FREQUENTLY ASKED QUESTIONS

Support & Registration


TECH SUPPORT For assistance with your product or any questions, please call Tech Support at (419)491-4520. SOFTWARE DOWNLOADS & INFO For software, go to our DOWNLOADS & LINKS page REGISTRATION To register your CNC machine, visit our registration page Here




Warranty & Return Guidelines: Defective Merchandise


Customer pays for shipping of the item back to Next Wave. If it is deemed defective by Next Wave Automation (NWA), NWA will reimburse shipping and swap out part depending on length of ownership. Full credit within 90 days or swap out of machine for a working unit/part after 90 days. If it is determined not to be defective, customer would pay for repairs and the item would be returned at customer expense. Contact Support@NextWaveCNC.com or by calling (419)491-4520 before returning any product to receive an Returned Goods Authorization #.




Warranty & Return Guidelines: Non-Warranty Returns


The customer would pay to return this and there would be a 15% restocking fee. Non-Warranty returns from the customer will be accepted in the first 30 days and must be returned complete in the original box. Software that is already registered can’t be used again and cannot be returned or credited. Contact Support@NextWaveCNC.com or by calling (419)491-4520 before returning any product to receive an Returned Goods Authorization #.





General Information

Files do not display or it does not run right


If any of these problems persist then contact customer support for further assistance.





VCarve and Post Processors

 

Files do not display or it does not run right


If any of these problems persist then contact customer support for further assistance.





Maintenance & Wiring

Files do not display or it does not run right


If any of these problems persist then contact customer support for further assistance.





Laser Problems

Support & Registration


TECH SUPPORT For assistance with your product or any questions, please call Tech Support at (419)491-4520. SOFTWARE DOWNLOADS & INFO For software, go to our DOWNLOADS & LINKS page REGISTRATION To register your CNC machine, visit our registration page Here




Warranty & Return Guidelines: Defective Merchandise


Customer pays for shipping of the item back to Next Wave. If it is deemed defective by Next Wave Automation (NWA), NWA will reimburse shipping and swap out part depending on length of ownership. Full credit within 90 days or swap out of machine for a working unit/part after 90 days. If it is determined not to be defective, customer would pay for repairs and the item would be returned at customer expense. Contact Support@NextWaveCNC.com or by calling (419)491-4520 before returning any product to receive an Returned Goods Authorization #.




Warranty & Return Guidelines: Non-Warranty Returns


The customer would pay to return this and there would be a 15% restocking fee. Non-Warranty returns from the customer will be accepted in the first 30 days and must be returned complete in the original box. Software that is already registered can’t be used again and cannot be returned or credited. Contact Support@NextWaveCNC.com or by calling (419)491-4520 before returning any product to receive an Returned Goods Authorization #.





Firmware & Software Registration

Files do not display or it does not run right


If any of these problems persist then contact customer support for further assistance.





Connecting the PC to the CNC

How do I connect to Next Wave Administration Tech Support?


If at any time you have CNC issues we will be happy to help assist you.

We have staff on call from 9:00am to 5pm ET M-F at (419) 318-4822

Contact via email at support@nextwavecnc.com or our help form at Online Contact Form.




What are other sources of information?


  • Vectric also has good online email help if V-Carve is giving you issues. support@vectric.com There are also over 50 hours of video tutorials on the Vectric.com website.
  • There is a Shark Users Forum online at http://www.cncsharktalk.com as well as a number of YouTube videos on both your CNC and V-Carve.




Warranty & Return Guidelines: Non-Warranty Returns


The customer would pay to return this and there would be a 15% restocking fee. Non-Warranty returns from the customer will be accepted in the first 30 days and must be returned complete in the original box. Software that is already registered can’t be used again and cannot be returned or credited. Contact support@nextwaveautomation.com or by calling (419)491-4520 before returning any product to receive an Returned Goods Authorization #.





Startup & First Tap File

Why is my laser not firing?


  • Do you have the correct post processor? Click Here for the latest Next Wave Post Processors
  • Do you have the safety key turned horizontal?
  • Is the laser plugged into a regular power outlet and not the controller?
  • Do you have a green light when the laser hub is plugged in and a red light when the program is running?
  • Do you hear the laser fan running?
  • If the above answers are yes but you do not have the blue laser light please call support.
  • If your file was created with the Raster File program if you have a lot of white space to start, redo you file with the white space cropped.
  • If you created a standard bit laser definition, do you have a depth of .001? Zero depth can cause the VCarve tap file to fail.




Oops I ran a regular router post processor while my Laser was chucked up and spun the Laser, what do I do now?


  • If there is no discernible damage to the laser head, cable, or hub, resave your toolpath with the correct post processor and try the file again.
  • If the laser does not fire after this or there is noticeable damage to the laser head, cable, or hub; these parts will need to be sent in for repair. Contact Support at Support@NextWaveCNC.com for a RMA.




My laser burn is very light, what am I doing wrong?


  • Is your height at the proper focal distance of .1 above your project?
  • Is your power RPM set to 100%, at least 1000 RPM?
  • Is your travel speed less than 50 IPM, slow it down some more.
  • If you cannot get a good burn at 20 IPM, call support.
  • Do you have a lot of hours on the laser? If so clean the lens.





Additional Help

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For Sales and product related questions please email us at support@nextwavecnc.com or call us at 419-318-4822 9AM-5PM EST Mon-Fri.

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