My iengrave seems to be misaligned- when it tries to begin a cut or return to home the gears are still trying to turn once it is already in the furtherest back position…
I have an email and call into help desk- but thought maybe someone had personal experience and could offer advice!
Hey @Nancy_Lumpkin! That definitely sounds frustrating—especially when the gears keep grinding after hitting the back limit. I’ve seen similar behavior when the motion sensor or limit switch isn’t registering properly, which can throw off the homing sequence.
A few things you might try while you wait to hear back from support:
Power cycle the machine and check if the issue persists after a full restart.
Inspect the rails and gear track for any debris or obstructions that might be interfering with the sensor.
Manually move the carriage forward a bit before powering on, just to see if it resets the position logic.
If you’ve recently updated firmware or software, it might be worth checking for a rollback option or reinstall.Keep us posted—would love to hear what the help desk says as well!
RESET BUTTON is your least option for you to do located at your iEngrave Machine.
Yes, you’re right, here you can get help quick. Not me, I don’t have the iEngrave, but @rinsky, @Ideart_Studio, @Cory_Barger or anyone else can sure give you some hint.
Edit: haha Rinsky, our comments crossed! Xddd
When that happens to me what I do is to mark the position 0 myself from the program, I don’t know which program you are using but I get scared when it crashes suddenly because I think it could be damaged, but from the program I use which is Lightburn I position the laser in the position I want and then in the program I give the same way to mark position, also keep in mind that we have to set the same size of the canvas in our program to the dimensions that the machine and the laser work rearmente, iEngrave does not reach to its total edges, and it is something that I found very strange the first time I used it since I have another laser and reaches the lateral edges of the laser frames, but it is as @redhada and @rinsky inform you, you can contact the support and test it but keep in mind the dimensions of your canvas that are equal to the cutting area allowed by iEngrave, if you can not solve it, reset to factory state as mentioned Rinsky, good luck and we are here to help you if you have more problems.
@rinsky - I may send you a message in the FB chat if you don’t mind…
Maybe I didn’t explain it well, but the laser homing device part you mentioned seems to be the most logical explanation, it has nothing to do with what’s on the mat or any of that because I restarted all of that stuff first, I think that maybe when I get home, I will take off the air assist nozzle and make sure there’s nothing on the Screen as suggested in some troubleshooting. Unless that’s not the fix for these things
I’m so frustrated with this!!!
It’s been 6 days and it takes 24 hours to get an email response- that comes in the middle of the night-
They’ve asked for things and when I ask what that means I get no response- they just ask something new!
I don’t want to return this machine but at this point I don’t know my other options!!!
Can someone tell me what the live chat hours are? I’ll be glad to stay up late or wake up early to get live help!
@rinsky @Cory_Barger @Ideart_Studio maybe one of you can help
Thanks for the tag, @Marino! I helped her troubleshoot last time and saw the issue up close. From what she shared, it really seems like her iEngrave might be defective. At this point, she could really use a mechanical inspection—or even a replacement—from the support team. Just wanted to make sure @Jodie & @OliviaZzz are aware.
I dont know how much help I could be at this point, I still can’t get my iEngrave to connect to my iMac and have been subject to only using the app on my iPad. I reached out days ago for help and even tried to solicit help in the Facebook group and have yet to receive a response myself. I feel her frustration but at least my app is working. I know she has not been able to do anything at all. I agree with @rinsky that the device may in fact just be defective and she made need a replacement.
@Cory_Barger thanks for your reply!
My software works great- both on the laptop and the app-
My hardware is struggling! It’s like the laser doesn’t know where it is on the grid- it moves back to the origin and the gears keep turning and grinding like they have farther to go
I don’t want to mess with it too much because I don’t want to strip the gears or burn out the motor!
I was hoping it was an easy fix- but I’m losing hop on that!
I am sorry @Nancy_Lumpkin, I remember now. Dang it has been a long week. LOL! I remember what you said about the laser and the fact that it keeps turning and grinding the gears even though it is back in the origin position. That is so weird. I know there is a “reset” but I wonder if there is a”hard reset” that is like wiping the slate clean and starting over from day one. Hopefully you get some information from the support team. If I get any help with my issue and you have not gotten any resolution with yours, I will be sure to bring it up that several of us are having some issues.
Thanks @Cory_Barger
I’m going to send an email now with some specific questions like your above- maybe if I can get several tips in one response my 24 hour wait will be more productive!
That sounds like a great idea!! I will keep my fingers crossed for you!
Hi @Nancy_Lumpkin! I heard your iEngrave issues have been resolved. 
If you have time, please keep us updated and share how you fixed your machine—this could be a helpful reference for members who encounter a similar problem. Thank you!
Having this problem too!! @Cory_Barger , have you been able to figure it out? Because I cannot get it to connect to Lightburn or IdeaStudio on my Mac
I was able to get it connected to Lightburn but not the LOKLiK desktop app. What I did was take the SD card and leave it in the reader and leave that plugged into a port on the computer. I don’t know why that worked but it did. I have not tried that trick yet with the LOKLiK desktop app but plan on trying it tomorrow. I actually bought a different laser from another company because the laser module quit working after two weeks. They did replace it and I have been using it off and on but only been using LightBurn. My other laser isn’t compatible with LightBurn and my free trial will be up soon so I gotta try to get it connected to my iMac. I hope my suggestion helps you at least get connected to LightBurn.
Sorry- took me a while to get back! Life has been life! The sweet customer service girls were able to help me- the best I can describe is that the little electronic chip on the left that moves front to back should light up when it is in the full back position and in the full front position- mine was not-
I hate to post this part because I’m not sure it’s the best suggestion- but basically they had me push my crossbar as hard as I could to get it to the rear most position and the light came on.
I have used may machine very sparingly since this- 1 I’ve been a little timid after my struggles and 2- life being life has been busy!
If you ever happen to have this issue please reach out to them- and be patient! I will be glad to help and answer questions if I can!
Thank you so much for circling back and sharing this—life absolutely does life sometimes, and I’m glad you were able to get help from the customer service team! That detail about the chip lighting up only at the full front/back positions is super helpful to know. It’s those little quirks that can make all the difference when troubleshooting.
And don’t worry about the crossbar tip—it might not be textbook, but real-world fixes often aren’t! I appreciate you being honest about it and giving that heads-up. It’s great to know it worked for you, and I’m sure it’ll help someone else who’s stuck and feeling just as timid.
Totally hear you on using the machine sparingly after a rough patch—sometimes we just need a breather before diving back in. When you’re ready, I hope it feels smoother and more fun again. And thank you for offering to help others too—that kind of kindness keeps the community strong 
Were you able to get the issues resolved?