Before resetting, ensure the laser head is at the origin, the machine is ON, and both the emergency stop button and safety key are engaged. Once confirmed, press the reset button located on the front of your laser (next to the USB port). Listen and observe what happens. After a minute or two, power OFF the machine, wait 2 minutes, then plug it back in and turn it ON again. Open IS, add a square shape to your canvas, hit “Make,” and check if you can frame this time.
In addition, you might want to check this thread that has been discussed couple times and double check it in your end. Hope this helps! Otherwise, you might be needing a replacement.