Ultimaker 3 not responding to button press

[EDMI_Meters 0]

Hi,

Our Ultimaker 3 is not responding to a button push. The menu currently reads 'Print failed Carefully remove the print from the build plate' with the option PRINT REMOVED.In actual fact the print was successfully completed, pressing the button/dial fails to clear the message though it does beep to acknowledge the button press and if I turn the power off and on the printer just reboots back to the same message. My question is how do I reset the printer to clear the message.

[fwp 0]

I have the same problem...

[fbrc8-erin 296]

You could probably clear the message by turning off the printer--it should be gone when you power it back on.

For the button issue, I would try removing the front of the button and checking for debris inside the button, and making sure the hex nut is tight where it should be on the inside. If that doesn't do the trick, reach out to your reseller. Removing the button front is pretty straight forward and only takes a minute: https://ultimakernasupport.zendesk.com/hc/en-us/articles/115004187086-The-Button-Won-t-Click

[EDMI_Meters 0]

You could probably clear the message by turning off the printer--it should be gone when you power it back on.

For the button issue, I would try removing the front of the button and checking for debris inside the button, and making sure the hex nut is tight where it should be on the inside. If that doesn't do the trick, reach out to your reseller. Removing the button front is pretty straight forward and only takes a minute: https://ultimakernasupport.zendesk.com/hc/en-us/articles/115004187086-The-Button-Won-t-Click

I think that it is unlikely that the button is the problem as I said in my original post the printer makes an audible tone when the button is pushed, which indicates that the controller card is acknowledging the button press and as I also said turning the power on an off does not clear the problem.

The printer was left to print a job over the weekend which it completed sucessfully. When we checked the printer on Monday morning we saw the problem. Since posting the original message I have spoken to our firmware engineers and they think that it is probably a firmware bug, possibly a buffer over run, which has happen because the printer was left for a long period without the button being pushed to acknowledge the message on the screen.

We are sill waiting for our reseller to get back to us, but if we have not heard from him shortly we are going to access the controller card directly and see if we can resolve the issue, as a first step we are going to plug a monitor into the HDMI port and see what happens when the printer boots up.

[fbrc8-erin 296]

You could probably clear the message by turning off the printer--it should be gone when you power it back on.

For the button issue, I would try removing the front of the button and checking for debris inside the button, and making sure the hex nut is tight where it should be on the inside. If that doesn't do the trick, reach out to your reseller. Removing the button front is pretty straight forward and only takes a minute: https://ultimakernasupport.zendesk.com/hc/en-us/articles/115004187086-The-Button-Won-t-Click

I think that it is unlikely that the button is the problem as I said in my original post the printer makes an audible tone when the button is pushed, which indicates that the controller card is acknowledging the button press and as I also said turning the power on an off does not clear the problem.

The printer was left to print a job over the weekend which it completed sucessfully.  When we checked the printer on Monday morning we saw the problem.  Since posting the original message I have spoken to our firmware engineers and they think that it is probably a firmware bug, possibly a buffer over run, which has happen because the printer was left for a long period without the button being pushed to acknowledge the message on the screen.

We are sill waiting for our reseller to get back to us, but if we have not heard from him shortly we are going to access the controller card directly and see if we can resolve the issue, as a first step we are going to plug a monitor into the HDMI port and see what happens when the printer boots up.

Sorry; misread the original post and missed that you'd already power cycled the machine.

[fwp 0]

"I think that it is unlikely that the button is the problem as I said in my original post the printer makes an audible tone when the button is pushed, which indicates that the controller card is acknowledging the button press and as I also said turning the power on an off does not clear the problem."

I have exactly the same issue. Switching off and on does not help

Edited November 16, 2017 by Guest

[fwp 0]

could it be something with the networking extension in Cura? It occurred since the latest update

[EDMI_Meters 0]

I have been investigating further and I have found that the printer will respond to a USB keyboard plugged into the front USB port, brings up a game and that CRT-ALT-DEL will cause the printer to reboot. Also I am able to access the printer API over the network and read the log file. However as developer mode was not switched on I cannot access SSH so I cannot force a reboot but I now know that the printer is running Debian 8.1 so I am waiting for our Linux guru to start work to see if he can help.

