Ensure the power settings within the job file are set correctly
   1. check the cutting parameters data sheet as a guide or starting point
5. Check the water in the chiller and pipes for any contamination or debris.
   1. Flush chiller and re fill with clean purified water or distilled water.
   2. Check for air bubbles in tube.
6. Inspect the tube for damage
   1. visual check for cracks or leaks
   2. are HV leads securely attached to terminals and secured to the tiube
7. Ensure the correct current is displayed on the Amp meter on the front of the machine above the controller.
   1. 40W: 20mA
   2. 60W: 22mA
   3. 80W: 27mA
   4. 100W: 28mA
   5. 130W: 29mA

Description of the problem:

Poor Cutting/Marking – normally seen as poor edge quality, faint engraving or incomplete cuts when power and speed settings are unchanged for that specific material

Possible Causes:

1. Contamination on Mirrors
2. Focusing Lens
3. Auto Focus Pen
4. Nozzle contaminated
5. Laser Misaligned

Possible Solutions:

1. Inspect all turning mirrors.
   1. Are they clean and clear
   2. Clean with IPA to remove any dirt build up (especially after cutting MDF or Ply)
2. Ensure the correct focusing lens is fitted for the job:
   1. 2” Lens (50.8) Engraving
   2. 2.5” Lens (63.5) Cutting & Engraving
   3. 4” Lens (100) Cutting
3. Inspect focus lens for damage & contamination, clean or replace if necessary. (IPA only)
4. Check the lens is correct side up (the slightly convex side of the lens should be facing the laser) 
   1. 
5. Ensure the beam alignment through the nozzle is central
   1. Use alignment tool or checkout blog#9.
   2. Check is the nozzle tip is warm after cutting. If the beam is centrally aligned then the nozzle should be cold, if the beam is out of alignment the nozzle tube will be warm/hot. 
6. Ensure the focus height is set correctly (appox 44.5mm) 
   1. 
7. Check nozzle for any contamination
   1. Are there any blockages 
   2. Is the Nozzle tip damaged or dented
8. Check Laser Alignment on the turning mirrors

Description of Problem:

No movement, restricted movement or intermittent/jerky movement on X & Y Gantry

Possible Causes:

1. Software Setting
2. Blockage
3. Axis Limit Switches
4. No Power
5. Wiring
6. Fuses

Possible Solutions:

1. Perform a system reset from HMI
   1. Reset button, bottom left of controller 
2. Check gantry path is not blocked. Check all drive belts are not damaged and are securely fitted
   1. Belts should be tight and you should be able to twist the belt around 45 degrees by hand
3. Ensure the X & Y Limit switches are not active (i.e. Red LED is only on when head is in home position) and working correctly.
   1. Check in HMI diagnostics on the controller.
   2. Visually check wiring for damage.
4. Ensure power is being supplied to all motors – you will require a multimeter for this
5. Ensure all wiring is securely fitted to controller. Visually check wiring for damage.
   1. Test feedback to controller – multimeter required
6. Check fuses are not blown.
   1. These are the grey brown slides under the white Schneider contractors in the electrical cabinet
   2. If blown – replace and call Thinklaser.

• Reduce the laser power or increase the cutting speed to prevent excessive burning.
• Use an air assist system to blow away debris and prevent burn marks.
• Use masking tape on sensitive materials to minimise burn effects.

• Check that the water chiller or cooling fan is operational and properly connected.
• Inspect the water flow and ensure there are no blockages in the tubing.
• Ensure the water temperature is within the recommended range (around 20°C).

• Check for belt tension issues and adjust them to ensure consistent motion.
• Recalibrate the x and y axes to ensure accurate movement.
• Verify that the design file is correct and does not have any distortions.

• Refer to the user manual for specific error codes and solutions.
• Try restarting the machine to see if the error resolves.
• Check all cable connections, including power and communication cables.

• Check that the fume extraction system is operational and working effectively.
• Inspect the filters in the extraction system and replace them if clogged.
• Use an air assist system to reduce smoke build-up around the laser head.

• Check the machine’s mounting points to ensure it’s sitting level.
• Inspect the belt tension and adjust if necessary to prevent slippage.
• Ensure the laser bed is properly supported and free from vibrations.

