Professionally-consulted answers to your frequently asked questions.

About OMTech

We are a U.S. based company selling quality CO2 laser engravers and fiber laser markers, as well as laser parts, accessories, software, and more! We strive to provide excellent U.S. based technical support and timely customer service to our users.

Our headquarters and showroom are located in Anaheim, California. We have warehouses in California, Tennessee, and New Jersey.

Shipping and Warranties

On average, orders are fulfilled within 72 hours of payment confirmation.

On average, shipping will take approximately 3-7 business days after fulfillment. However, with recent slowdowns caused by the COVID 19 pandemic, expect shipping to be delayed up to 14 days.

Once your order is confirmed, you will receive a tracking code within 72 hours. However, due to unprecedented shipping demand caused by the pandemic, it may take longer. Please copy and paste this number into the assigned carrier's website (i.e. UPS, FedEx, etc.).

On average, you will receive a confirmation email within 72 hours of your placed order, followed by the tracking number. However, you can always reach our customer support at https://omtechlaser.uk/pages/contact-us

You have 30 calendar days to return an item from the date you received it. For more information, you can read our policy at https://omtechlaser.uk/policies/refund-policy

Once we receive your item, we will inspect it and notify you that we have received it. For more information, you can read our policy at https://omtechlaser.uk/policies/refund-policy

Yes, we do! We currently offer a 1-year warranty on all machines, machine parts, and hardware. We offer a 6-month warranty on laser tubes and power supplies of 70W and up, 6-month warranty on laser tubes and power supplies 40W—60W.

Payment

Yes you can! We are now offering pre-orders on Mid-Range and High Power models. You will receive your machine within 10 weeks and have pre-order price guarantee.

We offer the following payment options: Visa, Paypal, Mastercard, American Express, Discover, JCB, Diners Club, Elo, Shop Pay, Apple Pay, and Google Pay.

Technical support

Customer Support is available 24/7 on our website. You can submit a form, email, or call our team at https://omtechlaser.uk/pages/contact-us

Amazon/eBay Customer

If you are a Preenex customer from Amazon or eBay, please submit your questions to help@cs-supportpro.com

If you are an Orion Motor Tech customer from Amazon or eBay, please submit your questions to help@cs-supportpro.com

If you are a customer from Amazon or eBay, please submit your questions to help@cs-supportpro.com

If you are a customer from Amazon or eBay, please submit your questions to help@cs-supportpro.com

OMTech Laser and Orion Motor Tech are “sister companies”. Orion Motor Tech currently sells laser engravers, as well as auto parts and more on Amazon and eBay. In early 2020, the laser engraver and fiber laser marker product lines branched out and formed what is now, OMTech Laser.

Machines

The CO2 laser beam is safe with necessary precautions. However, the fiber laser beam requires extra safety measures including specialized laser eyewear.

Here at OMTech, our machines prioritize ease of use. That being said, we provide an instruction manual and user-friendly controls, as well as U.S. based technical support for additional assistance.

This depends on the model of your machine. All CO2 Cabinet Laser Engravers (except for the blue/white models) are compatible with macOS, version 10.11 and higher, if you use LightBurn.

Desktop lasers are often used for small-scale operations like arts & crafts and hobbyist projects, whereas cabinet laser engravers are for large-scale ventures performed by various business industries. Both are capable of engraving applications such as wood, glass, leather, and acrylic. Fiber markers, on the other hand, are designed for metal materials and hard plastics. Fiber markers are more powerful and engrave quicker than desktop and cabinet lasers by concentrating the laser beam into a thinner point.

The average wavelength of our CO2 laser engravers is around 10,000 nm.

Applications

Our desktop and cabinet lasers can engrave materials such as wood, glass, leather, acrylic, paper, and cardboard. Our fiber lasers are designed to engrave metal and non-metal materials like hard plastics.

Materials that should not be laser engraved with our machines are leather containing chromium, polyvinyl chloride, polyvinyl butyral. Polytetrafluoroethylene, beryllium oxide, and any materials containing halogens, epoxy, or phenolic resins.

