Ultimaker S3 Digital Factory 'connect' button non-responsive

[qcmakerspace 1]

hi! new to the UM fam. have a small farm of UMS3s for a higher-ed college. earlier today I put x5 machines on Digital Factory; they all appeared and I renamed them. One of them then went 'missing' (grey, circle-X) from Digital Factory. At this time the 'connect' button at Digital Factory menu is non-responsive. See: https://photos.app.goo.gl/KRcPcjdHgTk7KDBa7

I have attempted rebooting, Reset Digital Factory (via Settings), and Reset all printer settings (also via Settings) - I'm not sure what else to do, but the button is not responding I therefore cannot connect the printer to Digital Factory. Any thoughts?

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Edited November 6, 2020 by qcmakerspace
feel free to delete thread - right after posting the machine went back on the network -- dang...

[Smithy 1,146]

The video link is working for me. 

One question, is the printer able to access the internet? 

What happens when you try to check for new firmware updates?

[gr5 2,266]

Video is finally working.  Try swapping the ethernet cable with a working printer.

[ctbeke 133]

Please export the printer logs via the touch screen settings menu and upload them here or send them to me via DM. Without those we can't really see what is going on.

 

Chris

[Fablab_Pierrefonds 0]

My work's UMS3 also had this problem when we purchased it. I tried everything I could to get it to work (different networks, ethernet, wifi, factory reset, cura connect reset, you name it) but ultimately the only thing that worked for me was to do a firmware recovery procedure with the help of my reseller. I first flashed to 5.3.10 then to 5.7.2 then I updated the firmware to 5.7.3 and I was able to get the digital factory code after rebooting the printer. If the above suggestions fail, I would ask your reseller to help you with that procedure (I did it myself all you need is a screwdriver and 45mins-1h).