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Cannot Connect to Cura 3.6.8 TAZ Pro
Closed, ResolvedPublic

Description

Ticket 203,910

Cura LE Version: 3.6.8

Operating System: Windows 10

Printer: TAZ Pro

Tool Head: Dual

Description of issue: When customer tries to upgrade firmware he gets a "Communication Failed." error. We at TS are seeing more of this.

Steps to reproduce:

Had customer check driver, dedicate port, clear cache and do firmware upgrade. Had him change cables and ports. Tried dedicating COM ports in machine settings. Customer is using Windows 10. Will try on a windows 7 machine. Is using Cura 3.6.8. Tried disabling Windows defender. Also had his IT department allow a localhost port range of 49674 - 49675 through the firewall.

Upload cura-lulzbot.log (attachment) awaiting customers log file.

Event Timeline

johnson created this task.May 24 2019, 10:08 AM
johnson updated the task description. (Show Details)
johnson updated the task description. (Show Details)May 24 2019, 10:18 AM
alexei triaged this task as Normal priority.May 24 2019, 12:03 PM
alexei changed the edit policy from "Custom Policy" to "Cura LulzBot Edition (Project)".

alexei added a subscriber: alexei.May 29 2019, 10:40 AM

@johnson ,
In the attached logs

2019-05-24 07:37:12,462 - DEBUG - [(7068)-MainThread] USBPrinting.USBPrinterOutputDevice._log [54]: Attempting to connect to printer with serial COM5 on baud rate 250000
2019-05-24 07:37:12,462 - DEBUG - [(7068)-MainThread] USBPrinting.USBPrinterOutputDevice._log [54]: Could not open port COM5

Is the result of this code in USB plugin:

                    self._parent.log("d", "Attempting to connect to printer with serial %s on baud rate %s", self._parent._serial_port, baud_rate)
	            if self._parent._serial is None:
	                try:
	                    self._parent._serial = serial.Serial(str(self._parent._serial_port), baud_rate, timeout=3, writeTimeout=10000)
	                    # 10 seconds is too much to sleep?
	                    time.sleep(1)
	                except serial.SerialException:
	                    self._parent.log("d", "Could not open port %s" % self._parent._serial_port)
	            else:
	                self._parent.setBaudRate(baud_rate)

https://code.alephobjects.com/source/cura-lulzbot/browse/master/plugins/USBPrinting/USBPrinterOutputDevice.py$684

As you can see for some reason CuraLE doesn't have an access to COM5 for some reason. I bet it's because of some kind of permissions problems or printer is not really on COM5.

Customer says "My IT support spent almost four hours working on it. Problem, the firewall on the specific computer wasn't turned off. "

karrad closed this task as Resolved.May 29 2019, 2:58 PM
karrad claimed this task.
karrad added a subscriber: karrad.

@TyTh Thank you for following up, we appreciate it!

lisa added a subscriber: lisa.May 31 2019, 1:29 PM

@karrad @TyTh

It is my understanding from talking with Ty that this issues has also been reported by other customers who use Windows and whose fire wall has been turned off. The issue was described to me by tech support team members as:

  1. The firmware is flashed
  2. After the firmware is flashed the computer is no longer able to connect to the printer via USB

TY can provide more details.

Customers are starting to ask about returning their printers because they are almost at the end of their return period and have not been able to use printer due to these connection difficulties. Do we have an ETA on getting this fixed? Having some sort of time frame would be very helpful for us in TS in trying to figure out how best to respond to customers regarding this.

@Galadriel Potential fix is awaiting merge to master here T8859. Hoping to get it into master for a developmental windows build today.

@karrad That is awesome! Thanks for the update :)

bmh added a subscriber: bmh.Jul 29 2019, 8:43 AM

YES YES YES that is awesome!!!!!!!!!!!!!!!!!!!! :-)

Once we have had a chance to test internally if things seem stable one of the customers who has been having this difficulty offered to test our fix on his side. Not sure if this is something that we would feel comfortable with right now or not but I thought I would throw it out there.

@Galadriel We will be more than happy to have outside feedback, just be clear when pointing them to the fix we have not completed testing and request any feedback/issues they have be reported.

