Hardware Issues

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.



# Issue Description Customer Troubleshooting Steps

Resin cures in the resin tray from ambient light sources.


Ensure that you do not stage the printer in an area where it will be exposed to the following: Sunlight (even through windows), quartz-halogen lights, high-intensity incandescent lights, and other UV-intensive lighting. To clean cured resin out of the resin tray:

  1. Remove the resin tray from the machine.
  2. If cured resin is on the upper lip of the tray, as in the picture at the left, use the Resin Mixer to scrape the cured material off.
  3. If cured resin is in the main part of the tray, it will likely be floating on top as a thin film. You should be able to lift this film out wearing nitrile gloves.

In either case, you must discard the rest of the resin in the resin tray, as you will not have a way of knowing the amount this resin has cured. Discard the resin according to all government regulations.

HW2 Resin Tray membrane is punctured or otherwise damaged. The resin tray will have to be replaced. Contact your reseller to order more trays. It is a good idea to have at least one extra tray on-hand to reduce printer downtime.
HW3 Elevator Arms are loose If elevator arms appear to be loose when placing a print platform on them, gently push on the arms in multiple directions to see if they shake. If they do, contact your reseller immediately. The printer will need to be sent in for repairs.
HW4 Resin spills inside machine

Resin spills in different parts of the machine will require different actions by the printer operator. Please find the scenario that matches your spill below:

  1. Spilled resin is contained in the catch tray reservoirs, and no resin is on catch-tray glass - Remove the tray and dispose of the resin in the tray according to all government regulations. Rinse the catch tray out with IPA or EtOH and re-install in machine.
  2. Spilled resin hits the catch-tray glass - Follow the guidelines in the section Clean/Replace the Catch Tray to determine if your catch tray needs to be cleaned or replaced.
  3. Spilled resin hits projector lens - Follow the guidelines in the section Inspect Projector Lens and All Cables to determine if you can clean your lens, or if the resin spill is too wide-spread to clean with simple means.

    CAUTION: Do not attempt to clean anything in the lower print chamber outside of what is listed in this guide. Doing so risks further damage to the printer. For large resin spills, contact your reseller immediately.

  4. Spilled resin hits components of the upper build chamber - If the resin has spilled on the orange lid (A), do NOT use IPA. Clean the lid according to the section Inspect Printer Lid. If the resin has hit any other component (B) besides the orange lid, clean the spill with IPA and a nonabrasive cloth.
HW5 Resin spills outside machine

Resin spills outside the machine will require different actions by the printer operator. Please find the scenario that matches your spill below:

Porous surfaces - These are surfaces that will absorb liquids. Examples of porous surfaces are: carpeting, unfinished wood, certain stone tiles/counters. It is not recommended to stage the printer on surfaces such as these, as resin cannot be reliably cleaned out of them. If resin spills on these, the recommendation is replace the affected sections of the surface.

Non-porous surfaces - These are surfaces that will absorb little or no liquid. Examples of non-porous surfaces are: metal, glass, hard plastic, concrete, and finished wood. To clean spills on these surfaces, use paper towels to soak up as much resin as possible. Use IPA and paper towels to clean residual spilled resin. Discard all spilled resin and cleaning materials according to all government regulations.

HW6 Touch screen touch input not working
  1. There may be resin buildup on the screen. Clean the screen with IPA and a nonabrasive cloth.
  2. If Step 1 does not work, contact your reseller immediately. The printer will have to be sent in for repairs.
HW7 Machine makes noise; but touch screen is blank or off
  1. GUI computer might be frozen. Unplug printer and leave unplugged for 30 seconds. Plug printer back in and turn on.
  2. If Step 1 does not work, contact your reseller immediately. The printer will have to be sent in for repairs.
HW8 Tension arm does not fully close
  1. Ensure that the vanity plates are properly seated on the chassis. Pay particular attention to the rear piece that partially covers the elevator.
  2. Ensure there is nothing obstructing the underside of the tension arm or the top of the chassis.
  3. Ensure that the tension clamps move freely and are unobstructed.


HW9 Printer Lid does not close Ensure that the tension arm is fully closed. If the arm is raised or simply not fully locked into place, the lid will be hard to close or may not close at all.
HW10 Printer Front Door does not close
  1. Ensure that the catch-tray access door (1) is fully closed. If the catch tray is not fully seated, this door cannot close- thus, the front door cannot close, either. Ensure that the catch tray is pushed all the way back.

  2. Ensure there are no obstructions blocking the door from closing.


HW11 Elevator Arms unable to lower the Print Platform onto the Resin Tray's membrane surface
  1. Ensure that the print platform is seated correctly on the elevator arms, with the triangular grooves of the platform fitting around the conical pins on the elevator arms. Ensure that no built-up resin or other debris are preventing this from happening.
  2. Ensure that there is nothing obstructing the sides or back of the elevator spine that limits the motion of the elevator arms.


HW12 Barcode on bottle not scanning/Printer asks to "select previously scanned bottle"
  1. Ensure the QR code on your bottle is clear and does not have resin or other material on it that obstructs it.
  2. Ensure the QR code scanner's window is clean of dust and debris.
  3. Ensure your printer has an active internet connection. Scanning data is sent to a 3D Systems server for validation and the scanner will not operate correctly offline or on a closed network.
  4. The printer might not be able to contact the QR-code-scanning server. Contact your network administrator and have him/her white-list the address mqg.3dsystems.com.