Filament won't pass tube 1

Alicia, can I ask a few questions for clarification please?

1 - is the palette requesting you load filament into tube 1? (light on and display showing request?)

2 - is the filament of the proper diameter and is the end cut clean?

3 - have you disassembled the palette to be sure there is no debris in it, all of the components are assembled properly and aligned?.

If all of the above is good. how are you loading the model into the palette? by SD Card or Via Canvas Hub?

Ok Cool, so when you load the filament how far towards the splicer does it travel? you should see it go just past the cut off blade. I would video mine but i’m in the middle of a print right now. but I have attached a still picture that we can use.

when you put your filament in the feed wheels at A should grab it and move it thru tube B to cut-off area C.

if it stops at A before B then there may be an obstruction in area B or the filament sensor has some debris in front of it causing it to think that there is something in the tube already. same applies to area C.

This upgrade kit install video is one of the best I have seen for helping you get familiar with your palette. you could try and swap a sensor from tube 1 to tube 4 if all else fails.

https://www.youtube.com/watch?v=5syFY4vy...

also take a peek at this video to see if it applies to your problem

https://www.youtube.com/watch?v=JUrblIVP...

Hey @amotapratt, thanks for reaching out. It sounds like the filament switch on input 1 may be broken. Can you go to settings -> about -> next -> next and check the health of this switch by seeing if it says “Pressed” when there is filament on it versus “Not Pressed” when there is no filament on it? If you do not have a spare in your package, please email us at support@mosaicmfg.com with your shipping address and we can arrange to send you a replacement switch ASAP.