You can find 3.6.17 here: http://devel.lulzbot.com/software/cura-lulzbot/windows/

bmh added a comment.Jul 29 2019, 11:51 AM

@Galadriel We will be more than happy to have outside feedback, just be clear when pointing them to the fix we have not completed testing and request any feedback/issues they have be reported.

You can find 3.6.17 here: http://devel.lulzbot.com/software/cura-lulzbot/windows/

I almost want to leave work early to go home and test this :-)!! I for one will be happy to test this, hopefully tonight.

@bmh Thanks we look forward to hearing how it goes! We should have it capped in just an hour or so, and will get it pushed as a bug fix as soon as testing is completed

bmh added a comment.Jul 29 2019, 4:08 PM

@karrad this is still not fixed :-(. However, it acts slightly different than my detailed testing notes in task T8014.

  • Connect or do NOT connect first - does not matter (I tried both ways)
  • Click Automatically Upgrade Firmware
  • Few seconds then you get "Firmware update failed due to a communication error."
  • Click Close
  • Program does not crash (previously it had)
  • Click Automatically Upgrade Firmware again
  • The second time through it works

So basically it still is failing initially ...

This is with 3.6.17 under Windows 10.

@bmh Thanks for checking this on your end. Can you verify the complete un-install and cache clear of previous versions? We have seen some residual issues if this step is missed.

bmh added a comment.EditedJul 29 2019, 4:13 PM

@karrad yes, here is what I do each time before installing a new version:

  • From Programs and Features remove Cura
  • Go to %appdata% and delete the two Cura directories
  • Go to %localappdata% and delete the one Cura directory
  • Go to "C:\Program Files (x86)" and delete the left over Cura directory
  • Install new Cura

I think that is everything, but please let me know if I'm missing anything ...

EDIT: I also always check Task Manager to make sure there are no Cura processes left running (sometimes the CuraEngine is).

@bmh That process looks spot on, thank you for verifying. One last request if possible, can you post the cura.lulzbot log for our review?

bmh added a comment.Jul 29 2019, 4:16 PM

@bmh That process looks spot on, thank you for verifying. One last request if possible, can you post the cura.lulzbot log for our review?

@karrad - attached ...

alexei reopened this task as Open.Jul 29 2019, 4:29 PM
alexei moved this task from Backlog to Release 3.6.xx on the Cura LulzBot Edition board.
alexei reassigned this task from karrad to victor_larchenko.

@victor_larchenko , could you please have a look at this one too? I have a feeling something is not initialized the first time Cura is trying to connect.

Will merge T8014 in here too.
Last comment from @bmh on the issue:

Testing under 3.6.17, Windows 10:
Connect or do NOT connect first - does not matter (I tried both ways)
Click Automatically Upgrade Firmware
Few seconds then you get "Firmware update failed due to a communication error."
Click Close
Program does not crash (previously it had)
Click Automatically Upgrade Firmware again
The second time through it works

So basically it still is failing initially ...

@alexei Problem that board's bootloader is recognized as another device. So if printer is on COM3 bootloader might be COM4.
This fix should help to automatically find bootloader in that case, please check if it works as needed.

bmh added a comment.Jul 30 2019, 12:59 PM

@alexei Problem that board's bootloader is recognized as another device. So if printer is on COM3 bootloader might be COM4.
This fix should help to automatically find bootloader in that case, please check if it works as needed.

Does this mean .18 should have a new fix in to test? If so, again, I'm happy to help test.

@bmh if someone hasn't already pinged you in another ticket, yes please test .18 https://devel.lulzbot.com/software/cura-lulzbot/windows/cura-lulzbot_3.6.18_win32.exe

This has an expected fix but we're still in the midst of testing so an additional test case would be great. Thanks!

bmh added a comment.Jul 30 2019, 4:34 PM

@Steven well hallelujah, let's celebrate!!!!!!!!!!!!!! It works :-) ... I tested it both starting out NOT connected and being connected and no failures, worked like a champ. Thank you guys for fixing this.

alexei closed this task as Resolved.Jul 31 2019, 7:37 AM

@bmh, good to hear that the issue was fixed, the ticket was merged to master, so closing it.