- User Since
- Oct 7 2017, 5:54 PM (105 w, 6 d)
Mon, Oct 7
@anolen You rock! Thanks for the follow up :) I will keep an eye out for the Profiles so I can send that along.
Sun, Oct 6
I had a customer who was looking to resolve some print quality concerns on his workhorse so I sent him the most recent profile which worked great for him :) He was wondering if we happened to have a High Detail iteration of this Profile available yet so I told him I would ask.
@anolen Do you happen to have a High Detail version of your most recent profile created yet? Or settings for it that I could input into Cura and Export for the customer. I told him that I wasn't sure if we would or not so if not it's not a big deal. Thanks!
Fri, Oct 4
I also had him try to allow Cura full access when I spoke to him on the phone, unfortunately no luck on that front.
He got back in touch with us to let us know that doesn't use any sort of intermediary like Octoprint. Only thing close that he was using was an extension to his USB Cable, he did try to flash without the extension but still got the same error.
He also tried to use a different computer to see if that might help but was unsuccessful.
I got several photos of his Computer Properties as well as some other photos he included of the internal wiring that he added just in case something was installed incorrectly. Nothing visibly amiss with wiring. Computer properties photos included.
@karrad Thank you for the help! I followed up with the customer to ask about Octoprint and request that if they are using an intermediary device to try flashing directly through the printer to see if that resolved this. I also asked for a screenshot of his computer properties which should have most of what you were looking for, let me know if there is anything missing and I can follow up with him to ask. I did ask about any special firewalls or anything like that when I spoke to him on the phone and he said he never uses the computer for anything that would require that sort of protection so he just uses the Windows Defender that came with the computer by default.
Wed, Oct 2
Based on the videos they provded it looks like they are flashing directly through Cura. Do you happen to know if they still need to use Cura to flash the firmware even if Octoprint was being used as an intermediary? If not then they are definitely using Cura to flash. Thanks for the input!
@karrad Do you have any input on this or suggestions for who to tag in for further assistance? Thanks!
Mon, Sep 30
Gotcha, well that makes things a bit more complicated. I will close this ticket for now. Thanks for taking the time to look it over.
@adam In the original code ticket that I found the part reference in tit was listed as being the new style of bed corner that would be used on the Mini 2in general. This would include the Bio and it is a very new part so I wouldn't be surprised if we have only installed them on a Bio so far but I am pretty sure they are supposed to be for all Mini 2's based on T9947
Mon, Sep 23
I was hoping to get a part created in our system for the newer style thermistor with the correct upper harness for our V2 Aerostruders. As it stands to get the full thermistor with the newer style of pin terminations a customer would be spending $22 for a part that is basically exactly the same as the $12 thermistor which seemed unreasonable to me. Currently I made this request for a customer with an SL that need a new thermistor and he doesn't have a multimeter to test if it is the upper or lower portion of the thermistor that is at fault so I want to make sure he gets the full harness just in case he needs the upper portion but I was really hoping to avoid telling him he would need to buy another part to ensure he gets the full harness.
Sat, Sep 21
Fri, Sep 20
Thank you! I checked that part number and it doesn't include any sort of BOM, just to be thorough is this just the cable chain or is it the entire harness including wiring?
The other ticket should be for just a couple links from the cable chain. This is actually a request to get the full original part used in manufacturing listed as can be sold so we can send out the full harness for an RMA because we have a customer who needs the end links used to mount the chain to the rest of the printer but we don't want to keep him waiting any longer so we are just going to send him out a full chain. Could we please get EL-MS0380 marked as can be sold? We don't need a retail part made for it or anything like that at this time so the currently listed price of $1 shouldn't be an issue. Thank you and sorry for the confusion!
Sep 16 2019
@DaniAO Thanks for getting this taken care of! Do you happen to know if the parts in this kit would be able to be used at the end of the chain to mount it to the rest of the printer or does that require a special chain link?
@Yahuba Original customer that I posted this in regards to hasn't gotten back in touch with us for me to ask, but the other woman who we spoke to did follow up with her machine settings.
Sep 15 2019
Sep 13 2019
I wanted to follow up on this because we have another customer who had one of these chain links break. In this case it is specifically the end link that is used to mount the chain to the backside of the toolhead mount. Is it possible to get a part made for this so we can send it out for an RMA? Thanks in advance!
Aug 30 2019
@adam Thanks for the check in! I got tagged into the MO for this by Heater White a little while ago and she let me know the situation. You were exactly right :)
Thanks for getting the new part set up for this!
