TABLE OF CONTENTS
The main purpose of the 1-hour training is to learn to operate the machine and get a crash course in LightBurn and cover anything specific to your workflow like importing files from other applications, etc...
We have found that following the CHEAT SHEET - Important Preparation & First Steps, and paying special attention to the parts that need to be done 'before you operate the machine', are sufficient to have your machine up and running for the training.
If you have issues prior to your training, don't wait. just email firstname.lastname@example.org with your issue and we will assist. that creates a support ticket, which is always the first step to get assistance anyway, and the team can collaborate and respond. all you have to do is reply to our emails.
We can rapidly deploy comprehensive documentation and resources, schedule or initiate remote and/or phone sessions, and much more from within the ticket system. If you need setup assistance we can often assist in near real-time. Thunder has been honing its technical support systems for almost 20 years and we have a proven system.
Here is more on how support works: Best Practices For Utilizing Remote Support
here is a section of that article that is especially important:
"Use The Right Support Channels
There are many different groups, forums, and pages that are specific to Thunder Laser. These are great places to find answers. We monitor many of them and sometimes there are delays because they are researching and finding the best solution for you.
Posting the same question in multiple places sounds like a great idea to get the widest range of responses in the shortest amount of time but it's not... Social media is the worst possible place to conduct support. Questions and answers fly around all over the threads so it's impossible to manage and aggregate the information. This is especially troublesome for the support community because a great deal of their time is used trying to provide the correct information across all the channels to mitigate any possible dissemination of unintentional misinformation.
Also, Thunder machines are very different from 'other lasers'. We have proprietary systems and specific documentation and data for them. Asking thunder-specific system questions in a non-thunder-specific 'generic' group may not be the best way to get answers. they are often misleading or incorrect.
We are utilizing enterprise-grade service and support management systems complete with a client portal. This system allows us to monitor support history, failure rates, and other data by a client, machine, part, etc..., keep complete user and machine histories, provide digital assets in almost real-time, schedule or even initiate instant remote sessions/phone calls, and much more from within the system so nothing gets lost in translation.
Thunder USA clients can access all of their service records in one place. The more we utilize this support system as the first point of Thunder USA technical and warranty support, the more efficiently we can remedy your issues.
It is terribly inefficient and difficult to provide personalized technical support on social media, text, private message, etc... We can and do answer questions on social media and other forums but those are usually more general in nature and good info for the community.
if you email a thunder 'personal' email or use any of 10 social messaging apps, we miss them because our focus is solely on the support portal and associated systems. thunder laser china engineering also monitors and responds in our system so it's practically manned 24/7. And if you CC everyone at thunder, we will all be working on your issue and against one another while pulling critical resources from other clients.
If we try to troubleshoot your specific issue on social media others may inject information that takes away from our highly developed diagnostic workflow or even give you the wrong information which causes us to have to police the comments and take away from our core functions.
We do offer phone support as well but it is also extremely counter-intuitive and negatively affects efficiency and resolution time. All of our information is digital and often there are tutorials to watch, steps to perform, etc... Additionally, unless we record or transcribe the calls in some way, the team cant see the collaboration.
It causes a significant strain on our service burden if we have to sit on the phone with someone while feeding them info through the emails and waiting while they read, watch, and perform the steps. and none of it is in the service history.
Calling in can mean delays in response too, as we are typically on scheduled training and support sessions most of the time. We have implemented a system to email all tech support voicemails into the ticket system so a ticket is generated. This also takes more time because we have to search for the client in our databases to find an email address associated with the client.
The fastest, best, most efficient way to get tech support is by emailing email@example.com"
The Usual Suspects
Okay, now that is out of the way, here are the common things that most sessions reveal could already be done:
See the second video for the most common mistake, which is entering the values on the card while lightburn is in inches. the values on the card are metric so lightburn has to be set to metric while entering the values (or you can convert the values to inches and enter the imperial value):
Thunder Laser Scanning Offset Adjustment
Cleaning the Optics
The optics can get a film on them from the environment during transport, etc... as well as other factors so it's critical to inspect and clean them prior to use.
Inspecting and Cleaning Nova Series Optics
This is what can happen if you don't frequently check your optics: Common ZnSe Focus Lens Failure
Please learn the air assist system. They don't come at preset flow rates. You must set up the air with the valves on the air assist panel.
This is what can happen if you don't have adequate air to your optics: Common ZnSe Focus Lens Failure
The Basics Of Focus
Nova Series Overview - Heads, Optics, Focus
Nova Series Auto Focus 101
Preventing & Recovering From A Head Crash
Making sure all of the things here and in the cheat sheet are completed will provide a better understanding of the operation of the machine and allow for a smoother training experience.
If you need help with setup or have any issues, just email support@thunderlaserUSA.com and we will assist.