Service and Support

NOTE: Whenever you have a problem or a question it is best to contact your reseller directly first.

If the certified partner cannot help you then there is a Customer Support Hotline you can use. If you and your reseller are unable to recover from a printer error, or if you need to contact us for another problem, you may contact our Customer Support Hotline. Before you call Customer Support with a problem or question, please make sure that you have the following information:

  • The serial number of your Figure 4 Modular Printer, which is printed on the product label. Or:
  • The serial number of your Figure 4 Modular Controller which is which is printed on the product label. This is inside the back panel with electrical components; be sure to shut down the Controller before opening this panel. You can also find this on the Settings screen.
  • A brief description of the problem, including the exact error message.
  • When the problem occurred; for example, when you submitted a job, during the beginning or the end of a print, or after power off recovery, etc.

If you are calling about a failed build, please make sure that you have the following information:

  • Job parameters, if set differently from the defaults
  • .f4x file, if not restricted by company policy
  • Log files with timestamp. Please see the Diagnostics Logs section for more information.
  • Relevant pictures and/or videos
  • The steps you took that produced the error, if those steps are apparent to you
  • 3D Sprint version
  • Controller and Printer firmware/software versions. Please see the FW/SW Versions section for more information.

Customer Support Hotline

Please contact your Customer Support Hotline at one of the following numbers:

  • US and Canada: 888-598-1438
  • UK and EMEA: +44 1442 279883
  • International: +1 803-326-3930

General

Figure 4 Modular service procedures must be performed only by a 3D Systems-certified service technician unless this guide explicitly states otherwise. If your Figure 4 Modular system needs service, contact 3D Systems Technical Support at the following numbers:

  • In the United States or Canada, call 800-793-3669
  • In Europe, call +49-6151-357357

You can also contact your local 3D Systems representative.

3D Systems’ support portal is located at http://www.3dsystems.com/support

For safety data sheets of Figure 4 materials, go to http://www.3dsystems.com/support/materials/msds