I checked the part page with morning and it says we don't have any of these on hand, we have a customer who is currently waiting on these for an RMA so I wanted to check and see if I am okay to set up the RMA SO for a couple of these? We would only need 2. I just wanted to check on if we have someone with some free hands to throw two of these together before I set up the RMA for it. Thanks!
Aug 25 2019
Aug 24 2019
Aug 23 2019
Aug 19 2019
@adam We get a fair amount of requests for this part so I definitely think that getting a retail part set up for this would be a good idea. Thanks!
Aug 17 2019
Aug 12 2019
Adding ticket ID for customer who needs this part under RMA so that if this is updated while I'm not here the customer can be informed.
@DaniAO I think that would be a good idea, the part doesn't break often but we do sometimes see the latches on these give out if they are opened and closed too many times so having the option to buy replacements would probably be beneficial.
Aug 9 2019
Aug 5 2019
@karrad @jperry I was gone all last week so I am just seeing this now. The customer who I needed this part for found an additional issue with their Pro and needed it to be running like that day so he took it back to the brick and mortar where he bought it and swapped it out. We won't need this chain link immediately. I do still think that having some of these available long term for RMA usage is a good idea. Thank you guys for looking into this for me, sorry for the delay in response on my end!
Jul 29 2019
@alexei Unfortunately I didn't have a lot of information to go on when making this ticket. I made it because we were supposed to be documenting each instances of this issue but I wasn't the one who did the troubleshooting on it at all so I am basically just going off the phone notes.
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.
@karrad That is awesome! Thanks for the update :)
Customer followed up with their computer information screenshots below
Jul 28 2019
Customer tried a third Windows computer which was able to connect to his Pro. He hasn't yet sent in information for computers that don't work but he did send in information for the one that does. Information for the functional computer is:
Jul 26 2019
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.
We are getting an error message saying that the wrong printer is selected but Cura connects to the printer anyway.
Sorry had to wait for the new build to finish then we had a quick meeting which waylaid us! Toolhead is being attached as we speak, will update ASAP
@adam Thanks for finding that part number! I looked for the part too this morning and found the part number from my comment above. Out of curiosity, do we need the part listed under so many different numbers? If not we might consider consolidating the ones that aren't needed.
We actually have this part listed under two different reference numbers that are listed as can be sold, the second part number is HD-BU0013 and it does have a price marked. There is a note below the part that it was unarchived for LRS purposes, is it okay for us to offer these for sale to a customer or are these for LRS use only?
Jul 22 2019
Jul 19 2019
Customer followed up with a screenshot of their computer properties on their Windows 7 computer that was having difficulty connecting. I didn't get info for their Windows 10 system since that was able to connect successfully, let me know if you would like info on the computer that is working as well.
Follow up from the customer with computer and OS info:
"One is a Samsung R540, Intel 2.4GHz i3, 4 GB, running Win 10 Home 64 bit. I always try to stay on top of windows updates, it is currently running quality update 2019-07 (kb4506991) and feature update 1903. When I look at the COM port info in device manager, it says it can see the TAZ Pro as 3D Printer powered by RAMBo (COM 3).
I don't know offhandedly :( A lot of these tickets I made are for older helpdesk tickets which kind of got lost in the shuffle and I was coming back through to document the information we do have on them. I will be following up with customers to ask about screenshots of their OS and can ask these folks if they have tried the most recent version at the same time.
@DaniAO Sorry I should have been clearer in what I was trying to say, if I was making a list based on the frequency with which we see specific issue (think billboard top 100 list) then I would rank issues with the LCD as falling at around spot 25 on a list of the top 100 issues that we see in TS. That calculation takes into consideration all the printers that have this type of LCD screen.
@DaniAO It isn't super common from what we have seen in TS, common enough that it bore mentioning, if I ranked the issues we run into based on frequency we get asked about in TS I would place it at around spot 20-25. @oliver may have a different opinion on that from the production side of things though.
Jul 15 2019
I am currently going back through the instances of failures listed above in a bit more detail and thus far I have found at least 1 additional issue that I listed that upon closer inspection looks to not actually a RAMBo issue. I wasn't able to get through everything today so I will have to finish and update this on Friday when I am back in. I just wanted to update to make sure that people knew it is still on my radar and I should have things better situated on this ticket on Friday. Sorry for the delay!
Jul 12 2019
@kent @mjpelletier @Steven New one to add to this list, ticket ID 207,731. Customer bought a new 1.3L RAMBo from us and it came with pins missing, based on photos looks like the pins were never installed. Reference for purchase of board: SO103180.
We will be sending customer replacement board, would you like us to get this one back so we can check so serial number on the board or anything?
@kent Here is a list of RMA's that resulted in either a printer coming back or a board being sent out: