Troubleshooting a printer connection to Form Mobile

When troubleshooting a connection to Form Mobile, the source of the problem is dependent on the status of the printer and what actions are logged successfully. Depending on the issue you are experiencing, the source may be the printer settings, its network settings, or your network configuration.

A printer that is registered to your account and networked over a Wi-Fi or Ethernet connection automatically syncs with Form Mobile whenever the printer is able to send data over the internet.

To see printer and print data in Form Mobile:

• The printer must be connected to the internet through a Wi-Fi or Ethernet connection.
• The printer must be registered to your Formlabs account.

To ensure a print’s progress is trackable in the app, check the connectivity status of your registered printer:

• A printer is Ready to print or Not ready, depending on the state of the printer and its consumables, when no job is currently being printed.
• A printer is Preparing when a job is confirmed and the printer begins to pre-heat.
• A printer is Printing when a job begins.
• A printer is Offline when it is registered to Form Mobile but is not connected to the internet.

A printer must be able to access the internet via a Wi-Fi or Ethernet connection to view up-to-date information for a specific print as well as a printer’s material usage. If a printer displays as Idle in PreForm and still does not log prints in Form Mobile, then the printer is likely connected to the local area network and is unable to send printer data to the app.

To find the source of the connectivity issue:

1. Check the local network. If you are able to upload prints through a network connection but your print is not logging in Form Mobile, check your network or with your network administrator for connectivity issues such as an existing firewall or network permissions. Firewall administrators should enable communication to and from *.formlabs.com on port 443 and 7422.
2. Check the Formlabs server connection. Form Mobile may also have periods of down time or temporary issues. Check status.formlabs.com for down time.

Form Mobile can only display a print and report print activity while the printer is online. Prints and print activity are not logged when the printer is offline. If an active print is not visible in Form Mobile, the print must be restarted once the printer is confirmed to be online in order to be visible in Form Mobile.

To restart a print, take the following steps:

1. Cancel the print using the printer touchscreen.
2. Test the Form Mobile connection.
3. Check the network connections. This may require reconnecting the printer’s power, resetting the network connection, or consulting the Wi-Fi and/or Ethernet network administrator.
4. Restart the print once the serial name displays as Idle on Form Mobile.

Form Mobile maintains logs of its activity and any errors it encounters. During troubleshooting, Formlabs Support may ask for these logs. To download the logs from your Form Mobile app:

1. Open the app.
2. Tap the profile icon at the right of the status bar. The Account screen appears.
3. Tap Debug logs. The Debug screen appears.
4. Tap the download icon to download the log file to your device.