8   Troubleshooting

This chapter describes troubleshooting steps that can be performed to correct basic problems with the F123 Series.

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 32) for instructions on obtaining this information).

•Your printer’s serial number (see Figure 6 (page 7) or “System Odometers” (page 58) 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 6) 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 29)). 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 30 (page 32)).

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 7) 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 7) 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 - install additional model material into the printer, see “Loading Material” (page 3) for instructions. When installing additional material you can install a second material spool in order to utilize the auto changeover feature or install an entirely new spool containing enough material to complete the build. Please note that auto changeover is only applicable for the F270 and F370 printers.

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 - install additional support material into the printer, see “Loading Material” (page 3) for instructions. When installing additional material you can install a second material spool in order to utilize the auto changeover feature or install an entirely new spool containing enough material to complete the build. Please note that auto changeover is only applicable for the F270 and F370 printers.

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 12)).

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 12)).

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 12)).

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 12)).

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 23) 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 16) 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 12) 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 12) 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 12) 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 12) 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 12) 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 12) 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).

Invalid Material Combination

•Indicates that the model material and support material are incompatible with each other.

•Correct condition - Install either the correct model material or support material based on the desired build scenario. See Table 4 (page 18) for valid model material and support material combinations

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 spool is invalid. Invalid materials are materials not licensed or not compatible with the associated head type.

•Correct condition - remove the invalid material spool and replace it with a valid spool. See “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4) for instructions.

Replace invalid support spool

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

•Correct condition - remove the invalid material spool and replace it with a valid spool. See “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4) for instructions.

Replace empty model spool

•Indicates that the material spool has run out of material.

•Correct condition - remove the empty material spool and replace with a new spool. See “Removing an Empty Material Spool” (page 9) and “Material Spool Installation” (page 4) for instructions.

Replace empty support spool

•Indicates that the material spool has run out of material.

•Correct condition - remove the empty material spool and replace with a new spool. See “Removing an Empty Material Spool” (page 9) and “Material Spool Installation” (page 4) for instructions.

End of model filament detected

•Indicates that filament from the material spool has not been detected by the filament present switch in the material drive.

•Correct condition - slowly turn the material spool and feed filament into the drive mechanism. Filament needs to be advanced approximately 2 inches (50.8 mm) to reach the filament present switch. See “Loading Material” (page 3) for instructions.

End of support filament detected

•Indicates that filament from the material spool has not been detected by the filament present switch in the material drive.

•Correct condition - slowly turn the material spool and feed filament into the drive mechanism. Filament needs to be advanced approximately 2 inches (50.8 mm) to reach the filament present switch. See “Loading Material” (page 3) for instructions.

Cooler module not installed

•Indicates that the bead cooler has not been installed with the associated PLA material head.

•Correct condition - install the bead cooler.

Load/Unload Errors

Timed out

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

•Correct condition - remove the material spool and ensure that it is properly prepared for installation and load. See “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4) for details. Reload the material spool (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 7)) 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 another bay. Only one material bay 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 from another material bay.

Insert filament

•Indicates that the sensor in the material drive controller is not detecting filament. This could indicate that the material spool is empty or filament became broken during the load process.

•Correct condition - remove the material spool and clear all filament from the filament tubes (see “Removing Material Spools” (page 9)). Reload the material spool (see “Loading Material” (page 3)). If the error persists, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Insert spool

•Indicates that a material spool has not be installed into the material bay for which you are attempting to load material.

•Correct condition - install a material spool. See “Material Spool Installation” (page 4) for instructions.

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 installed a model spool into the wrong location within the material bay.

•Correct condition - Remove the model spool from its current location within the material bay and insert it into a model material bay. For printers with two operating material bays, the model bay is the left bay. For printers with four operating material bays, the model bays are the two left-most bays. See Figure 11 (page 10) for details.

Cannot load support in to model head

•Indicates that you have installed a support spool into the wrong location within the material bay.

•Correct condition - Remove the support spool from its current location within the material bay and insert it into a support material bay. For printers with two operating material bays, the support bay is the right bay. For printers with four operating material bays, the support bays are the two right-most bays. 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).

Failed to change material

•Indicates that the load or unload process failed during auto changeover.

