We ordered an A350T and it came in the mail on December 2nd or so. Took some time on the weekend (next day) to assemble it and it doesn’t work. Everything about the machine is functional (enclosure fan and lights turn on, touch screen turns on and functions as expected, module heads all seem to work just fine, printing bed heats up, etc) except for anything to do with moving the arms. We get get an error when trying to auto level the bed, as seen in the attached image
(in case it can’t be viewed, it says “something went wrong during the calibration. please retry or quit. if you need any help, please contact our support”). When we go to manually move the arms through the display, they don’t move either. We have tried:
unplug and replug cables
plug Y into Z and Z into Y (and different variations of this)
unplug everything except for power, and then swap Y and Z
update to latest firmware
downgrade to second latest firmware
separate the enclosure from the machine entirely
None of these ideas has worked. We are also currently waiting on a response from support but it’s been almost a week and there has been no response. Very disappointed to receive a broken product with how much this machine cost AND such slow response time from support… Does anyone have any ideas on what else to try? Are we SOL? At the mercy of the response time from the manufacturers? Thanks for any help, I am happy to provide more details if needed.
First, just double check that you installed the linear rails in the correct locations; the 2 rails marked “Lead 8mm” are the ones that have to be used in the z-axis (vertical) position.
From the link above, grab version 1.13.2 and the latest 1.14.3. unzip the files and place them on the USB drive. Using the start or file menu, select 1.13.2 and let it run, afterwards turn it off, back on, and then again with 1.14.3.
If you cannot reach the home screen of the touchscreen, turn the machine off, unplug the tool head, and turn the machine back on without a tool head attached and then do the above. Maybe the linear modules have incompatible firmware and just need updating.
the console shows a command being sent, then “ok”, but none of the coordinates change. Same thing happens when I directly try to change the position on the screen connected to the machine.
Thanks for the suggestion. I will give it a shot either tonight or tomorrow since I gotta get going soon, but hopefully you can stay in the loop in the meanwhile haha.
@Skreelink so rolling back to 13.2 almost got it to work; the modules move left and right, and the bed moves forwards and backwards, but it just doesn’t move up and down; any other suggestions? I tried 13.2 → power off/on → 14.2 → power off/on, then same thing but unplugging the tool head and nothing. So I am going to keep it on 13.2 for now. Do you have any other suggestions? I feel like I am so close to getting this fixed.
Double check you put the linear modules in the correct place. The 3 20mm lead ones (they should be marked near the cable) go on X/Y (across and the bed), the 2 8mm lead are Z (up/down).
Go back over your cable connections, even if they seem tight, unplug and reseat. As I recall, in 1.14 they implemented checks that if something was wrong it disabled motion, but not in 1.13, that’s why it moves there. So focus on your Z connection. Can also try swapping the little combining blocks on Y/Z to make sure those aren’t bad.
Hi @scotchtape, connect your computer with a USB cable and make a booting log. Follow this guide : https://support.snapmaker.com/…/360055487434-How-to-Get…
Then check in the logs in the console window if all modules have been correctly recognized on the CAN bus. You can show it here - then we can tell you more.
Edit:
Another thing, on your screen :
we can see that you have set the wrong size machine in Luban. A 250 is set and you write that it is A350 - maybe the software thinks the machine is outside the range of dimensions?
Nice catch @Tomi, I was on my phone so I didn’t see that. The snapmaker firmware determines what machine it is by the length of the linear rails, so a mismatch in Luban could definitely cause issue. However, it shouldn’t affect the touchscreen movement.
Yeah, great catch @Tomi! @Skreelink, is it possible that the wrong firmware being loaded into the machine could cause issues with both the touchscreen and Luban? For example, if the 250 firmware got installed via USB, instead of the 350, or if it is the A350 instead of the A350T. Wondering if the machine would even allow that to happen; I could see that causing all sorts of issues.
Thanks for all the help everyone, it really is appreciated. So the machine finally runs! Support got back to me and it seems that the 2-1 connectors are specific to the axis but they aren’t labeled as such. So having my machine on version 13.2 of the firmware + swapping the connectors fixed it. Absolutely bonkers that such an expensive product would ship in such a state but I am glad the fix turned out relatively trivial and I wouldn’t have to wait for any new parts to be sent out.
Interesting, I had not heard that the 2-to-1 connectors are specific; good to know. Thanks for the update and glad you got it figured out. Happy making!
but I am glad the fix turned out relatively trivial and I wouldn’t have to wait for any new parts to be sent out.