[fwp 0]

I have been investigating further and I have found that the printer will respond to a USB keyboard plugged into the front USB port, brings up a game and that CRT-ALT-DEL will cause the printer to reboot.  Also I am able to access the printer API over the network and read the log file.  However as developer mode was not switched on I cannot access SSH so I cannot force a reboot but I now know that the printer is running Debian 8.1 so I am waiting for our Linux guru to start work to see if he can help.

 

and... did you find a solution?

With Cura 2.7 I can get a connection with the printer, and even look through the camera, but I cannot reset him.

[EDMI_Meters 0]

No we were unable to get into the printer, as we have only had it a couple of weeks we are going to contact the reseller and return it

[robinmdh 100]

Only saw this topic now :( for future reference I think your printer had a power-outage that may have broken some files (delayed write on the filesystem) and this could have been fixed by following this procedure.

Though that does require a micro sd card and unscrewing 1 of the plastic covers on the bottom of the printer.

[ian 32]

Good morning guys.

My ultimaker 3 extended is connected with the wifi in my office.

This morning came the message I could update the firmware to the latest version.

Took 10 minutes to download and then the printer restarted. With the ultimaker logo on the screen, the screen froze and I could not get any response...

So I turned off the printer and turned it back on.

Now the screen does not turn on.. no lights come one.

It looks like my beautiful ultimaker 3 is dead....

How can I do a hard reset of the system ?

Maybe the firmware update with wifi was not 100% perfect and screwed up the printers mind.. ?

can some one please help.

Thank you.

Ian

[ian 32]

Hi guys.

I just took off the covers of the electronincs.

The lights are glowing but nothing is coming up on the screen.

I can also not connect using Cura. It does not see the printer.

Is there a way to transfer a firmware flash using a us cable between my latopt and printer ?

I really need my printer back running today for work....

Thanks.

Ian

[SandervG 1,521]

Hi @Ian, good to see you at the FormNext show, although only for a few minutes. Beard looks good on you How was the rest of the show? Lets tag @Marco_TvM and see if he can help.

[SandervG 1,521]

I've also moved the topic to software - troubleshooting, as it looks like the problem lies in the firmware.

[Marco_TvM 34]

Unfortunately, I think only this procedure, mentioned earlier by @robinmdh may solve this.

Something went wrong during the update and you ended up with a bricked UM3.

[ian 32]

Thank you.

At the monent my screen is totally blank.. a complete BRICKED ultimaker

When I setup my SD card this evening with all the files.

Will I just (insert SD card) then turn on the printer and it will automatically boot from the SD card and so allow me to reboot from the sd card.

I hope so....

Ian

[ian 32]

second question.

If I want to update to the latest firmware.

Can I connect my ultimaker 3 to cura using a USB cable and transfer the new firmware update that way. I dont think the WIFI in my office is very stable...

Ian

[ian 32]

third question.

Is that a normal SD card or micro SD ?

Which direction does the SD go in ? which side up ?

Thanks.

Ian

[Marco_TvM 34]

It's a micro-SD card. Insert the SD card and it should boot up and reinstall the firmware. After it's finished, you can remove the SD card.

You can always download the firmware files onto a USB stick and update the firmware from stick instead of downloading directly.

Edited November 23, 2017 by Guest

[bsekle 0]

I'm having this exact same issue.  Is there a resolution yet?  Is there a way to flash the firmware or otherwise reset the system?

[gpl 0]

Hi, I'm having the same problem. I just updated the Firmware and now the screen reads "Print failed. Carefully remove the print from the build plate' with the option PRINT REMOVED." The dial beeps when clicked but the screen doesn't respond. Is there anyway to reboot the printer?

[fbrc8-erin 296]

Contact your reseller. You're going to need to re-image the Olimex board from a microSD card. 

