New Ultimaker S5 screen dead

[Ozzy 1]

I have just purchased the Ultimaker S5, got it home and plugged it in… and nothing… apart from the white LED’s.

 

The screen is totally dead, it doesn’t even flicker during startup, just nothing.

 

anyone have any ideas?

 

I had the S2 before this and never had any problems like this at all, not a good start.

 

Thanks, Mike

[gr5 2,024]

If it's "new" then contact whomever sold it to you asap.

 

Meanwhile turn it off for a few seconds and try again.  Bootup can take anywhere from a minimum of 30 seconds to 4 minutes.  Give it 10 minutes before turning it off.

 

I'm going to guess "infant mortality" on some electronic component (as they usually die in the first few hours of use and then mortality rate on electronics drops sharply).  But it could be as simple as a cable fell out as shipping services can be just horrible.  Call the reseller that you bought it from and they might have you check some cables before sending it back.

[Ozzy 1]

Hello gr5,

 

I have tried to leave it on for a period, cycling the power etc.

 

its dead as a dodo. I think I will take it back and request a replacement unit on Monday. I didn’t know if there was anything easy to check that could be causing my issues/if it was common.

 

sounds like a return it and get another new one kind of job 🤢

 

Thanks again,

 

Mike

[Ozzy 1]

It is brand new from RS Components by the way, it’s not second hand / refurbed etc. 👍

[IRobertI 516]

To start with I'd check the cable for the screen, just in case it's something silly like the cable having gotten disconnected in shipping. That would be a lot less hassle than doing a return if that's all it is. Unplug it, put the printer on its side and remove the screws on the underside. Remove the cover (mind the speaker wire) and check the cable, it'll be obvious which one once you're under there. Unplug and replug both ends to make sure it's well connected.

[Ozzy 1]

Thank you IRobertI,

 

I will check this in the morning and will let you know.

 

I really hope your onto something with this, I really didn’t want the hassle with returning the printer 😞

 

Is it the 4x screws on the bottom frame to gain access to the cable?

 

Thanks,

 

Mike

[IRobertI 516]

No, not the screws in the frame. When you turn the printer over onto its side you will see that there's a plastic cover that covers up the entire bottom side of the printer. That cover is attached with 8 screws and is the one you need to remove.

 

The cover has a speaker attached to it which is connected to the mainboard underneath the printer. The cable is plenty long but good to know about so you don't yank on the cable by accident.

 

I'd say there's three possibilities:
- The display has died for some reason (pretty uncommon). Very easy to replace if so.

- The cable is loose

- Something is wonky with the firmware. This could likely be fixed with a firmware recovery. Your reseller can help you with information on this.

 

Of course it sucks to have to fix a brand new printer, but as I said, it might be less hassle than packing things up again and having to send it back.

[Ozzy 1]

Perfect!

 

I will give that a try in the morning!

 

Do you think this is likely the issue as the screen is doing absolutely nothing? If you had to guess how likely?

 

I’m excited to use the damn thing!

 

with thanks,

 

Mike

[IRobertI 516]

You were too fast 🙂 I edited my post above to list the three scenarios I think it could be.

[Ozzy 1]

I hope it is just the cable, I would be very surprised if the retailer (RS Components) would be able to support with the firmware if that is the issue.

 

If it isn’t the cable I suppose I have a £7,500 brick until RS can replace it 🥲

Is it possible to reload the firmware myself? I did this before on the S2 and it was easy, not sure about this model?

 

with thanks,

 

Mike

Edited June 24, 2022 by Ozzy

[IRobertI 516]

It's not difficult to do. You need a micro sd card, the firmware image and software that makes it bootable once inserted in the printer. There's a PDF with instructions for it (which I wont post openly, I prefer that customers get in contact with their resellers before doing that).

[Ozzy 1]

Thank you IRobertI,

 

I will check the cables in a minute as you suggest. I hope this is the issue. If not, I will get googling how to flash the firmware 😂

 

I’m just a little disappointed as I have been looking forward to getting this printer for months now.

 

I am sure that RS will not be able to support regarding the firmware, I have dropped a clanger by not buying this from a specialised dealer and going to an electronics wholesaler.

 

live and learn…

 

With thanks,

 

Mike

[Ozzy 1]

It’s working!

 

The HDMI cable was a little loose and also a chip had sprung away from the retaining clip.

 

Machine is working fine now 👍

 

Thank you IRobertI for your assistance.

 

With thanks,

 

Mike

[IRobertI 516]

Glad to hear it 🙂

[verma01 0]

Hey Robert, I wanted to ask whether this was a common issue, and would opening the bottom void the warranty on the machine?

 

Also, which size allenkey screws are they?

[gr5 2,024]

There are 2 different S5 machines.  R1 which has the Robot on the side panels and R2 which has the U on the side panels.  R1 has deadly voltages underneath the printer.  If you have an R1 then definitely talk to your reseller before opening the bottom panels.  They have a pdf with detailed instructions on how not to die.

 

It shouldn't void the warranty.  There is no sticker or anything for them to tell if you opened the bottom.  If you call them and tell them the issue and ask if it will void the warranty 99% chance they will tell you it's okay but you will feel better if you ask.

 

Often they will be happy if you say you want to check the cables.  Less work for them.  They don't want to make you ship it to them and have them do all the work if it ends up being something you can take care of yourself.

[IRobertI 516]

11 hours ago, gr5 said:

There is no sticker or anything for them to tell if you opened the bottom.

There are on some.

 

I wouldn't say it's common. I don't know off hand how many displays we've replaced over the years but I'm fairly sure I only need to use one hand to count them, maaaybe two hands. (edit: I should clarify, "we", as in 3DVerkstan, not Ultimaker as a whole)

 

Regardless I would reach out to your reseller first, just to inform them and make sure they're ok with you opening it up.