¶ Process
1. Users can send problem descriptions and key photos via email to the support@artillery3d.com mailbox, and simultaneously attach the exported log files and G-code files for sending.
2. You can also scan the QR code below to submit a ticket directly.
¶ FAQ
What is a printer log? Why is it necessary to submit log information when uploading a technical ticket?
A printer log is a file that records some abnormal information during the printer's operation process, and it is an important basis for judging printer faults. By analyzing the printer log, it helps the after-sales team quickly locate the problem, find the cause of the fault, and provide solutions. Therefore, including printer log information when submitting an after-sales ticket can effectively improve the efficiency of problem-solving, save time and reduce repeated communication costs.
What kind of video do I need to submit? What if the printer does not have delayed recording enabled?
If you encounter a printer fault, you can use your mobile phone to shoot a video describing the fault phenomenon.
According to the type of fault, we provide the following suggestions:
- Visible damage to mechanical and electronic components: Shoot a video describing the location of the damage.
- Power supply/electronic circuit abnormalities: Shoot a video of the cable connection status, and refer to the hardware indicator light semantics explanation.
- Toolhead module abnormalities: Shoot two videos. One video records the cable connection status, and the other video records the screen extruder feeding indicator mark when the material is fed into and out of the top of the extruder.
- Heated bed module abnormalities: Shoot a video of the heated bed returning to center and leveling.
- Abnormalities in screen, SD card, camera, LED, fan, chamber temperature: Shoot a video of the abnormal module and the connection status of the surrounding cables.
- Unusual noise/abnormalities in X/Y/Z axes: Shoot a video of the XYZ axes in motion.
- Printer firmware/network abnormalities: Shoot a video of the printer's network connection steps.
- Print model quality does not match expectations: Shoot a video describing the details of the abnormality.
- If you encounter a fault that is not easy to reproduce, it is recommended to check if there is delayed recording on the SD card, which will help with problem diagnosis.
I encountered a problem not listed in the options. How can I submit a technical ticket?
If the problem you encountered is not listed in the options, you can choose the 'Other' option to submit.
- Please select the problem type
- Visible mechanical and electroniccomponent structure damage
- Power supply/electronic circuit abnormalities
- Tool head module abnormalities
- Heated bed module abnormalities
- Screen/sDcard/camera/LED/fan/chambertemperature abnormalities
- X/Y/Z axis noise/abnormalities Other
- Printerfirmware/network abnormalities
- Printed model quality doesnot match expectations
- Power switch indicator light not on
- Power switch is on, butthe display and other peripherals are not powered
- Circuit board abnormalities (no light language or burned out)
- Printer automatic restart
- Printer power trip
- Other
In this case, we will not require you to upload pictures, videos, or printer logs, but this may affect our ability to diagnose the problem. We recommend that when creating a ticket, you choose the most accurate issue as much as possible. If subsequent technical support personnel suggest that you record a video or upload logs, please provide this information as required. These materials are very important for us to diagnose and solve the problem. We understand that providing this information may cause some inconvenience, but your cooperation will help us solve the problem more efficiently. If you encounter any difficulties in providing the information, please let us know at any time, and we will do our best to provide assistance. Closing remarks We hope this guide provides you with useful information to help you solve the problem. We hope to ensure that you operate safely and effectively. If you have any doubts or questions about the processes described in this guide, it is recommended that you contact our friendly customer service team before starting the operation. We are always ready to answer your questions and provide assistance. Send an email to support@artillery3d.com to contact online technical support (service hours on weekdays: 8:00-20:00).