8   Troubleshooting

This chapter describes troubleshooting steps that can be performed to correct basic problems with the F120 printer.

Getting Help

If you have a problem with your printer or the printer’s materials that is not covered in this guide, or if you need to order replacement parts, please contact Customer Support for your region. Contact information is available from the Stratasys website at:
http://www.stratasys.com/customer-support/contact-customer-support.

If needed, you can write to Customer Support North America at:

Stratasys, Inc.
Customer Support
7665 Commerce Way
Eden Prairie, MN 55344 USA

Before calling for service or supplies, always have the following information ready:

•Your printer’s software version (see “Software Version” (page 34) for instructions on obtaining this information).

•Your printer’s serial number (see Figure 3 (page 3) or “System Odometers” (page 56) for information on locating the printer’s serial number).

•Access to your GrabCAD Print workstation in order to provide a configuration file, if necessary (see “Exporting System Configuration (.CFG) File” (page 5) for instructions on obtaining this information).

Warnings and Errors

If the printer detects an issue that may affect a build, it will be indicated within the Notifications Display portion of the “Build Page” (page 4). A yellow or red notification badge icon will be displayed, depending on the severity of the warning/error, along with text indicating the reason(s) for the warning. Touching the text on the screen will open a dialog indicating the reason(s) for the notification, and in some cases, steps to correct the notification (see Figure 4 (page 4)).

Depending on the type of warning/error, a notification badge icon may also be displayed within the “Materials Page” (page 21). The Materials button will be displayed in its warning state within the Navigation Menu to indicate the warning (see Table 1 (page 2)). Within the Materials page a notification badge icon will be displayed over the center of the Material Status Icon experiencing the warning/ error (see Table 7 (page 28)). Touching the notification badge icon on the screen will open the corresponding material’s Materials Details page and provide information indicating the cause of a warning/error (see Figure 29 (page 30)).

Warnings at Build Start

Model material does not match selected job

•The model material currently installed does not match the model material configuration of the selected job.

•Correct condition - unload incorrect model material and load the correct model material for the selected job. See “Unloading Material” (page 11) and “Loading Material” (page 3) for instructions.

Support material does not match selected job

•The support material currently installed does not match the support material configuration of the selected job.

•Correct condition - unload incorrect support material and load the correct support material for the selected job. See “Unloading Material” (page 11) and “Loading Material” (page 3) for instructions.

Insufficient model material for part build

•The amount of model material currently installed in the printer is not sufficient for the selected build.

•Correct condition - connect a material coil box to the printer that contains a sufficient amount of model material. See “Loading Material” (page 3) for instructions.

Insufficient support material for part build

•The amount of support material currently installed in the printer is not sufficient for the selected build.

•Correct condition - connect a material coil box to the printer that contains a sufficient amount of support material. See “Loading Material” (page 3) for instructions.

Order new model head

•The model head has reached 1350 build hours, and is near its odometer limit. Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are still able to build using this head, but part quality may be affected. Once the head’s odometer limit is reached, you will be prompted to change the head (see “Head Replacement” (page 14)).

Order new support head

•The support head has reached 1350 build hours, and is near its odometer limit. Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are still able to build using this head, but part quality may be affected. Once the head’s odometer limit is reached, you will be prompted to change the head (see “Head Replacement” (page 14)).

Replace model head

•The model head has reached 1500 build hours (odometer limit). Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are able to continue building using this head but it is recommended that you change the head prior to starting a new build (see “Head Replacement” (page 14)).

Replace support head

•The support head has reached 1500 build hours (odometer limit). Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are able to continue building using this head but it is recommended that you change the head prior to starting a new build (see “Head Replacement” (page 14)).

Errors Preventing a Build from Starting

Printer busy

•Indicates that the printer is in the process of completing another task and a build cannot be started until the task is complete.

•Correct condition - wait a couple of minutes and then attempt to restart the build.

Close the door

•Indicates that the oven door is open.

•Correct condition - close the oven door.

Close the cover

•Indicates that the top cover is open.

•Correct condition - close the top cover.

