Ultimaker S5 stuck with ER998 after updating firmware to 8.1.0

[muraterciyas 1]

Dear All,

Our Ultimaker S5 (R1), is not responding after installing firmware 8.1.0. On 21st of February after completing a print, The printer asked to upgrade the firmware to 8.1.0. I clicked yes, after installing the firmware the printer rebooted and I see the ER998 message on screen. I have been trying to reinstall firmware with the USB right after restarting the printer but after 10 seconds I do get the same error message, I did try turning off/on, I did try unplugging power+network through the night, I did file a case to Ultimaker support. I did try to find a solution through the web. As a result I can not use S5 Printer, I can not connect to the printer, when I restart the printer for 10 seconds I can see normal menu but then getting the same message.

Am I the only one having this problem? Can anyone help me.

Thank you very much, 

Murat

[Dustin 30]

Hi Murat,
Sorry to hear you are having issues with your update.

With that said...
ER998 usually is the result of having miss matched feeders on your machine.. or a communication issue with one of them (loose or damaged cable generally..) It is very odd you got that error after a update and not before..
What version were you on before the update?

Support will usually require your machine log files to diagnose this issue properly 
https://support.makerbot.com/s/article/1667337561393

[muraterciyas 1]

Dear Dustin,

Thank you very much. I am always keeping my Ultimaker firmwares up to date, when ever it asks me to upgrade I do say yes. I always take care of the printers, keep them clean and complete maintenance tasks. I am sharing the log files, if it is okay with you.

Looking forward to get your guidance. 

Best regards

Murat

 

[Dustin 30]

16 hours ago, muraterciyas said:

Dear Dustin,

Thank you very much. I am always keeping my Ultimaker firmwares up to date, when ever it asks me to upgrade I do say yes. I always take care of the printers, keep them clean and complete maintenance tasks. I am sharing the log files, if it is okay with you.

Looking forward to get your guidance. 

Best regards

Murat

 

I removed your attachment, mostly because the zip file appeared to fail to upload (it was corrupted when I downloaded it)

It would be best to send this directly to UltiMaker Support for best response.
UltiMaker generally does not provide official support via the community forum.

[muraterciyas 1]

Hi Dustin, I shared with ultimaker official support team. They did not even send me a repply. I believe they don’t care. This is day 5.

[Dustin 30]

On 2/24/2023 at 8:42 PM, muraterciyas said:

Hi Dustin, I shared with ultimaker official support team. They did not even send me a repply. I believe they don’t care. This is day 5.

Well that's not good!
 

I have sent you a DM for additional information on this.

[AndreasM 0]

Hi Murat, 

I have exactly the same issue on my Ultimaker S5. It's a pretty new one (bought in Dec 2022), so that I can almost rule out a cable break. Before the firmware update everything worked well.

 

Best regards 

Andreas

[Dustin 30]

3 hours ago, AndreasM said:

Hi Murat, 

I have exactly the same issue on my Ultimaker S5. It's a pretty new one (bought in Dec 2022), so that I can almost rule out a cable break. Before the firmware update everything worked well.

 

Best regards 

Andreas

Have you contacted Ultimaker Support about your issue?

[muraterciyas 1]

Hi Dustin, 

Yes I have contacted to Ultimaker tech, and send the printer for service on tuesday, today I called them, hopefully they will ship it back next monday, but I dont know what was rong yet.