Yes, you can! With the help of one of our CO2 Cabinet Laser Engravers of 55W+ and a rotary attachment, you can engrave tumblers and other mugs.

Software and Training

The 2019 and above CorelDraw versions are compatible with our courses.

Once you purchase a class, you'll receive the files and videos for the class which you can watch unlimited times. In terms of mastering the software, we recommend watching the training at least 3 times.

Q1. Laser tube cracked and/or broken. How can I get a replacement?
A. Should you received a cracked laser tube, please send us pictures that illustrate the issue and show the tube number & date. Upon receiving your material, we will review and assist you with a replacement tube accordingly.

Q2. There is water in the outer tube. Can I still use it?
A. We are afraid not. Unfortunately, the laser tube needs to be replaced. Please send us pictures that illustrate the issue and show the tube number & date. Upon receiving your material, we will review and assist you with a replacement tube accordingly.


Q3. Solutions for electric arc?
A. It depends on where the electric arc was. Please check the solutions below first and see if they help answer your question.
 on the high-pressure tube head
The laser tube needs to be replaced. (Please send us pictures that illustrate the issue and show the tube number & date.)
 on the electric wire
Please try resealing the wire and keep it away from the case.
Feel free to contact us at any time if you need further assistance.

Q4. The wire is burnt. What should I do?
A. You may first try resealing the wire to see if it takes care of the issue. If not, feel free to contact us for proper assistance.

Q5. The exterior is intact but got no fire. What’s going on?
A. Most likely the laser tube or the laser power supply needs to be replaced. We will need your assistance in making a troubleshooting video first so we can have a better understanding of the problem and handle this properly.
Please follow the steps below for troubleshooting and film your operations:
1. Make sure the power is over 25% and try the laser again
(If it is still not working, follow the below)
2. Set power to 45%
3. Press the PULSE button and see the current shown on the mA display
4. Send us the operation video along with the current result

Q6. Laser is quite weak. Any idea?
A. Most likely the laser tube or the laser power supply needs to be replaced. Kindly follow the instructions and contact us with the video of your troubleshooting steps below.
1. Make sure the power is over 25% and try the laser again
(If still not working, proceed with the below)
2. Set power to 45%
3. Run a test that illustrates the emitting situation of the laser tube and the laser power supply
4. Send us the operation video along with the current result.

Q7. There are abnormal light spots. Can you help?
A. Most likely the laser tube or the laser power supply needs to be replaced. Please provide us with a short video showing the operations below. That will help our technician to confirm the issue and give a solution soon. Your cooperation would be much appreciated.
1. Make sure the power is over 25% and try the laser again
(If still not working, proceed with the below)
2. Set power to 45%
3. Stick the double-sided tape to the laser head (Laser tube lower than 80W: tape on the first mirror bracket).
4. Press the PULSE button and see the current shown on the mA display.
5. Send us the operation video along with the current result.

Q8. The ceramic sealing cap is broken. How can I get a replacement cap?
A. This could possibly have been caused by rough transportation. Please send us pictures that illustrate the issue and show the tube number & date so we can keep a record and send you a replacement cap.

Q1. No power at all and the power switch does not light up. What should I check?
A. This could have several causes. In order to determine the exact cause, please first check the following and let us know.
1. Make sure the power supply has been properly plugged in (some models have 2 power cords that need to be plugged in).
2. Make sure the emergency switch is turned off and the laser switch is turned on. You may rotate the emergency switch clockwise to turn it off. If the laser switch doesn’t turn on, check if the fuse is burnt. The fuse and the switch could be replaced if defective.
3. With a volt meter, please test to see if the power supply is reading or outputting any voltage. If no voltage is detected, there could be a wiring issue. Please connect the wires properly. If there is voltage detected, the power supply needs to be replaced.

Reference Video

Q2. The current barely/never changes. How to troubleshoot?
A. The problem may lie with the power supply or the mainboard. We would love to help you walk through the troubleshooting steps and solve your issue efficiently.
Please follow the below instructions for troubleshooting:
1. Measure the currents respectively when you adjust the power to 25%, 50%, 75%, and 99%.
2. If the change is small or no change at all, please pull out the plug that is connected to the mainboard on the power supply
3. Directly press the TEST button on the power supply.
 If the change is still small or no change at all, we are afraid that the power supply is faulty.
 If the power supply current increases, we are afraid that the mainboard is proven to be faulty.
Please contact us with your troubleshooting result for further assistance.