Remove the part

•Indicates that the completed part from the previously built job is still in the printer’s oven chamber.

•Correct condition - open the oven door and remove the completed part. See “Removing a Part from the Printer” (page 25) for instructions.

Select a job

•Indicates that a job has not been selected for building.

•Correct condition - select the job you’d like to build from the Job Queue. See “Selecting a Job to Build” (page 18) for instructions.

Insert a model head

•Indicates that a model head has not been installed into the printer.

•Correct condition - install model head. See “Head Replacement” (page 14) for instructions.

Insert a support head

•Indicates that a support head has not been installed into the printer.

•Correct condition - install support head. See “Head Replacement” (page 14) for instructions.

Model head not communicating

•Indicates that model head is not enabled/communicating. This will only be displayed when the top cover is closed.

•Correct condition - open the top cover and unclip the head cable from the model head. Wait a few seconds and then reconnect the head cable to the model head and close the top cover (see “Head Replacement” (page 14) for details). If the error persists there is likely a problem with either the head or the head cable; please contact Stratasys Customer Support or your regional Stratasys office for further assistance (see “Getting Help” (page 1) for contact information).

Support head not communicating

•Indicates that support head is not enabled/communicating. This will only be displayed when the top cover is closed.

•Correct condition - open the top cover and unclip the head cable from the support head. Wait a few seconds and then reconnect the head cable to the support head and close the top cover (see “Head Replacement” (page 14) for details). If the error persists there is likely a problem with either the head or the head cable; please contact Stratasys Customer Support or your regional Stratasys office for further assistance (see “Getting Help” (page 1) for contact information).

Model head not initialized

•Indicates that head data is not ready. This is only displayed when the printer is initializing a newly installed head, or if the initialization process failed.

•Correct condition - wait at least 60 seconds after the error is first displayed. If the error persists, open the top cover and unclip the head cable from the model head. Wait a few seconds and then reconnect the head cable to the model head and close the top cover (see “Head Replacement” (page 14) for details). If the error persists there is likely a problem with either the head or the head cable; please contact Stratasys Customer Support or your regional Stratasys office for further assistance (see “Getting Help” (page 1) for contact information).

Support head not initialized

•Indicates that head data is not ready. This is only displayed when the printer is initializing a newly installed head, or if the initialization process failed.

•Correct condition - wait at least 60 seconds after the error is first displayed. If the error persists, open the top cover and unclip the head cable from the support head. Wait a few seconds and then reconnect the head cable to the support head and close the top cover (see “Head Replacement” (page 14) for details). If the error persists there is likely a problem with either the head or the head cable; please contact Stratasys Customer Support or your regional Stratasys office for further assistance (see “Getting Help” (page 1) for contact information).

Load model material

•Indicates that model material has not been loaded into the printer.

•Correct condition - load model material. See “Loading Material” (page 3) for instructions.

Load support material

•Indicates that support material has not been loaded into the printer.

•Correct condition - load support material. See “Loading Material” (page 3) for instructions.

Replace invalid model spool

•Indicates that the material coil box is invalid. Invalid materials are materials not licensed or not compatible with the associated head type.

•Correct condition - disconnect the invalid material coil box and replace it with a valid material coil box. See “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4) for instructions.

Replace invalid support spool

•Indicates that the material coil box is invalid. Invalid materials are materials not licensed or not compatible with the associated head type.

•Correct condition - disconnect the invalid material coil box and replace it with a valid material coil box. See “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4) for instructions.

Replace empty model spool

•Indicates that the material coil box has run out of material.

•Correct condition - disconnect the empty material coil box and replace with a new material coil box. See “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4) for instructions.

Replace empty support spool

•Indicates that the material coil box has run out of material.

•Correct condition - remove the empty material coil box and replace with a new material coil box. See “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4) for instructions.

Load/Unload Errors

Timed out

•Indicates that filament was not detected at the head within 5 minutes of a load’s initiation.

•Correct condition - disconnect the material coil box and ensure that it is properly prepared for installation and load. See “Material Coil Box Preparation” (page 3) and “Connecting Material Coil Box To Printer” (page 4) for details. reconnect the material coil box (see “Loading Material” (page 3)).

