ST3Di Help

Here at ST3Di we hope that you have happy and trouble-free printing. But should you have any questions about anything, take a look at our FAQs and Troubleshooting questions below to see if we can help.

Printer

QI am having problems removing my model from the print bed.

Please ensure that you are using the ST3Di Z Axis sheets when printing with a ST3Di printer.

These should be applied to the bed by removing the dark yellow backing sheet and applying this adhesive side to the glass bed. Then remove the pale yellow sheet to reveal the top layer of adhesive which you will print onto directly.

This will mean that when your model is completed it will be affixed to the bed.

In order to remove the Z Axis sheet and therefore your model, please start by removing all 4 corners of the sheet from the bed, leaving it remaining stuck just underneath your model. Then simply take hold of all four corners and firmly pull away from the glass bed. This will remove both the sheet and the model.

All you then need to do is peel off the sheet from your model.

You may find that a small amount of adhesive residue is left on your model from the Z Axis sheet. You can easily remove this by using any general purpose household cleaner.

QI can't read my full file name from the LCD.

The LCD screen is limited to 8 characters for each file name. Therefore in order to easily locate the file you require please save your model files with a name that meets this criteria.

QI only want to print a small object, why do I have to use a full size Z Axis sheet?

At the start of each print, the printer performs an auto-calibration process to ensure that the bed is level and that the extruder(s) are perfectly positioned to print your model successfully. This requires a small switch to be lowered to each of the four corners of the bed to measure the exact location and for printing to begin at the correct position. The height of the Z Axis sheet plays an important point in this measurement; as if the bed isn’t calibrated to include this height then the print could possibly fail. Therefore each of the 4 touch-points need to measure the same height as the central area where the print itself will take place. In order to achieve this, the Z Axis sheet needs to cover not only the central print area, but the 4 corners as well.

QMy prints are warped across the base.

If you are seeing a slight warping across the base of your model when completed, (meaning that the model you have printed does not sit flat) please firstly ensure that you have a Z Axis sheet applied to the bed in order for the model to adhere during the first layers of printing.

If you have a Z Axis sheet applied and you still have some warping then please double check your settings when saving your print file. For example on the ModelSmart Pro 280 when printing with ABS the bed will be heated to ensure the model remains flat throughout the print. Please ensure that you have selected the correct print material when saving the file as this will ensure that the bed is heated as it should be.

If you have confirmed that your settings are correct, you have the Z Axis sheet applied and you are still experiencing some warping then please use the ‘brim’ function within the Advanced Settings. This will print a small amount of filament as a ‘brim’ around the external diameter of your model. The purpose of this is to retain heat within the area between the brim and the model itself to allow the filament to adhere to the bed and remain at a temperature that will help it to not contract (which causes the warping) while the remaining print is completed.

QI have items missing/damaged when unpacking my printer for the first time.

Please get in touch with one of our team via the online Contact Form and let us know what is missing or damaged. Please note that you will need to provide us with your serial number and a proof of purchase for the printer so that we can follow this up for you.

QIf I pause my print why does it carry on printing for a few seconds after I have opened the door?

The printer will continue printing until it has finished the last command it has received, which may include several movements of the printhead. Once it has completed this set of commands the printhead will stop and the head and bed will revert to the Home Position (printhead in the rear right-hand corner of the printer and the bed to its lowest position). Please do not reach inside the printer until the head and bed have finished moving. Even then please be aware that the nozzle on the printhead will still be very hot.

QI am trying to install a cartridge but it doesn’t seem to be feeding through and I can hear a knocking sound from the printer.

Should you hear a gentle knocking sound when trying to feed through a new filament it means that the filament hasn’t reached the printhead correctly.

Please follow the ‘Change Filament’ process from the Main Menu and select ‘Yes’ when asked if a cartridge is already installed. This will retract the filament from the printhead. If you pull on the filament gently as you do this you should feel this retraction.

This will free the filament from the printhead to allow you to reinstall. To do this, simply continue following the installation process by feeding the filament through once again. This time the filament should successfully feed through and extrude.

If you have tried this and are still hearing the same noise, please contact our team via the online Contact Form and they will guide you through a solution.

QI am trying to print a model that is the maximum size of the print area, with a brim, but it isn’t printing successfully.

If printing with a brim, the brim must be included within the maximum print area. This will mean that your model must be slightly smaller than the print area to allow for the brim.

Please note that the brim itself needs 5mm around the entire perimeter of your model so please reduce any model that is the maximum print size by this amount on each side.

Filament

QI can't unload the filament from the printer.

To unload the filament from the printer please follow the ‘Change Filament’ process via the LCD main menu for the cartridge that you wish to unload.

If this does not successfully unload the cartridge, please wait until the nozzle has fully cooled before carefully reaching inside the printer to remove the plastic tubing from the top of the orange push-fitting for the corresponding nozzle that you are trying to unload.

Once the plastic tubing has been removed, please follow the ‘Change Filament’ process again to retract the filament, whilst gently pulling the filament (by hand) from the top of the printhead. Try this process a maximum of two times should the first time be unsuccessful.

If the second retraction still hasn’t freed the filament, please follow the ‘Change Filament’ process again, but when asked if filament is currently loaded, select ‘No’. This will start the extrusion process (rather than retraction) which will hopefully loosen and free the filament.

Once you see filament being extruded (please only try this process a maximum of two times), please try the retraction process once again. The filament should now be loose and unload successfully.

If the above process is not successful please contact us via our online Contact Form and one of our customer service team will guide you through a resolution.

Please remember to re-attach the plastic tubing into the orange push-fitting before commencing your next print.

