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TAZ Pro cannot connect to Cura
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Ticket 204,366

Cura LE Version: 3.6.8

Operating System: Windows 10

Printer: TAZ Pro

Tool Head: Dual Tool Head

Description of issue: Customer cannot connec via USB

Steps to reproduce:

Customer reported issue. NB had customer do firmware upgrade and LCD went blank.
JJ had customer clear cache and upgrade firmware and LCD screen came back
Customer reports console shows trying to connect to COM 10
Machine Settings only shows COM 9
Device manager does not show driver in COM and LPT ports or Other Devices.

Upload cura-lulzbot.log (attachment)

Event Timeline

johnson created this task.May 31 2019, 1:49 PM
johnson updated the task description. (Show Details)May 31 2019, 2:35 PM
alexei added a subscriber: alexei.May 31 2019, 3:22 PM
2019-05-31 14:40:51,207 - DEBUG - [(12632)-MainThread] USBPrinting.USBPrinterOutputDevice._log [54]: Attempting to connect to printer with serial COM9 on baud rate 250000
2019-05-31 14:40:51,208 - DEBUG - [(12632)-MainThread] USBPrinting.USBPrinterOutputDevice._log [54]: Could not open port COM9

This is the same as in T7449 so as I said 99% confidence that this is a permission problem.

alexei triaged this task as Normal priority.May 31 2019, 3:22 PM
alexei changed the edit policy from "Custom Policy" to "Cura LulzBot Edition (Project)".

@johnson Have them double check their firewall as in T7449

Customer has windows firewall disabled. Has another network firewall. Should I have him modify the local ports localhost port range of 49674 - 49675

Customer got back in touch with us to confirm that he has tried to connect with basically all FW and AV disabled. He said the only FW he still has up only blocks inbound Internet traffic on his network. Also mentioned that he has been able to connect to the Pro previously using the exact same set up. He went to bed one night being able to connect and woke up the next morning not being able to connect so he isn't sure how this would be due to FW. Looking through the log a bit more I noticed a weird error that I have never seen before that occurred several times after the error @alexei listed above and it always seems to result in the socket being closed. I'm not sure if this is the root of the issue but I definitely thought it was worth at least having someone more well versed in this side of things take a look at it.

UM.Backend.Backend._backendLog [90]: [Backend] [WARNING] Warning: Couldn't find previous extruder plan so as to set the standby temperature. Inserting temp command in earliest available layer.
2019-05-31 14:54:45,086 - DEBUG - [(23888)-Thread-52] UM.Backend.Backend._backendLog [90]: [Backend] [WARNING] Empty extruder plan detected! Discarding extrusion temperature command.
2019-05-31 14:54:46,747 - DEBUG - [(12632)-MainThread] CuraEngineBackend.CuraEngineBackend._onSlicingFinishedMessage [601]: Slicing took 4.895534992218018 seconds
2019-05-31 14:54:46,747 - DEBUG - [(12632)-MainThread] CuraEngineBackend.CuraEngineBackend._onSlicingFinishedMessage [610]: See if there is more to slice...
2019-05-31 14:54:46,752 - DEBUG - [(12632)-MainThread] UM.Backend.Backend._logSocketState [181]: Socket state changed to Closing
2019-05-31 14:54:46,752 - DEBUG - [(12632)-MainThread] CuraEngineBackend.CuraEngineBackend._onBackendQuit [742]: Backend quit with return code 0. Resetting process and socket.


alexei added a comment.Jun 3 2019, 7:25 AM

@Galadriel , The logs that you quoted look normal, just to be sure, did customer upgraded Cura after TAZ Pro setup was working for him and before it stopped working?

TyTh added a subscriber: TyTh.EditedJun 6 2019, 2:50 PM

After it stopped working
His exact words: "Wanted to point out also that until the day I opened this ticket I had been using CURA 3.6.8 to run prints via USB to the Pro.

Nothing was done on/to the PC nor to the Pro overnite but the next day it did not communicate with my PC."

I had customer roll back his Windows Update.

DaniAO added a subscriber: DaniAO.Jun 13 2019, 12:57 PM

@johnson @TyTh any update on this ticket?

He was able to use it on the MacOS but never got it figured out for windows

@alexei @karrad We have had another report of a user (reseller) that can't connect with his TAZ Pro on windows 10, but could on a Linux system. He was using Cura 3.6.8 and was on 2.0.101 firmware and was trying to update to .116.

karrad assigned this task to alexei.Jun 27 2019, 11:27 AM

@alexei What other information do you need in order to help diagnose this? We will request whatever we need, just don't know what to ask for.