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Submitting a support request for failed prints

Before submitting a support request for failed prints, please perform these initial troubleshooting steps to help process your request as quickly as possible.

As you go through these steps, note your results and include them in your next message to Formlabs Support or your authorized reseller.

Tip:

Check the expiration date of your resin. If it is close to its maximum shelf life, you should replace your resin before trying any of the following steps.

Cleaning the resin tank

Any damage or debris in or on the resin tank can block the laser light at that location, preventing the resin directly above it from curing. Inspect the inside and underside of the resin tank for dirt, dust, and/or fingerprints. The resin tank’s flexible film must be clean for the best print results.

Form 2	Form 3 or later
Inspect the resin tank for debris with the scraper. Remove any failed prints and cured resin with the scraper, being careful not to gouge or cut the elastic layer at the bottom of the tank. Filter the resin to remove any contamination or cured resin. If using Resin Tank LT, skip this step. Inspect the elastic layer of the standard resin tank for clouding. Severe clouding means a standard resin tank needs to be replaced. Inspect the acrylic tank window on the underside of the resin tank for dirt, dust, cured resin, or fingerprints. Clean it with Formlabs recommended steps and supplies.	Inspect the resin tank for debris with the tank tool. Remove any failed prints and cured resin using the tank tool. Form 3 generation Form 3L generation Form 4 and 4L generation Alternatively, remove any failed prints and cured resin by printing a cleaning mesh. Form 3 generation Form 3L generation Form 4 and 4L generation Filter the resin to remove any contamination or cured resin. Inspect the film at the bottom of the resin tank for scratches or wear. Excessive wear means the resin tank needs to be replaced. Form 3 generation Form 3L generation Form 4 and 4L generation Inspect the underside of the film for dirt, dust, or fingerprints. Clean it with Formlabs recommended steps and supplies. Form 3 generation Form 3L generation Form 4 and 4L generation

Form 2

Form 3 or later

Inspect the resin tank for debris with the scraper.
Remove any failed prints and cured resin with the scraper, being careful not to gouge or cut the elastic layer at the bottom of the tank.
Filter the resin to remove any contamination or cured resin.
If using Resin Tank LT, skip this step. Inspect the elastic layer of the standard resin tank for clouding. Severe clouding means a standard resin tank needs to be replaced.
Inspect the acrylic tank window on the underside of the resin tank for dirt, dust, cured resin, or fingerprints. Clean it with Formlabs recommended steps and supplies.

Inspect the resin tank for debris with the tank tool.
Remove any failed prints and cured resin using the tank tool.
Alternatively, remove any failed prints and cured resin by printing a cleaning mesh.
Filter the resin to remove any contamination or cured resin.
Inspect the film at the bottom of the resin tank for scratches or wear. Excessive wear means the resin tank needs to be replaced.
Inspect the underside of the film for dirt, dust, or fingerprints. Clean it with Formlabs recommended steps and supplies.

Tip:

Keep resin tanks clean and well-maintained between prints for reliable and successful printing.

Checking the optical window (Form 2, Form 3, and Form 3L)

Any contamination, dust, or debris on the printer’s optical surfaces can cause the laser light to diffuse or weaken, resulting in print failures. Contamination is most likely to occur on exposed optical surfaces in the printer.

Form 2	Form 3 and Form 3L
The optical surface most likely to be contaminated is the glass optical window beneath the resin tank that protects internal components from contamination. Inspect the glass optical window on the Form 2 or for contamination. Follow the instructions in Cleaning the glass optical window (Form 2). If streaks are difficult to remove, contact Formlabs Support or your authorized reseller.	The optical surface most likely to be contaminated is the glass optical window, which sits atop the Light Processing Unit (LPU). With the printer plugged in and powered on, tap the wrench icon to access the Settings screen, then tap Maintenance > Motor Moves. The Motor Moves screen appears. Tap and hold Left (<) to move the LPU housing to the middle of the printer cavity. Other controls on this screen fully sweep the LPU housing across the printer cavity and control the build platform carriage. When prompted by the touchscreen, disconnect the power cable before continuing with maintenance. Inspect the optical window for contamination. Follow the instructions for cleaning the glass optical window. Form 3/Form 3B Form 3L/Form 3BL If streaks are difficult to remove, contact Formlabs Support or your authorized reseller.

Form 2

Form 3 and Form 3L

The optical surface most likely to be contaminated is the glass optical window beneath the resin tank that protects internal components from contamination.

Inspect the glass optical window on the Form 2 or for contamination.
Follow the instructions in Cleaning the glass optical window (Form 2). If streaks are difficult to remove, contact Formlabs Support or your authorized reseller.

The optical surface most likely to be contaminated is the glass optical window, which sits atop the Light Processing Unit (LPU).

With the printer plugged in and powered on, tap the wrench icon to access the Settings screen, then tap Maintenance > Motor Moves. The Motor Moves screen appears. Tap and hold Left (<) to move the LPU housing to the middle of the printer cavity. Other controls on this screen fully sweep the LPU housing across the printer cavity and control the build platform carriage.
When prompted by the touchscreen, disconnect the power cable before continuing with maintenance.
Inspect the optical window for contamination.
Follow the instructions for cleaning the glass optical window.
- Form 3/Form 3B
- Form 3L/Form 3BL
If streaks are difficult to remove, contact Formlabs Support or your authorized reseller.

Notice:

Follow the optical surface cleaning guides exactly. Failure to follow instructions could result in damage to the machine.

Running the test print

To identify printing issues, you can run a Formlabs test print.

Note:

Make sure that your firmware and PreForm versions are up to date. To check your printer’s firmware version, refer to the support article Checking the firmware version for Formlabs SLA printers. To update your PreForm version, refer to the FAQ article How do I update PreForm?.

Print the Formlabs test print file in a standard resin at 100 microns. Regenerate the supports using all of the default values.

Photographing the test print

Make sure to take clear, focused photographs of your test print so Formlabs Support or your authorized reseller can best diagnose your printer's issue. It is most helpful to see the following angles of your test print on the build platform and then fully post-processed:

Side view of the supports and bases.

Top view of prints on the build platform.

45 degree close up of print details.

Top view of finished prints.

45 degree closeup of finished prints.

Close up of any specific print failures.

Submittng a request

Submitting a request

After you have finished all of the troubleshooting steps, please submit the photos of your test print within a new (or current) support request to Formlabs Support or your authorized reseller, along with the serial name and original order number for your machine. If you have already submitted a request and opened a conversation, please include these additional photos while you wait for a response. You can also include photos of any print defects in the same style of the test print photos.

Before or immediately after contacting Formlabs Support or your authorized reseller, upload diagnostic logs on your printer's touchscreen:

Formlabs Support will get back to you within 24 hours (Monday–Friday) of receiving your message and information. Please allow additional time for requests that come in on weekends and holidays observed by our US, EU, and Japan offices. If you are working with your authorized reseller, their business hours may be different.

Including the above information in your request will help diagnose your printer’s issue and get you printing again as quickly as possible.