Q3. The laser is working properly, but the ammeter is not on (or the current remains the same). What can I do?
A. It would be much appreciated if you could send us a video that illustrates the issue. Most often, we find that the LCD ammeter needs to be replaced under this circumstance.

Q4. Laser power is out of control.
A. The problem may lie with the power supply or the mainboard. We will need your assistance with some troubleshooting procedures first so we can resolve this problem more efficiently. Please follow the below instructions and contact us with details:
Please measure the currents respectively when you adjust the power to 25%, 50%, 75%, and 99% and determine the current type referring to the following:
 Low current (generally less than 10mA) and barely changes.
Disconnect the mainboard from the power supply, and directly press the TEST button on the power supply.
 If the current is still low or constant, we are afraid that the power supply is faulty.
 If the current increases, we are afraid that the mainboard is proven to be faulty.
 High current (generally more than 10mA) and barely changes.
Most often, this is due to faulty power supply.
 If the current changes normally, then the power control is working properly.

Q5. No laser at all and the current is 0.
A. Most likely the laser tube or the laser power supply needs to be replaced. Please provide us with a short video showing the operations below.
Please troubleshoot following the steps below and film your operations:
1. Set power to 45%
2. Press the PULSE button and see the current shown on the mA display
3. Send us the operation video along with the current result

Q1. Noisy axis
A. This could have several causes. Please help troubleshoot so we know exactly what is causing it. Please restore the factory settings using the password HF8888 or RT6666. Then, follow the instructions below:
1. Place the laser head to the center of the machine and turn it on again to check the operations.
2. If noise is generated after moving to the origin, please check whether the limit switch is triggered. You may put a metal on the limit switch to see whether the red light is on.
 If the red light is not on and there is noise when the axis is normally reset to the origin, but it can light up after putting the metal, then adjust the height of the limit to make it trigger stably.
 If it cannot light up after putting the metal, please contact us to replace the limit switch.
3. If noise is generated as soon as the machine is turned on, please open the control box and check the drive's lighting condition. Kindly refer to the following steps for further inspection:
Check the drive (single axis failure)
Check the drive (multiple axis failure)

Q2. The panel cannot make the laser head move.
A. This could have several causes. We will be glad to help! To make it easier to rectify the problem, it would be great if you could please follow the instructions below for troubleshooting:
1. Check the limit
2. Check if there is an error code on the panel.
 If there is “jog distance is 0,please reset”, please press the "Jog/Continuous" button on the panel under the initial interface.
 If there is no error code, please make sure that the computer is connected to the machine (you can confirm it is connected by trying to read the mainboard information):
 If the laser head can be moved in the software, then the panel is faulty.
 If the laser head cannot be moved in the software, restore the factory settings on the panel using the password RT6666 or HF8888, place the laser head to the center of the machine and then, turn the machine on.
 If the machine is reset normally, but the software and panel still cannot move the laser head, then the mainboard might be faulty.
 If the machine does not reset to the origin
Check the drive (single axis failure)
Check the drive (multiple axis failure)


Q3. Cannot move one of the X/Y/Z-axis
A. This could have several causes. Please try the instructions below. Your assistance will help us resolve the situation quickly.
1. Power off to check whether the problematic axis can be moved manually.
2.If cannot be moved, check whether the mechanism is stuck. If the belt is loose and the motor cannot be turned, the motor needs to be replaced. Otherwise, please proceed to find out where the stuck is.
3. Check the limit
4. Try whether the laser head can be moved in the software
 If it can be moved in the software, then the panel needs to be replaced.
 If it cannot be moved in the software, then restore the factory settings on the panel using the password RT6666 or HF8888 and give it another try.
If it still cannot be moved, please check the drive (single axis failure).

