People get emotional when they’re frustrated. SM has been good to me too. I try to remember they’re a day behind us and a completely different culture/country.
Devices work well once you get them. And if you plan for consumables you don’t have the ‘Ah where is that?!’
I cannot confirm the bad support. I had 2 bad linear modules and the support managed to exchange them in some days. 4 days of testing, 3 days to deliver new linear modules A350T.
I have ordered the DX 3 weeks ago. But there was a message that its still PREORDER phase and the Delivery will be in April .
So eveything is fine!
Btw: this is a community Forum. Only a few Snapmaker employees are active in here . Best way is to contact over support@snapmaker…
Same from my side. Received excellent and forthcoming support in those cases where it mattered, received a replacement part without cost although warranty period was already over. Answer times were very good. When it comes to general technical questions, they tend to be less good, but I can understand this. And Kickstarter/Preorder times promised vs. realized is not the best history, but in the end they always delivered.
Wow, those look pretty good. I like their mission statment: “We hated 3D printing so we made a better 3D printer”. It’s a shame that approach isn’t more widespread.
To stay remotely on-topic: I haven’t had any problems with SM support, either in timeliness or in service. Just wish the A350 was a better out-of-the-box 3D printer 
same here after the update and with the dual head.
TICKET #133290
What the heck is the status of my replacement parts? It’s been 4 months since my brand new f350 has worked correctly. What is it going to take to get some customer service around here? Incompetence would be an improvement over the level of customer service I’ve received so far.
@Riskey @Alan I guess I’ve new bugs: Currently working with the 1.6 W laser, and to check how my work was going, I hit “Pause”. In the past, the laser head moved a bit up, which it did not. But the main problem: After resuming the job, the laser was not interpreting the GCode correctly anymore, but lasered all moves at the origin - I assume that it lost the information “Relative movement” (The job runs with G91) and interpreted all moves as absolute, producing a funny star pattern at the work origin…
Not amused!
Yea, the no move up thing is really annoying with the laser. It’s hard to see what’s happening some times.I put in a ‘issue’ on github for it. I’d recommend sending support an email highlighting this issue as well.
That sounds like a slicer issue… did you use 4.7.2? If so, post it in the ‘Snapmaker luban’ sub-forum. They have a thread to capture bugs.
I actually use Lightburn, not Luban. And I looked into the GCode, Lightburn uses G91 (Relative positioning). If I let the GCode run uninterrupted, the result is as expected - only the Pause function destroys the result. The fact that the lines are all around the origin is a strong indicator that hitting Pause switches to absolute positioning, and it “forgets” to switch back.
But good point, I should go to GitHub and file a bug.
Ah, I missed the lightburn piece. Interesting that pause on the machine reverts it to absolute like that.
There’s now Version 1.15.23 since a few weeks, but it seems not to come over the air… when I check for new firmware, being on 1.15.21, the device only tells me that 1.15.21 is available (which is actually what is already installed). Downloaded .23, just at this moment running update via USB…
EDIT: Get’s even worse: Told me it successfully updated to 1.15.23_20230404, but after powercycle, it still claims to be on 1.15.21_20230303, and checking for updates via network tells me once again that there is a new version available, which is 1.15.21_20230303… crap!
@Alan @Riskey can you sort this out? This is really confusing…
Same here, my firmware reports via gcode are different again:
M1005
Marlin SM2-4.5.34
Compiled: Mar 9 2023, 17:08:07
PACKAGE: Snapmaker_V4.5.34
Module Ver:
Module 0x0038108A: v1.13.12
Module 0x0038105E: v1.13.12
Module 0x00507426: v1.13.12
Module 0x0038145E: v1.13.12
Module 0x003814E4: v1.13.12
Module 0x00381538: v1.13.12
Module 0x00E03746: v1.13.12
linear X1 length: 356 mm, lead: 8 mm
linear Y1 length: 356 mm, lead: 8 mm
linear Z1 length: 356 mm, lead: 8 mm
linear Y2 length: 356 mm, lead: 8 mm
linear Z2 length: 356 mm, lead: 8 mm
Machine Size: L
ok
(enclosure, 10w laser, a350, nothing else).
I’m also finding it impossible to use the device with Door Detection disabled, which is a serious bug. Both locally on touchscreen and remotely. Locally on touchscreen once doors have been open then can’t get laser to work again, never seeing a laser bounding box at 1% power.
@Jade @parachvte Door detection broken (try to cut a long piece of MDF wood with enclosure door open, draw a single pen line and use 3mm mdf, try over wifi and via touchscreen) and latest firmware doesn’t actually install and stay installed or at least recognise it is.
-Edit- May be related to modules not being upgraded correctly, I assumed mine were latest versions but are not looking at the log. I’ve now found the forum post about going up one major version at a time which I will now do. This should not be required for users to do though.
-Edit2- No, the version reports incorrectly. Having just installed v1.14.3 I get this reported:
M1005
Marlin SM2-4.4.17
Compiled: Jun 14 2022, 11:43:22
PACKAGE: Snapmaker_V4.4.17
Module Ver:
Module 0x0038105E: v1.11.5
Module 0x0038108A: v1.11.5
Module 0x00507426: v1.11.5
Module 0x003814E4: v1.11.5
Module 0x0038145E: v1.11.5
Module 0x00381538: v1.11.5
Module 0x00E03746: v1.11.5
The door detection works as expected now with v1.14.3 (but camera + autofocus dont), so after cutting my extra-long pieces I’ll go back to v1.15.23 with broken door detection
Lack of professionalism is the main cause of all these problems. Version management is priority one!
You need to ask this question elsewhere. This thread is for firmware issues.
I am having similar issue. And to add on, I updated because I was plugging in my dual extrusion module for first time, but now machine does not recognize the module from the controller. From Luban, it appears to recognize the module, but does not recognize the heated bed as being connected. Nevertheless, when I send a command from Luban to heat up the bed, it works. I can also move the printhead via Luban. However, if I click calibrate or control on the touchscreen, it goes to a blank screen that you cannot get out of. Pretty annoyed.
Try to do a factory reset maybe. While I have plenty of problems with my machine, it does “work”
Same problem, i managed to update via usb to the latest version, checking for updates via network tells me once again that there is a new version available, which is 1.15.21_20230303…
Please resolve this problem.
…and more 1.15.23 bugs/wishes for improvement:
Will add the bugs to github…
Same problem for me too. I keep updating despite the ‘successfully updated’ feedback.