Frank

Hi @mercy1marco, I'm sorry to hear about the trouble you are having. If no pings were detected during your calibration print, an error screen will appear. Pings are checkpoints to understand how much filament the printer was supposed to at that point. Missed pings will not have any ping values and will appear as missed on the screen. A missed ping means the ping was so low at this point that it was not registered. There are certain items to check with your setup and slicer settings to make sure that pings are detected in both Accessory and Connected Mode such as: (1) Ensure the outgoing tube is clipped into the extruder. (2) Keep the original size of the calibration keychain, make sure it was not scaled. The transition length should be 130 mm and infill should be at least 15%. For further explanation on how pings work: (http://mm3d.co/ping-pong).

Hi @shortstack296, I'm sorry to hear about the issue you have encountered. This error occurs if the pings drop below 50%, which can be due to a broken splice, an issue on the extruder, or a large splice getting stuck in the filament path preventing extrusion. This error sometimes coincides with air printing. A broken or brittle splice often results with the printer continuing without any filament, a behavior known as air printing. You may still see some filament in the Palette unit or outgoing tube, but upon removing the outgoing tube from the printer's extruder there is no filament leading to the hot end. With this error we recommend: (1) Examine the quality of splices and perform splice tuning, taking note if splices are large and getting stuck along the filament path inside Palette or the extruder, or if splices are thin which prevents it from being engaged with the extruder. (2) Avoid using brittle filament. Check that the filament is not brittle before splicing or printing. If the filament snaps...

Hi @mykeone, I’m sorry to hear about the trouble you’re having with your splice core. I have confirmed that you have already sent us an email (Order #EN4-13471) regarding this issue. As mentioned, we’ll be sending you a replacement soon. Please monitor the e-mail thread for any further update. We appreciate your patience and continued support.

Hi @manpoozle, Our apologies for the delay on some of our forum thread responses. We’re still transitioning as few of our members have left, meaning we have been short staffed. In spite of that, we’re making sure that we remain responsive across our various support channels. Please know that we value our community members and we’re doing our best to address every concern on a timely manner. If you need urgent assistance, we recommend that you send us an email at support@mosaicmfg.com. We also have numerous support resources and documentations on our support centre, located at mm3d.co/support. We appreciate your continued patience and utmost understanding.

Hi @fairplay2, I’m sorry to hear about the trouble you are having. To answer your question, no. You don’t need to sign up for every access. Can you please confirm if you’re receiving a “login unsuccessful” error when using your fairplay username? If that’s the case, it simply means that the password you’re entering is incorrect. There’s an option to reset your password by pressing Forgot? on the login page. Hope this helps!

Hi @robe2f1, I’m sorry to hear about the trouble you are having. We normally recommend our customers to send us an email at support@mosaicmfg.com for us to be able to properly assist them on that channel. I do understand your preference of communication. With that being said, I’ll be forwarding your phone support request to the team and they will get back to you soon for an update. We appreciate your patience.

Hi @poorskeleton, I’m sorry to hear about the trouble you are having. (1) To allow uploading of your sliced files directly from Canvas, you will need to first connect your account to Canvas Hub. In Octoprint, go to the Canvas tab and click "Get activation code". Visit canvas3d.io/connect to enter the activation code and link your Canvas account to Octoprint. (2) If the link is successful, you will see your username in the Linked Accounts section, and Connection Status will change to Connected. This will allow you to send prints directly from Canvas after slicing to Canvas Hub S. Would you mind confirming if you’ve already gone through the process above? If you're still unable to send files directly from CANVAS to CANVAS Hub, a workaround is to download the project from CANVAS and upload to CANVAS Hub. (1) Slice your project in CANVAS and download the project files. Make sure your Palette profile is in 'Connected Mode' (CANVAS/printers > Click printer profile > Hover over printer icon > Edit Palette >...

Hi @william We unfortunately do not have the profile for the said printer on hand. However you can create your own profile in Canvas to use it with your Palette 3 Pro. You can also import it from Simplify3D, PrusaSlicer/Slic3r or Kisslicer to Canvas.

Hi @william, At this time, there is no way to use Canvas offline since it is browser-based and requires an internet connection. support@mosaicmfg.com

Hi @robe2f1, I’m sorry to hear about the trouble you are having. With regard to the error code 132, it could be that one of the two homing switches is active, even when trying to clear the filament, this could be a piece of filament stuck in between the cutter and outgoing drive. We recommend that you inspect the splicing area for any filament left in the splicing zone, and remove it. For the device error 500, it usually means that there isn't communication between your device and Canvas. Is your Palette connected to WiFi? If that’s the case: (1) Please try doing a hard reset of your browser. (2) You are still encountering this error, please unlink and relink your Canvas account on your Palette