Q1. Does not light up.
A. This could have several causes. We would appreciate an opportunity to help you troubleshoot before moving on to a solution. Please check whether the rocker switch lights up and refer to the lighting status below for details.
 If it does not light up, please check the socket, emergency stop button, and fuse. Make sure the emergency switch is turned off and the laser switch is turned on. You may rotate the emergency switch clockwise to turn it off. If the laser switch doesn’t turn on, check if the fuse is burnt. The fuse and the switch could be replaced if defective.

Reference Video
 If it lights up, please check whether the low-voltage power supply lights up or not.
 If not, the low-voltage power supply needs to be replaced.
 If so, please check whether the mainboard input voltage is 24V or not.
 If so, the panel needs to be replaced.
 If not, the low-voltage power supply needs to be replaced.

Q2. White or flickering screen. How to deal with this?
A. The panel might need to be replaced. Please take a video that illustrates the issue and contact us.

Q3. The laser head cannot be moved
A. This could have several causes. Please follow the instructions below for troubleshooting and contact us once you have done so.
1. Check the limit
2. Check if there is an error code on the panel.
 If there is “jog distance is 0,please reset”, please press the "Jog/Continuous" button on the panel under the initial interface.
 If there is no error code, please make sure that the computer is connected to the machine (you can confirm it is connected by trying to read the mainboard information), restore the factory settings on the panel using the password RT6666 or HF8888 and give it another try.
 If the laser head still cannot be moved, then please connect to the software and see whether it will move.
 If the laser head can be moved, then the panel is faulty and needs to be replaced.
 If it still cannot be moved, then please check the drive.
Check the drive (single axis failure)
Check the drive (multiple axis failure)

Q4. Cannot move one of the X/Y/Z-axis
A. It would be much appreciated if you could give the instructions a try and let us know the result so we can better assist you on this.
1. Power off to check whether the problematic axis can be moved manually.
2. If cannot be moved, check whether the mechanism is stuck. If the belt is loose and the motor cannot be turned, the motor needs to be replaced. Otherwise, please proceed to find out where the stuck is.
3. Check the limit
4. Try whether the laser head can be moved in the software
 If it can be moved in the software, then the panel needs to be replaced.
 If it cannot be moved in the software, then restore the factory settings on the panel using the password RT6666 or HF8888 and give it another try.
If it still cannot be moved, Check the drive (single axis failure)

Q5. Error code “water error” , “cooler error”
A. Feel free to contact us for help, or you may attempt following the instructions below first and tell us the result directly. This will help speed up the process.
1. Check whether the direction of water in and out is correct.
 The outlet of the water pump or chiller must connect to the inlet of the laser machine
2. Check if the water flow is too small. If so, check whether the pipeline is bent or twisted.
 If the pipeline has no issue, check whether the water flow at the outlet of the water pump or chiller is normal.
 If the pipeline is problematic, then the water pump or chiller needs to be replaced.
3. Take some pictures that show the water flow sensor type.
 Please make sure that the four bolts of the new type of water flow sensor are facing upwards, otherwise you will need to adjust the installation angle before judgement.
4. If all 3 steps above are normal, short-circuit the water flow sensor.

Reference Video
 If the machine returns to normal, then the water flow sensor needs to be replaced.
 If it is abnormal, check the water flow sensor wiring. If the wiring is good, then please short-circuit the water flow sensor interface on the main board and test again.
Please contact us for further assistance.

Q6. Error code “machine protected” , “Open cover protection Work paused”
A. In this case, your cooperation would be much needed in order to better find out the cause. Please first check the cover protection of the machine by placing a magnet on it. Then:
If the fault is eliminated, then you will need to adjust the cover protection.
If the error code still exists, the cover protection needs to be replaced.
Feel free to reach out if you need any assistance.


Q7. Error code “jog distance is 0,please reset”
A. This error code could simply be taken care of by pressing the "Jog/Continuous" button on the panel under the initial interface (The button in the middle of the UP, DOWN, LEFT, and RIGHT buttons). Please give it a try. Let us know if you need any help on this.