Purge failed

•Indicates that filament is currently in the head, but the load failed.

•Correct condition - unload model and support material (see “Unloading Material” (page 11)) and then reload these materials (see “Loading Material” (page 3)). Once loaded, verify that material purges from the tips by performing a manual purge of each tip using the purge buttons within the Tip Maintenance page (see “Head Maintenance” (page 25)).

Resource not available

•Indicates that the printer is in the process of completing another task and a load/unload cannot be started until the task is complete.

•Correct condition - wait a couple of minutes and then attempt to load/unload material.

Task already running

•Indicates that the printer is in the process of loading or unloading material. Only one material coil box can be loaded or unloaded at a time.

•Correct condition - wait until the load/unload in process is complete before attempting to load material to or unload material.

Invalid material

•Indicates that the installed material is not licensed for use with the printer.

•Correct condition - to adjust your printer’s material license please contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Cannot load model in to support head

•Indicates that you have inserted a model material coil box’s filament key into the wrong filament port in the printer.

•Correct condition - Remove the material key from its current location and insert it into the upper filament port. See Figure 11 (page 10) for details.

Cannot load support in to model head

•Indicates that you have installed a support material coil box’s filament key into the wrong filament port in the printer.

•Correct condition - Remove the material key from its current location and insert it into the lower filament port. See Figure 11 (page 10) for details.

Cannot change material type during build

•Indicates that the printer is currently in the process of building and you are attempting to change model or support material during the build.

•Correct condition - you cannot change material types while the printer is in the process of building a part. Wait until the build is complete before changing materials.

Build Pause Warnings

User requested

•Indicates that a pause was initiated by the operator or inserted within the job’s file.

•Correct condition - resume the build by pressing the Play button within the Build page (see Table 3 (page 12) for button details).

Out of model material

•The printer has run out of model material.

•Correct condition - disconnect the empty material coil box and replace as needed. See “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4) for instructions.

Out of support material

•The printer has run out of support material.

•Correct condition - disconnect the empty material coil box and replace as needed. See “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4) for instructions.

Active model spool removed

•Indicates that the printer lost contact with the model material coil box’s memory chip.

•Correct condition - ensure that the filament key is seated correctly within its filament port. If so, disconnect and then reconnect the material coil box (see “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4)). If this does not correct the error, disconnect the current material coil box and connect a new one.

Active support spool removed

•Indicates that the printer lost contact with the support material coil box’s memory chip.

•Correct condition - ensure that the filament key is seated correctly within its filament port. If so, disconnect and then reconnect the material coil box (see “Unloading Material” (page 11) and “Connecting Material Coil Box To Printer” (page 4)). If this does not correct the error, disconnect the current material coil box and connect a new one.

Model head removed

•Indicates that the printer lost contact with the model head.

•Correct condition - ensure that the head is seated correctly within the gantry. If so, remove the head and then reinstall it (see “Head Replacement” (page 14)). If this does not correct the error, remove the head and install a new head.

Support head removed

•Indicates that the printer lost contact with the support head.

•Correct condition - ensure that the head is seated correctly within the gantry. If so, remove the head and then reinstall it (see “Head Replacement” (page 14)). If this does not correct the error, remove the head and install a new head.

Build Abort Errors

Aborted by user

•Indicates that the abort was initiated by the operator.

•Correct condition - remove the aborted build from the printer, see “Removing a Part from the Printer” (page 25) for instructions.

Failed to find Z zero

•Indicates that the Z stage failed to find its home position.

•Correct condition - verify that there is nothing obstructing the calibration targets on the platen, see “Cleaning the Platen” (page 10) for instructions.

Failed to process the part

•An error occurred when attempting to translate the CMB file into commands for the printer.

•Correct condition - often the result of a corrupted or outdated CMB file. Ensure that your printer’s software version is up to date (see “Updating Controller Software” (page 1)) and that you are using the correct version of GrabCAD Print software. Reprocess, reorient, and resend the job file to the printer using GrabCAD Print (see “GrabCAD Print Software” (page 16)) and then restart the build (see “Basic Job Build Tasks” (page 16) for instructions).

