I originally posted the following as a reply on another thread, but thought I should repost it as a new thread since there may be some people who have had the same issue. Please forgive the duplicate posting...I will delete the other post.
As promised, I am keeping you up to date on our adventures in engraving. My staff and I have been training/practicing for about four days, and it has been pretty amazing. I'm sure the small items we have created as we learn our way around the machine would not be all that impressive, but we have definitely been impressed by user friendly dashboard, and the way the machine works.
Unfortunately, we have hit a snag. So a part of our learning experience will be troubleshooting and working through a problem big enough to take us down.
Here is the problem.
It started two days ago, with one small incident. My assistant was working her way through a tutorial, and in the middle of it, the machine showed "internal error/drive error fault detected" on the screen. We shut it down and restarted, and everything was back to normal and we did quite a bit more work. Yesterday one of my students was working, same thing happened. This time shutting it down didn't work. We tried several times, and three of those times we gave it several minutes between restarts. We noticed that the first couple times we tried to restart, the initialization went through its paces until it got to the "Homing" part, and the table tried to move (lower) but didn't, and the laser went far back into the cabinet. The fourth time we restarted (with loving pats and encouraging words) the table lowered, the laser went back deep into the cabinet, and then it showed the error again and wouldn't do anything else. That's as far as we have gotten.
Now, I know better, but I never established up front with the company we bought the machine from whether I am supposed to call them for tech support, or call Epilog directly. Since we have one of the trainers/technicians coming back on Friday, I thought I should call the company we bought it from first. They have been in contact with Epilog, but so far I haven't heard anything more. I am waiting until about 2:30 (pacific time) this afternoon, then I will call Epilog directly. The company we bought from is very responsive and trying to help, but if Epilog needs me to try anything or look at anything, I think direct contact is my best route. I want to make sure if there is a defective part that needs to be ordered, I can get it here before Friday.
Since all of this is a learning process, I will let you know how it goes. I know that part of owning/operating equipment is figuring out what to do when something goes wrong, so this should be interesting! And who knows...maybe some Epilog Fusion owner out there has had a similar issue?
Michelle