I am beyond frustrated with this product and company comms

I purchased the palette 2spro over a year ago, I’ve had little to no success with it. I am beyond frustrated with this device and the support from this company, the forums are not enough. Maybe you should put more support videos online, instead of some text based system that is confusing in itself. the two “successes” I’ve had were early on when I first got it, one was the key chain and calibration cube. Then I got tied up traveling for work, when I came back to the palette it wouldn’t even connect let alone print. I just want to start over, from scratch like this thing is brand new out of the box.

My set up is:

Canvas hub

Palette 2spro

Ender 5 plus

Where I stand right now:

I reset my palette 2spro to factory conditions

I have installed the palette 2 firmware updater

What I think I need to do:

I don’t think I need a firmware update, since the last release for firmware was dec, of 2019. I think I need another update, something called update 3.0. I’m not sure if this is an update for the palette 2s or the canvas pro, beyond that I’m not even sure where I get this 3.0 update.

I would love to get this up and running before you come out with the palette 4!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Update (09/20/2021)

I have taken some screen shots to help explain my situation.

This is the model I want to print.

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This is the model sliced, I downloaded it and then uploaded the model to the canvas hub octoprint interface. Shouldn’t there be a send to option once I get the Palette 2s pro connected.

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Once in the Octoprint canvas hub interface I have a connection issue happening. When I press the “connect Palette 2” the connection is made.

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When I go to press the other connect button on the left menu, the palette 2 disconnects.

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The file I uploaded to the octoprint UI shows up, but the print button doesn’t work even when the palette 2 is connected and I haven’t hit the connect button in the left side menu.

Update (09/20/2021)

I found a video on Youtube that covered the canvas hub setup from 2018, link is below.

https://www.youtube.com/watch?v=1UTpBTfQ...

My canvas account is linked to the Canvas hub screen shot below

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I got my canvas hub to connect to my home WiFi (the white led is now solid and not a slow flash). The video goes on to talk about preforming updates, I was hoping I would find the update 3.0. It didn’t appear in the menu when I went to the software tab on the left. I didn’t appear when I pushed the check for updates, or the force check for update button. Screen shot below.

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Update (09/20/2021)

Here are some additional screenshot of a connection attempt after a palette 2s restart and reconnecting to the canvas hub.

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Update (09/20/2021)

Ok so I finally got my canvas hub, palette and printer to connect, still not talk. I believe the USB running from the canvas hub to printer had a short. I replaced that cord and the devices connected. But they are still not talking, see below screen shots

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once connected those two files appeared in the left menu and I couldn’t trash them, and I still didn’t have the option to send directly from the canvas slicer to the octoprint canvas UI. So to get rid of the two files that wouldn’t go into the trash I restarted all devices. My computer, the canvas hub, the palette, and the printer. When the computer restarted booted up the octo print canvas UI and then could delete files in the left menu, but the palette, the canvas hub, and the printer were no longer connected.

So at this point I’ve been trying to get this to run for just five hours today.

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bump bump bump

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Hi Timothy, apologies for the delay in our response. We do have other channels like email (support@mosaicmfg.com) which are checked regularly and we respond within a business day. Do you have OctoPrint logs from when this issue occurs (mm3d.co/octoprint-logs)? Also, to confirm, are you using the most up to date plugins for P2 and Canvas?

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