Troubleshooting

Choose the symptom closest to what you see.

LaserStudio stays on the loading screen

1. For a portable build, extract the whole ZIP to a folder before starting the app. Check that wwwroot is next to the executable.
2. Check that Microsoft Edge WebView2 Runtime is installed.
3. If startup still fails, keep the startup diagnostic log and record the last message on screen.

The machine doesn’t appear

1. Open Windows Device Manager and look under Ports (COM & LPT). If Windows does not show the device, check the USB connection and the manufacturer’s driver instructions.
2. If Windows shows a port, select that COM port in LaserStudio and close any other application using it.
3. If LaserStudio still cannot connect, record the COM port, machine profile and the connection message. See Machine setup.

The design is missing from the preview

1. Check that each intended layer is visible and has output enabled.
2. For Fill, check whether the contours are closed. For text, try converting a working copy to paths. For a traced image, check that the vectors are on the intended layer.
3. Generate a fresh Preview job. If only part is missing, check the affected object with Artwork Check.

The dry run starts in the wrong place

If the entire job is shifted, check the active machine profile, bed dimensions and job origin. If the footprint is correct and the shapes run in the wrong order, check layer order and the lettering cut-order settings. Review a fresh software preview before requesting motion again.

Del does nothing

Click the object on the canvas so the selection handles appear and focus leaves any text or numeric field. If the object or its layer is locked, unlock it before pressing Del. For an image, use the image selection handles to confirm you selected the bitmap itself.

AI Studio reports no key

Check that the Windows user variable is named LASERSTUDIO_OPENAI_API_KEY and restart LaserStudio. If the key is recognised and the request fails, check OpenAI API billing and access. See AI Studio and OpenAI setup.

What to include in a support report

• LaserStudio version, Windows version and whether you used the installer or portable ZIP.
• The steps to reproduce the problem, what you expected and the exact error message.
• For machine problems, the engraver model, profile and COM port. For artwork problems, a small sample project if you can share it.
• A screenshot or relevant log excerpt with API keys and licence keys removed.