1. User Guide
  2. Service and Support

Service and Support

3D Systems’ Infocenter Moves to Salesforce

The Infocenter has been the 3D Systems portal for customer-facing and service-facing product documentation (for example videos, software downloads, and material SDSs).  

As of Sept 26, 2022, the Infocenter content will be moved to Salesforce and will be accessible through the Salesforce Community https://support.3dsystems.com/s/.

Service Documentation Only

To access service documentation, you will need to sign into Salesforce Community using your Salesforce username and password. Everyone trained and currently authorized to service a particular printer will be able to access its service documentation.

If you have any issues or need assistance, please contact the infocenterhelp@3dsystems.com.

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