Failed to load toolpaths

•Printer unexpectedly lost job information during the build.

•Correct condition - reprocess, reorient, and resend the job file to the printer using GrabCAD Print (see “GrabCAD Print Software” (page 16)). If you encounter the same error when rebuilding with the reprocessed file, attempt to build a different file to see if the error occurs again. If so, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Failed to calibrate tip offsets

•Indicates that the printer failed to calibrate tip offsets.

•Correct condition - perform an automatic tip calibration (“Automatic Tip Calibration” (page 2)). If calibration fails, perform a manual tip calibration (“Manual Tip Calibration” (page 5)). If calibration fails again, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Active spool removed

•Indicates that the active material coil box was disconnected. This is only displayed when the printer is preparing for a build.

•Correct condition - install a material coil box and load model material. See “Connecting Material Coil Box To Printer” (page 4) and “Loading Material” (page 3) for instructions.

Model head removed

•Indicates that the printer lost contact with the model head.

•Correct condition - ensure that the head is seated correctly within the gantry. If so, remove the head and then reinstall it. If this does not correct the error, remove the head and install a new head.

Support head removed

•Indicates that the printer lost contact with the support head.

•Correct condition - ensure that the head is seated correctly within the gantry. If so, remove the head and then reinstall it. If this does not correct the error, remove the head and install a new head.

File not found

•Indicates that the printer was unable to locate the job file that was selected for building. This error pertains to job files loaded via USB flash drive only.

•Correct condition - ensure that the USB flash drive containing the selected job file is securely inserted into one of the USB ports within the interface panel (see Figure 3 (page 3) for port locations). Once the flash drive is securely inserted into one of the printer’s USB ports select the file you’d like to build by loading it to the Job Queue (see “USB Method” (page 14)).

Unknown error

•An unexpected error occurred in which the printer was unable to map the cause of the error to a known abort reason.

•Correct condition - attempt to restart the build, see “Basic Job Build Tasks” (page 16) for instructions. If the error persists, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Head Warnings

Not initialized

•Indicates that head data is not ready. This is only displayed when the printer is initializing a newly installed head, or if the initialization process failed.

•Correct condition - wait at least 60 seconds after the error is first displayed. If the error persists, open the top cover and unclip the head cable connected to the corresponding head. Wait a few seconds and then reconnect the head cable to the head and close the top cover (see “Head Replacement” (page 14) for details). If the error persists there is likely a problem with either the head or the head cable; please contact Stratasys Customer Support or your regional Stratasys office for further assistance (see “Getting Help” (page 1) for contact information).

Order new model head

•Indicates that the model head is near its odometer limit. This warning is displayed as a reminder to order a replacement head for the one that is approaching its odometer limit. Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are still able to build using this head, but part quality may be affected. Once the head’s odometer limit is reached, you will be prompted to change the head (see “Head Replacement” (page 14)).

Order new support head

•Indicates that the support head is near its odometer limit. This warning is displayed as a reminder to order a replacement head for the one that is approaching its odometer limit. Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are still able to build using this head, but part quality may be affected. Once the head’s odometer limit is reached, you will be prompted to change the head (see “Head Replacement” (page 14)).

Head Errors

Replace model head

•Indicates that the model head has reached its build hour odometer limit. This error message is displayed as a reminder that you should replace the head before starting another build. Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are able to continue building using this head but it is recommended that you change the head prior to starting a new build (see “Head Replacement” (page 14)).

Replace support head

•Indicates that the support head has reached its build hour odometer limit. This error message is displayed as a reminder that you should replace the head before starting another build. Build hours are available within the head’s Head Details page (see “Viewing Head Details” (page 24)).

•Correct condition - you are able to continue building using this head but it is recommended that you change the head prior to starting a new build (see “Head Replacement” (page 14)).

Finding a Remedy

The following table lists various troubleshooting scenarios you may encounter when operating the printer and methods for resolving these scenarios.