Submitting a Ticket
Before you submit a ticket, or while you wait for a response, take some time to perform these initial troubleshooting steps and gather some diagnostic information on your printer. This will help us process your request as quickly and smoothly as possible. As you go through these steps, note your results and include them in your next message to Support.
Check the expiration date of your resin. If it is close to a year old, you should replace your resin before trying any of the following steps.
1. Clean the Resin Tank
Whether a tank is new or has already been used, an optically clear path for the laser beam is essential for printing. Before confirming a print, inspect the resin tank for markings or cured resin particles.
Pull the scraper from back to front
Pull the scraper toward the front of the printer at a shallow angle. Take care not to push resin over the sides of the tank’s walls.
Sift for fine particles with a comb
If you see or feel any resin cured in your tank, it's essential to remove it by cleaning the tank or the next print will fail.
When you’re finished, the tank’s bottom window should be optically transparent. If you see any damage or ghosting along the bottom of the tank, it may be that the tank needs replacing. If you've used more than 1000 mL of resin in your tank's life, there might not be visible damage, but your tank could still be negatively affecting your prints. If you see smudging or fingerprints on the optical window of your resin tank, you should empty out the resin and clean the underside of the tank.
2. Check the Mirror
To check your mirror for dust or resin spills, first remove the build platform and resin tank. Then, check your mirror using a small light like the LED on your cell phone.
Without the right lighting, some dust or oils on the mirror may be impossible to see. Move your light source around to inspect the mirror at various angles.
If you see any dust on your mirror, please clean using compressed air. If there are oily marks or resin spills, do not clean without contacting Customer Support for more detailed cleaning instructions. Include a photo of your well-lit mirror in your request.
3. Run the Test Print
In order to introduce a known good variable to isolate any printing issues, you can run a Formlabs test print.
First, make sure your firmware and software is upgraded to the latest version. Print our test print file with the material settings set to Clear/Grey/White/Black (whichever you’re using) at 100 microns. Please re-generate the supports using all of the default values. Changes to these settings prevents us from establishing a good baseline.
4. Photograph the Test Print
Make sure to take clear, focused photographs of your test print so Customer Support can best diagnose your issue. It is most helpful to see the following angles of your test print, both on the build platform and then fully dried and finished:
After you have finished all of the troubleshooting steps, please submit the photos of your test print within a new or current support ticket, along with the serial name and original order number of your machine. If you have already submitted a ticket, please include these additional photos while you wait for a response from our support team. You can also include photos of any print failures in the same focused, well-lit style of the test print photos.
For a Form 2 issue, before or immediately after contacting support, navigate to the printer's Settings menu, then select Printer Info and Upload Diagnostic Info.
We will get back to you within 24 hours (Monday-Friday) of submitting a ticket. Including the above information in your ticket will help us diagnose your issue and get you back up and printing as quickly as possible!