• Verify that the laser head is correctly focused for the material’s thickness
• Check for debris or dust on the mirrors and lenses.
• Ensure that the cutting bed is level across the entire work area.

• Perform a full alignment check on the mirrors and adjust them as necessary.
• Use an alignment tool to verify that the laser beam is travelling in a straight path.
• Inspect for any loose mounts or components that could disrupt alignment.

• Inspect and clean the optical components (mirrors and lenses).
• Check that the workbed is level; an uneven bed will affect cutting depth.
• Ensure the material is flat and secured in place on the bed.

• Ensure that the focus is correct for the material thickness.
• Increase the power setting and reduce the speed of the laser for better penetration.
• Make sure the material is not reflective, as this can scatter the beam.

• Ensure that the material is flat and not bowed or warped.
• Check the height adjustment of the laser head and set the correct z-axis distance.
• Verify that the workpiece is secured properly on the bed.

• Check the belts and pulleys for any wear and replace if necessary.
• Lubricate the guide rails to ensure smooth movement.
• Inspect the stepper motors for any issues and contact a technician if needed.

• Check for any overheating issues with the laser tube or power supply.
• Verify that the job file is not corrupted and re-load it if necessary.
• Inspect for mechanical issues such as belt slippage or motor malfunction.

• Reboot the machine and attempt to re-home the laser head.
• Inspect the stepper motor drivers for faults or misconfiguration.
• Verify that no debris is blocking the movement of the laser head.

• Increase the power setting or decrease the speed for deeper engraving.
• Check the focus to ensure it is properly adjusted for the material thickness.
• Ensure the laser beam is clean and aligned.

• Check no interlocks are activated e.g. doors or water chiller.
• Check that the laser tube is properly connected and receiving power.
• Verify that the laser tube has not expired and requires replacement.
• Inspect the laser power supply for signs of failure.

• Check for water leaks or condensation around the laser tube.
• Ensure the laser tube is properly grounded to prevent electrical discharge.
• Inspect the cooling system for any malfunctions.
• Check for carbonisation or pinholes in the insulation material and repair as required.

• Ensure the cooling system is operational and properly circulating water.
• Check the water flow and clean the system if necessary.
• Monitor the ambient temperature and avoid running the machine in excessively hot environments.

• Ensure the laser tube is firing by checking for beam output.
• Check the laser power supply for faults or blown fuses.
• Inspect the wiring and connections to the laser tube.

Ensure that there are no obstructions on the gantry or belts.

Check the stepper motor connections and ensure they are secure.

Reboot the system and reset the machine’s software settings.

• Verify that the focal length is correct for the material being used.
• Check the focus lens for scratches or damage and replace if needed.
• Ensure that the z-axis is functioning and adjusts the laser height correctly.

• Ensure the material is held flat against the bed and not shifting.
• Adjust the engraving speed or resolution settings in the software.
• Clean the optical components to ensure a clear and consistent beam.

Clean the lenses and mirrors; debris or dust can reduce the laser’s effectiveness.

Check the alignment of the optics, as misalignment can reduce power.

Verify that the laser tube is not near the end of its lifespan.

• Ensure the material is properly clamped or secured to the bed.
• For thin materials, consider using a vacuum bed to keep them flat.
• Check the alignment and levelling of the laser bed.

• Check that the air assist compressor is turned on and functioning properly.
• Inspect the air tubing for leaks or blockages.
• Ensure the air assist settings are activated in the software.

• Check that the USB or Ethernet cable is connected securely.
• Ensure the driver software is correctly installed on your computer.
• Restart both the computer and the machine to reset the connection.

• Inspect all water connections and tubing for leaks or cracks.
• Ensure that the water reservoir is filled to the correct level.
• Regularly clean and maintain the cooling system to prevent clogs and leaks.

• Reduce the power output and increase the speed of the laser.
• Apply a masking layer to the surface to protect against heat damage.
• Make sure the material is suitable for laser processing.

• Check for loose belts or pulleys and tighten them if necessary.
• Recalibrate the laser bed and re-home the laser head.
• Ensure the design file is aligned properly within the software.