Frank Rupert Catapang

Hi @stcrowley, I’m sorry to hear about the trouble you are having. Would you be able to send me the logs from your device so I can share this with our team to better understand what is causing this issue. Here is how you can access the logs from your Palette. Thanks!

Hi @tpp4, I’m sorry to hear about the trouble you are having. Can you please share the video of the said issue occurring for us to have it investigated? This will certainly allow us in proceeding with the necessary troubleshooting steps to get this sorted out. Thanks!

Hi @willswuu2, I’m sorry to hear about the trouble you are having. Often power cycling Palette will resolve this issue. Please let me know if it does not work for you and we’ll conduct further troubleshooting as it might be a homing switch-related problem.

Hi @kwalui, I’m sorry to hear about the trouble you are having. I have forwarded your concern to our team in order to have this checked. They will get back to you soon for further assistance in sorting this out. We appreciate your patience.

Hi @jyezahn, I’m sorry to hear about the trouble you are having. Upon checking, it seems that you have already sent us an email at support@mosaicmfg.com. Rest assured that we’ll have the issue addressed on that thread and provide assistance in sorting it out. Thank you for your patience!

Hi @mattkim, thanks for expressing your interest. In general, Palette 3 (Pro) is compatible with printers that accept non-proprietary filament 1.75 mm in diameter, have open access to filament feed, and can recognize files sliced in Canvas or PrusaSlicer. It looks like that the specifications of the said printer meets all the aforementioned requirements. Hence, it should work with Palette. Here’s a list of compatible printers for your reference: http://mm3d.co/compatibility

Hi @cascade3dprints, I’m sorry to hear about the trouble you are having. In order to print the test keychain, you must set up a printer profile in our slicer software Canvas. Here are instructions on how to create a new printer profile, and you can add your Palette 3 as a device using the 'Add Device' button. From there you will be prompted to print the calibration keychain. Additionally, you can also find the Mosaic Calibration Keychain here to download and upload to Canvas. Hope this helps!

Hi @hfisch, I’m sorry to hear about the trouble you are having. Can you please send us the photos of what you’re seeing at support@mosaicmfg.com? Would you be able to also check the 'About' screen of your Palette and let us know if the serial number of your unit appears there, that will allow me to confirm if this is related to another issue. We’ll keep an eye out for your email.