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Support

Channels

Channel Use it for Response
@FoamSync_bot → /support Activation, billing, urgent questions Same-day, usually within hours
support@foamsyncstudio.com Anything with attachments (logs, screenshots) 24–48 h
GitHub Issues Bug reports, feature requests, public discussion 1–3 days

Studio-tier customers have priority support with an 8-hour business-day response and an onboarding session in the first week of purchase.

Note

A diagnostic bundle attached to your first message is the single fastest way to a useful answer — see below.

Filing a useful bug report

The single most helpful thing you can send is a diagnostic bundle:

  1. In FoamSync, open SETUP → DIAGNOSTICS → REPORTS and use Export Support Bundle.
  2. The dialog writes a report file you can attach to your issue or email.
  3. Reply with a one-paragraph description of what you were doing when the issue happened, what you expected, and what you observed.

The bundle contains:

  • Operating system version, application version, installed Pro Packs.
  • The tail of the application log (no design files, no G-code).
  • Current licence state.
  • Machine ID.

It does not contain your designs, G-code files, customer data, or anything else from your project library.

Common issues

Activation refused

The Machine ID has changed since the licence was issued (new motherboard, new disk, the licence was read in a VM). Read the Machine ID on the actual target machine and request a re-issue.

Trial banner won't disappear after activation

Restart FoamSync.

Heater won't reach setpoint

Hardware territory. The DIAGNOSTICS → Heater test confirms whether FoamSync is sending the right signal. If yes, the issue is in the heater hardware or the power supply. If no, export a diag bundle and email support.

G-code rejected by the controller

Confirm FoamSync detected the right firmware on connect (SET → MACHINE → Controller, default Auto). Marlin, GRBL, and GRBL-H-Par use different M-code conventions for heater and motion — set the controller explicitly if auto-detect guessed wrong.

Cut comes out under- or over-sized

Re-run WIRE CAL and confirm the kerf for the current wire.

Cut is skewed or trapezoidal

Re-run MOTION TEST in Quick Lab. Backlash, square, or lost steps will surface there.

"Licence file retired" notice on launch

The previous license.dat could not be read by the application and was set aside as license.dat.obsolete. Re-activate (activation.md) — nothing is lost.

Feature requests

Open a GitHub issue with the enhancement label. Describe the workflow you're trying to support, how you handle it today, and what would change for you if FoamSync supported it natively. Concrete operator stories help us decide what to prioritise.

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