•Correct condition - remove the material spool (see “Removing Material Spools” (page 9)) and check to see if material can move freely on the spool by pulling out a few inches of material.

•If material can move freely, reinstall and reload the material spool (see “Loading Material” (page 3) for instructions). Contact Stratasys Customer Support or your regional Stratasys office if material load fails again (see “Service” (page 1) for contact information).

•If material cannot move freely, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Out of model material

•The printer has run out of model material. If 2 model material spools are installed, this warning indicates that both spools are empty.

•Correct condition - remove the empty material spool(s) and replace as needed. See “Removing an Empty Material Spool” (page 9) and “Material Spool Installation” (page 4) for instructions.

Out of support material

•The printer has run out of support material. If 2 support material spools are installed, this warning indicates that both spools are empty.

•Correct condition - remove the empty material spool(s) and replace as needed. See “Removing an Empty Material Spool” (page 9) and “Material Spool Installation” (page 4) for instructions.

Active model spool removed

•Indicates that the printer lost contact with the material spool’s memory chip or the material drive controller inadvertently lifted.

•Correct condition - ensure that the material spool is seated correctly within the material drive. If so, remove the spool and then reinstall it (see “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4)). If this does not correct the error, remove the spool and install a new spool.

Active support spool removed

•Indicates that the printer lost contact with the model material spool’s memory chip or the material drive controller inadvertently lifted.

•Correct condition - ensure that the material spool is seated correctly within the material drive. If so, remove the spool and then reinstall it (see “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4)). If this does not correct the error, remove the spool and install a new spool.

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 12)). 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 12)). If this does not correct the error, remove the head and install a new head.

Model filament broken

•Indicates that the sensor in the material drive controller is not detecting the model filament and the material volume on the spool is large enough that the filament probably broke rather than ran out. This can also be caused by spool axles being interchanged between different spools or by the system improperly calculating used filament volume.

•Correct condition - remove the material spool and clear all filament from the filament tubes (see “Removing Material Spools” (page 9)). If the spool is not empty, the filament present switch in the material bay may be defective. Replace the material bay (see “Material Bays” (page 24)). If the spool is empty, replace it with another spool (see “Loading Material” (page 3)). If the error is not resolved, check the job log for any zero volume jobs and reboot the printer. If the error persists, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

Support filament broken

•Indicates that the sensor in the material drive controller is not detecting the support filament and the material volume on the spool is large enough that the filament probably broke rather than ran out. This can also be caused by spool axles being interchanged between different spools or by the system improperly calculating used filament volume.

•Correct condition - remove the material spool and clear all filament from the filament tubes (see “Removing Material Spools” (page 9)). If the spool is not empty, the filament present switch in the material bay may be defective. Replace the material bay (see “Material Bays” (page 24)). If the spool is empty, replace it with another spool (see “Loading Material” (page 3)). If the error is not resolved, check the job log for any zero volume jobs and reboot the printer. If the error persists, contact Stratasys Customer Support or your regional Stratasys office (see “Getting Help” (page 1) for contact information).

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 23) 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 12) 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 19)) and then restart the build (see “Basic Job Build Tasks” (page 14) 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 19)). 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 spool was removed. This is only displayed when the printer is preparing for a build.

•Correct condition - install a material spool and load model material. See “Material Spool Installation” (page 4) and “Loading Material” (page 3) for instructions.

Model head removed

•Indicates that the printer lost contact with the model material spool’s memory chip or the material drive controller inadvertently lifted.

•Correct condition - ensure that the material spool is seated correctly within the material drive. If so, remove the spool and then reinstall it (see “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4)). If this does not correct the error, remove the spool and install a new spool.

Support head removed

•Indicates that the printer lost contact with the support material spool’s memory chip or the material drive controller inadvertently lifted.

•Correct condition - ensure that the material spool is seated correctly within the material drive. If so, remove the spool and then reinstall it (see “Removing Material Spools” (page 9) and “Material Spool Installation” (page 4)). If this does not correct the error, remove the spool and install a new spool.

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 14) 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 12) 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 12)).

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 12)).

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 12)).

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 12)).

Finding a Remedy

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