Troubleshooting

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.

There are unique situations you may encounter when operating the printer. This section has compiled a partial list of these situations and methods of troubleshooting them.

NOTE: Unless troubleshooting steps require the printer to operate, shut down the printer and unplug it before performing troubleshooting steps.

General Issues

# Issue Description Customer Troubleshooting Steps
GI1 Printer screen hangs on initialization screen
  1. Turn the printer off and unplug it. Wait ten seconds. Plug printer back in and turn it on.
  2. If problem persists, contact 3D Systems Service.
GI2 Printer screen freezes during operation
  1. Wait for the current print job to finish and move to the offload position. Remove the print platform from machine. Turn printer off an unplug it. Wait ten seconds. Plug printer back in and turn it on.
  2. If screen freezes again, contact 3D Systems Service.
GI3 3D Sprint will not install
  1. The downloaded installer file might be corrupted. Delete your installer file and download it again. If the installation is still not successful, contact 3D Systems Service.