Q8. Error code “unknown file”
A. We would like to help you with this, but unfortunately, this could only be done on your end. Your cooperation would be much appreciated. Please use the latest version of RDworks to upgrade the mainboard of the machine. You may refer to the video below for instructions.
Reference video

Q9. "Expansion memory is not sufficient", "insufficient space, increase space”
A. When these codes appear, it means the locating position is too close to the edge, or the graphic is too large. Please modify the graphic position so this can be resolved properly. If you are having trouble, kindly contact us for help.

Q10. “Not enough extended space”
A. This means that the file exceeds the working area. You may simply modify the file to resolve this. If you need help, please feel free to reach out.

Q1. Light is off.
A. It would be much appreciated if you could please check whether the input voltage is normal.
 If normal, the power supply needs to be replaced.
 If no voltage, then please check the emergency stop button, rocker switch and fuse. Make sure the emergency switch is turned off and the laser switch is turned on. You may rotate the emergency switch clockwise to turn it off. If the laser switch doesn’t turn on, check if the fuse is burnt. The fuse and the switch could be replaced if defective.

Q2. The fuse was blown at boot. What to do next?
A. If the fuse was blown, please disconnect the low-voltage power input wiring and let us know the result referring to the details below.
 If it does not trip, then the low-voltage power supply needs to be replaced.
 If it trips, then there is a short circuit inside the low-voltage power supply.
Please contact our friendly customer service team for further assistance.

Q1. Light is off.
A. To better assist you, please first check whether the low-voltage power supply light is on.
 If it is off, please check the socket, emergency stop button, and fuse. Make sure the emergency switch is turned off and the laser switch is turned on. You may rotate the emergency switch clockwise to turn it off. If the laser switch doesn’t turn on, check if the fuse is burnt. The fuse and the switch could be replaced if defective.

Reference Video
 If it is on, please check whether the mainboard input voltage is 24V by measuring.
 If so, we are afraid that the mainboard needs to be replaced.
 If not, we are afraid that the low-voltage power supply needs to be replaced.
Let us know the result so we can provide you with a proper solution.

Q1. Water leakage
A. Please first try to reinstall the gasket or use waterproof tape to seal. This might help resolve the issue. If this is not helpful, please contact us for further assistance.
Here is a video for instructions:
Reference video

Q2. There is an error code (water error, cooler error).
A. We would like to help. Please refer to Panel-water error above for a more detailed troubleshooting process. Of course, you are always welcome to contact us.

Q3. How to short-circuit the water flow sensor?
A. To better illustrate the method, here is a reference video for you to check. If you need further assistance, please contact us.

Q1. Not working and has no sounds
A. We regret to inform you that the air pump needs to be replaced. Please contact us directly for further assistance.

Q2. There are sounds but no air.
A. This could be potentially caused by dirt. It would be great if you could try disassembling the pump and cleaning it up to see whether it is the case. After doing so, give it another try and check whether it blows air. If not, please contact us for a replacement air pump.

Q1. Error code “machine protected” “Open cover protection Work paused”.
A. Please help us do a small troubleshooting so we can resolve this properly. You may check the door sensor of the machine by placing a magnet on it. Reference Video
If the fault is eliminated, then you will need to adjust the cover protection. Reference Video
If the error code still exists, the cover protection needs to be replaced.
Let us know how we can assist you further.


Q2. The laser still works when the lid is open.
A. We would be grateful if you have some time to help us to troubleshoot the issue. Your cooperation would be much appreciated. Please follow the instructions below:
1. Check whether the door sensor works properly. Under normal circumstances, when a magnet is placed on the door sensor, red light will be on at the tail of the door sensor. Otherwise, the door sensor needs to be replaced.

Reference Video
2. Check whether the settings in the software are correct. We recommend you restore factory settings using the password RT6666 or HF8888.
Please feel free to reach other to our friendly customer service team for assistance.

