Welcome to the forum!
Let's try and add a little more detail to this -
What platform are you trying to run the cutter from? (Mac or Windows)
What version of operating system are you on? (Windows 10 or 11, Mac Sonoma, etc.)
What program are you using to send the job to the cutter? (Graphtec Pro Studio or Grapthtec Studio or a plug-in)
Does the cutter work with any other file you're trying to cut, or just when you're trying to set it up for contour cutting?