Brand new machine, came with bent door bent back bar and now machine grinds when it retuns home, email support and i get a long email i cant even understand
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Hi @cyndra_Moore. Welcome to the community. I’m sorry your machine arrived damaged, and that you’re experiencing this communication error. Was the email in a different language? Or were the instructions just difficult to understand? They usually respond coherently in English, if that’s the language your email correspondence was written. They will want your order number and either photos or video of the damage. I would try again, and tell them you don’t understand their previous email. Maybe, send a screenshot of the email if it’s not in your preferred language. Most of the time, support offers a satisfactory resolution, especially if a machine arrives damaged or defective. Let us know how it goes once you’ve tried to reach them again. Wishing you lots of luck.
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I sent sn email like they told me with a video, and they sent me somthing i did not understand. It is giving me real ptsd with a dtf printer i had to throw away after failed chinese help.
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Ok, maybe, try screenshotting the email and I’ll see if I can make sense of it and let you know what they’re asking. You can use the arrow icon to upload the screenshot.
Also, when you reply, be sure to click on the “reply” under this comment, so I will be notified that you replied to me. That way I can respond faster to you.
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Sorry new to this
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It’s ok. We were all new at one point lol.
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Update sending new machine
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Ok, thank you for the screenshots. So they believe you may be having a rehoming issue, as it will make a grinding noise if it can’t re-home properly.
So here’s what’s actually going on with your machine. The grinding when it tries to go home isn’t a software thing — it’s a homing sensor not being triggered. Loklik hides tiny optical sensors inside the rails, so you won’t see a clicky switch like other engravers. When the machine moves back to “home,” it’s supposed to hit that sensor. If the sensor never gets triggered, the machine thinks it hasn’t reached home yet and just keeps pushing until it grinds.
Because your back door is bent and the back bar is bent, the gantry isn’t lining up with the rear Y‑axis sensor. So the machine literally can’t detect home. That’s why it’s grinding. It’s not your fault and it’s not something you can fix with settings. It’s a physical alignment issue caused by the bent parts it arrived with. Support sent you a super technical email about checking limit switches, but that’s not going to fix a bent frame. The machine can’t home because the parts are damaged. You need replacement parts or a replacement machine, period. I wrote you a message you can send back to support so they stop giving you the runaround. It explains the issue clearly and tells them exactly what’s wrong.
You can copy/paste this to them in your next email. Be sure to send a photo of the damage, even if you already have.
Hello, thank you for the response. I’ve reviewed the instructions you sent about checking the limit switches, but the issue is not related to calibration or settings. My machine arrived with a bent back door and a bent back bar, and because of that, the gantry is not able to reach or align with the rear Y‑axis homing sensor. This is causing the machine to grind when returning home, because the sensor never triggers and the machine keeps trying to move past its physical limit. This is a hardware alignment issue caused by the bent parts the machine arrived with.
I need replacement parts or a replacement machine, because the frame damage is preventing the homing sensor from being triggered.
Let me know what they respond back with, and we’ll go from there.
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Oh, ok lol! Great! I’m happy they’ve agreed you need a new machine!
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