Q1. Unable to trigger the door.
A. In this situation, please do a small experiment on the proximity switch so we can determine the problem easily. If you are able to do so, please first place a magnet on the proximity switch.
 If the fault is eliminated, please adjust the door sensor outward.
 If the fault persists, please contact us for a replacement proximity switch. Reference Video

Q1. The reflector is dirty. What can I do?
A. This might be caused by dirt. Please try the instructions below before contacting us for a replacement reflector. Your cooperation would be much appreciated.
1. Dip the absorbent cotton in alcohol.
2. Wipe the reflector down with the cotton.

Q2. Unable to adjust the reflector.
A. This video below may just be perfect to illustrate the steps. Please take a look. If not helpful, kindly contact us.
video is in production.

Q3. There is silicone on the bolts. Does it affect use?
A. Hi! The silicone is actually used to prevent the reflector from shifting due to transportation. You can simply remove the silicone and it does not affect use. Please do not worry.

Q4. The adjusting bolt is stripped / not catching.
A. In this case, we will need your assistance to confirm whether it is caused by the screw thread or the hole thread. We ask that you please use a working screw in this hole and see if it will catch. If you need further assistance, please feel free to contact us.

Q1. The focus lens is dirty. How to make it clear?
A. The focus lens may need to be replaced. Please first try the instructions below.
1. Dip the absorbent cotton in alcohol.
2. Wipe the reflector down with the cotton

Q1. Does not work / does not circulate water
A. Unfortunately, this water pump needs to be replaced in this situation. Please contact our friendly customer service team for a replacement water pump.

Q1. Damaged/ does not work/ cannot auto focus
A. It would be much appreciated that if you could try troubleshooting steps here before contacting us for a more accurate judgement. Please manually press the tip of the pen to see if the red light at the end of the pen is on.
 If it is on, please restore factory settings using the password RT6666 or HF8888 and then try the auto focus again. If the problem still exists, check the drive (single axis failure).
 If there is no red light, please contact us for a replacement autofocus pen.

Q2. The machine is not responsive after pressing the auto focus.
A. In this situation, please help us do some troubleshooting first so we can have a better understanding of the issue. Your cooperation would be much appreciated. Please refer to the troubleshooting steps below:
 If the panel has an error code "jog distance is 0, please reset", please press the "Jog/Continuous" button on the panel under the initial interface (the button in the middle of the UP, DOWN, LEFT, and RIGHT buttons).
 If the panel has no error code, please restore factory settings using the password RT6666 or HF8888 and try the auto focus again. If it still doesn't work, please connect the software and see if Z-axis can be moved.
 If Z-axis can be moved, then please contact us for a replacement panel.
 If not, please check the drive (single axis failure).

Q3. How to modify the parameters after changing the autofocus pen?
A. Please follow the instructions below and feel free to reach out to us if you have any questions.
1. Enter the “factory settings” in the software with password RD8888
2. Select Z-or U-axis settings (determined by the panel)
3. Check the origin offset
4. Press auto focus
5. Manually adjust the focus (with the machine turned on)
6. Check the Z-or U-axis coordinate on the panel
7. Do a calculation of adding this coordinate to the previous origin offset data
8. Refill the result and save.

The second way : Adjust the height of autofocus pen. Reference video

Q1. RDWorks Operations
1. Change the Origin
Please refer to the video below for instructions.

Reference Video

2. Mirrored Output
Please refer to the video below for instructions.

Reference Video

3. Cutting Distortion
 40W Machine
The force on the four wheels of the trolley needs to be rectified to ensure uniform force. Please check to see whether any change needs to be made.
 Other Machines
It is recommended to adjust the speed. Generally, the maximum speed should not exceed 500.

4. Cutting Misalignment
This could be caused by speed issue. It would be great if you could please try adjusting the speed. Generally, the maximum speed should not exceed 500.

5. The spatial distance during the scan is too large.
Please check if the motor acceleration is adjusted properly. Usually, 800-3000 for Y-axis and 8000-20000 for X-axis. Please double-check to see if this is the case.

6. The pattern is tilted during the scan
This could be taken care of easily with your kind assistance. If acceptable, please change the PWM trigger mode of motor with password RD8888 referring to the video below.

Reference Video
Your cooperation would be much appreciated.


Q2. Lightburn Operations
It is recommended to test with RDWorks after restoring factory settings.