To assist with fine tuning your laser or router Perfect Laser uses UltraViewer a free software program that allows us to test and operate your machine via the internet. When requesting support please send a small cell phone video clip explaining and showing what the problem is. In the video cover the following points machine type, power and speed settings, set to engrave or cutting, nature of the problem and then video the process leading up to the problem. Sending an email saying ‘my machine is not working’ is not very helpful.