QI can't get the printer to extrude any filament.

If you are trying to print but no filament is being extruded, please follow the ‘Change Filament’ process via the LCD screen, selecting ‘No’ when asked if a cartridge is already installed. This will start the extrusion process. You have the option of repeating this process if the first time is unsuccessful.

Should this not resolve the problem, please carefully reach inside the printer (once completely cooled) to remove the plastic tubing from the top of the orange push-fitting for the corresponding nozzle that you are trying to extrude.

Please then repeat the extrusion process as above, but this time gently apply pressure by pushing the filament downwards into the top of the printhead. This should then allow the filament to free-flow and extrude correctly.

Should the above process not resolve the problem please contact our team via the online Contact Form.

QI have a filament jam.My printer is printing air, no filament is being extruded.

Firstly please try to unload the filament from the printer using the ‘Change Filament’ process via the LCD main menu for the cartridge that you wish to unload.

If this does not successfully release the filament jam, please wait until the nozzle has fully cooled before carefully reaching inside the printer to remove the plastic tubing from the top of the orange push-fitting for the corresponding nozzle that you are trying to unload.

Once the plastic tubing has been removed, please follow the ‘Change Filament’ process again to retract the filament, whilst gently pulling the filament (by hand) from the top of the printhead. Try this process a maximum of two times.

If the second retraction still hasn’t freed the filament, please follow the ‘Change Filament’ process again, but when asked if filament is currently loaded, select ‘No’. This will start the extrusion process (rather than retraction) which will hopefully loosen and free the filament.

Once you see filament being extruded (please only try this process a maximum of two times), please try the retraction process once again. The filament should now be loose and unload successfully.

If the above process is not successful please contact us via our online Contact Form and one of our customer service team will guide you through a resolution.

Please remember to re-attach the plastic tubing into the orange push-fitting before commencing your next print.

QWhy did the printhead extrude a different colour filament from what is installed on the very first extrusion?

Before the ST3Di printers are despatched to you, they undergo quality control testing to ensure that they are performing perfectly for you. Part of this test is to print a test model on the printer to confirm that the quality output matches our pre-determined standard.

If you are seeing a small amount of a different colour filament extruded on the very first time you print with your printer it is because a different colour filament was used during this testing phase.

Please follow the ‘Change Filament’ process before printing and select ‘No’ when asked if a cartridge is already installed. This will extrude a small amount of filament and confirm that the printer is ready to print. Please repeat this process until the filament that you see extruded is the correct filament for the cartridge that you have installed. This should happen on the second extrusion, i.e. you only need to press the ‘repeat process’ button once.

QI am trying to print from my left/right extruder and have created my file to confirm this is the extruder I want to use, and also what material I have installed but the LCD is telling me that I have the wrong type of filament installed.

If you have two different types of filament installed and your LCD screen is telling you that your file cannot be printed because you have the wrong type of filament installed, and you have double checked that you have saved your file correctly via the ST3Di Edit Software (i.e. selected the correct extruder with the correct filament) then the problem could be because the filament cartridge holders were installed the wrong way around when first assembled out of the box.

Please double check the labels on the connectors of each cartridge holder and ensure that the connector labelled ‘Top Cartridge/Right Extruder’ is fed through the top hole on the printer (and connected to one of the filament cartridge holders), and that the connector labelled ‘Bottom Cartridge/Left Extruder is fed through the bottom hole (and connected to the second filament cartridge holder).

Once you have confirmed these are correct please try printing again. Should you still have the same message appear please contact our team via the online Contact Form.

Software

QI am seeing a Windows Error message when connecting the printer to my PC.

When connecting the printer to a Windows PC, upon connection Windows will automatically search your PC for a hardware device driver that is required in order to install the printer. If it is unable to locate and install this device driver automatically, Windows will notify you, with this message. In this instance please follow this link to download the hardware device driver onto your PC. Once downloaded, please double click the file to begin the installation. This is a simple and straightforward process and will then allow you to successfully use your ST3Di 3D printer.

QAfter uninstalling a cartridge I placed the new cartridge on the holder as requested but the message for the next step disappeared from the LCD screen and was replaced by a ‘New Cartridge’ message. How should I proceed?

If you were in the process of installing a new cartridge and the message that you were following was replaced with a ‘New Cartridge’ screen please click the ‘OK’ button. This will then take you to the Main Menu.

From here please follow the ‘Change Filament’ process but this time please select ‘No’ when it asks if there is already a cartridge installed. This will ensure that it will not uninstall the filament you have just attached.

After feeding the filament into the printer as instructed you should see the filament extruding. This means you are ready to print.

Q3D Support

If you do not have the latest compatible version of DirectX installed on your PC, you will not be able to import models to print. The link to download the latest DirectX version for your PC will be provided on the message itself.

QI am trying to download the ST3Di Edit Software/The Helpful Printer Driver® but it is not recognising my serial number.

Firstly, please double check that you have entered the serial number correctly.

If you have confirmed this and you are still experiencing problems then please get in touch with one of our team via the online Contact Form and we will rectify the problem for you or alternatively provide you with a temporary serial number as an alternative. Please do note however that you will need to provide us with a proof of purchase for the printer relating to the serial number that you are experiencing difficulties with.

QI am trying to download the Helpful Printer Driver® onto my machine but I keep getting an error message

Please note that the Helpful Printer Driver® is currently only available for Windows 7 operating systems. If you are trying to download this software onto any other operating system for Windows then you will see this error message.

Please also note that the Helpful Printer Driver® is not currently supported on Mac operating systems either.