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Ultimaker 3 not responding to button press

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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.

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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

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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.

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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.

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"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 by Guest

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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.

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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.

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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.

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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

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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

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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

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