Common Software Issues

Micro Not Recognized - PC

If your Micro is still experiencing issues with connecting to the software after power cycling and restarting the software, here is another thing to look out for. For PC users, the Spooler portion of our software may interfere with the ability of the Micro to connect. The Spooler can get stuck running in the background which can cause this issue. Below is a guide for closing out the Spooler if it remains running after the M3D software is closed.

  1. With our software closed, navigate to the bottom right corner of the dock and click the little "up arrow." This will show any applications running in the background.
     


     
  2. If you see the M3D icon like in the photo above, this is the Spooler
  3. Right-click the icon and click "exit"
  4. The Spooler will now be closed
  5. Restart the M3D software and connect your printer via the USB
  6. The printer should now be recognized within the software

 

M3D Device Not Recognized through USB

If your computer does not recognize the printer, you can try any of the following:

  1. We recommend using USB 2.0, otherwise you may need to update your USB drivers.
  2. Clean COM ports on your computer. 
  3. The Operating System may be missing other important hardware/software updates

 

Incompatible Firmware

Problem: Incompatible firmware

Meaning: The firmware on the printer is too old for the current software.

Causes: The firmware in the printer was installed by an earlier version of the software. Because of large changes in either the firmware’s protocol, the current software is not able to use the older firmware.

Troubleshooting steps: The user must update his/her firmware.

  1. Go to the settings menu by clicking the settings cog in the top right corner of the window.
  2. Go to the “Advanced” Tab.
  3. Click “Update Firmware” to install the new firmware.

Misc: If the user is getting this message, the software is working and communicating with the printer.

 

Invalid Firmware

Problem: Invalid firmware

Meaning: Every time the software connects to the printer, it checks to make sure the firmware has not become corrupted, by asking the bootloader to return the CRC for the firmware and then checking it with a known value. If the values are different, then the firmware has been corrupted.

Causes: This can happen if because of power loss or a USB disconnect that occurred during a firmware update. A bad USB connection or a problematic USB cable being used during a firmware update can also cause this problem. In some rare cases, printers with bootloader version 0001 may experience EEPROM or lock bit corruption.

Troubleshooting steps:

  • Try to re-update the firmware.
      1. Go to the settings menu by clicking the settings cog in the top right corner of the window.
      2. Go to the “Advanced” Tab.
      3. Click “Update Firmware” to install the new firmware.
  • Check the bootloader version
      1. Go to the settings menu by clicking the settings cog in the top right corner of the window.
      2. Go to the “Advanced” Tab.
      3. Check “Expert Mode” to open the 3D Print Spooler.
      4. Make sure “Log to screen” is checked.
      5. Click “Clear Log” to clear the log so we only see the information we need.
      6. Reset the printer by disconnecting it and then reconnecting it to power.
      7. Check the bootloader version in the log. It will be either “B001”, “B004”, or “B5”
      8. If the bootloader version is “B001”, the printer EEPROM has probably been corrupted and the printer will no longer accept firmware. The printer must be returned.

 

  • Other actions
    1. Have the user reset the printer by disconnecting it and then reconnecting it to power and then try to re-update the firmware.
    2. Try plugging the printer into a different USB port on the computer and then try to re-update the firmware.
    3. Unplug the printer from power. Restart the computer. Re-plug the printer into power and then try to re-update firmware.


Misc: If the user is getting the "Invalid Firmware" message, the software is working and communicating with the printer.

 

Troubleshooting Computer Graphics and the .NET Framework

Description of Problem

AMD and ATI graphics cards don't support all the features of OpenGL that the M3D software uses. This may cause problems when loading models into the M3D software.

Causes + Solutions

  • Computer Graphics - Our minimum graphics card spec is OpenGL 3.2. 
  • .NET Framework for Windows and MAC - We require .NET 4.0 on all Windows OS.
  • Windows 7 users who have, "Could not load file or assembly 'sorttbls.nlp'." - This seems to occur when a protected system file is corrupted or missing. This has not happened on our Windows 7 pro 64 bit machine so I will have to give you my best guess. Service pack 1 is the most up to date for Windows 7, so it is not a service pack issue. PLEASE PLEASE know that M3D cannot be held liable for any damage, deleted files that may occur from following the instructions, and PLEASE back up your files. Some power users will still make mistakes, it is just part of being human.
    • Googled solutions:
      • Confirm all windows updates have been performed.
      • Make sure you have .Net 4.5 Link
      • Run Windows FixIt automated fix tool for .net 4.5 Link
      • Try to run the following scan it will try to replace the bad system file with a cached copy Link
  • Windows XP users - Our software no longer supports the Windows XP operating system.

Please help us for the next people that have this problem and tell us what worked for you!