[SeanTapscott 4]

I found a way to unfreeze and update the firmware without reflashing the whole thing.  If you're getting just a "Print Failed" screen after a firmware update, you can clear the frozen screen by stopping and then starting the griffin.hmi.service through systemctl stop and start. 

 

Then I was able to move the wheel down to finish the upgrade to 5.2 without a painful microSD flashing. 

 

For further information, the root partition was full, which is what caused it to randomly stop responding, but was able to still print, just not respond or update logs. This was apparently related to my daughter accidentally updating the firmware to the step-up firmware before 5.2, and then I didn't perform the second firmware update to 5.2. 

 

My df -h is now back to 57% in use on the root / partition. 

 

Some logs that shows some of the 100% in use messages I was receiving. 

root@ultimakersystem-ccbdd3001d4c:~# journalctl -fu griffin.printer
-- Logs begin at Sat 2019-03-23 01:36:37 UTC. --
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: Traceback (most recent call last):
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: File "/usr/share/griffin/griffin/preferences/registryFile.py", line 129, in __save
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: with open(temp_filename, "w") as f:
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: OSError: [Errno 28] No space left on device: '/var/lib/griffin/printer_hotend_0_preferences.json.new'
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: 2019-03-31 18:36:06,388 INFO     registryFile    Saving preferences to /var/lib/griffin/printer_hotend_1_preferences.json
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: 2019-03-31 18:36:06,390 ERROR    registryFile    Error writing preferences /var/lib/griffin/printer_hotend_1_preferences.json
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: Traceback (most recent call last):
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: File "/usr/share/griffin/griffin/preferences/registryFile.py", line 129, in __save
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: with open(temp_filename, "w") as f:
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: OSError: [Errno 28] No space left on device: '/var/lib/griffin/printer_hotend_1_preferences.json.new'

 

Edited March 31, 2019 by SeanTapscott

[bsekle 0]

17 minutes ago, SeanTapscott said:

I found a way to unfreeze and update the firmware without reflashing the whole thing.  If you're getting just a "Print Failed" screen after a firmware update, you can clear the frozen screen by stopping and then starting the griffin.hmi.service through systemctl stop and start. 

 

Then I was able to move the wheel down to finish the upgrade to 5.2 without a painful microSD flashing. 

 

For further information, the root partition was full, which is what caused it to randomly stop responding, but was able to still print, just not respond or update logs. This was apparently related to my daughter accidentally updating the firmware to the step-up firmware before 5.2, and then I didn't perform the second firmware update to 5.2. 

 

My df -h is now back to 57% in use on the root / partition. 

 

Some logs that shows some of the 100% in use messages I was receiving. 

root@ultimakersystem-ccbdd3001d4c:~# journalctl -fu griffin.printer
-- Logs begin at Sat 2019-03-23 01:36:37 UTC. --
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: Traceback (most recent call last):
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: File "/usr/share/griffin/griffin/preferences/registryFile.py", line 129, in __save
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: with open(temp_filename, "w") as f:
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: OSError: [Errno 28] No space left on device: '/var/lib/griffin/printer_hotend_0_preferences.json.new'
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: 2019-03-31 18:36:06,388 INFO     registryFile    Saving preferences to /var/lib/griffin/printer_hotend_1_preferences.json
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: 2019-03-31 18:36:06,390 ERROR    registryFile    Error writing preferences /var/lib/griffin/printer_hotend_1_preferences.json
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: Traceback (most recent call last):
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: File "/usr/share/griffin/griffin/preferences/registryFile.py", line 129, in __save
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: with open(temp_filename, "w") as f:
Mar 31 18:36:06 ultimakersystem-ccbdd3001d4c python3[356]: OSError: [Errno 28] No space left on device: '/var/lib/griffin/printer_hotend_1_preferences.json.new'

 

 

SeanTapscott - That's great to hear!  How did you stop and start the "griffin.hmi.service?"  Does the printer have to still be connected to the internet in order to do so?