Support

At ZYYX Labs we focus on giving the best possible support and care for our customers.

 

The ZYYX product lineup is made to work reliably and without hassle, but every now and then something pops up that might be out of the ordinary.

 

Before you submit a ticket to our support, please make sure you’ve checked out our FAQ. Usually 90% of the problems can be solved using the FAQ.

 

New to ZYYX Pro? Read the Quick Start Manual

FAQ categories

- 3D Printers

- While Printing

- Error Messages

- Software and Slicer

- Everything else

 

The ZYYX pro Manual can be found on this link (downloadable PDF here).

 

You’ll find extra information about the following topics further down:

 

Maintenance

Calibration

Software and Manual

3D Printers

I just received my new ZYYX 3D Printer, what do I do now?

We recommend new users to:

- Read the “Quick Start Guide” supplied in the box
- Check out the Youtube videos “Your First ZYYX+ Print” and “Your First ZYYX pro Print
– Explore Simplify3D and check some of their great guides

If you have additional questions, email us at “support(at)zyyx3dprinter.com

Which nozzles and build plates should I use with which filaments in the ZYYX pro?

For all nylon-based filaments, especially our ZYYX proCarbon, the Carbon0.6 SwiftTool should be used.

For other materials, use the SwiftTool which best suits the resolution your print requires. (Included in the Muli-Material Extension Kit are 0.2mm, 0.4mm, and 0.8mm SwiftTools. Please keep in mind that decreasing SwiftTool size will significantly increase print time. We recommend 0.4mm as the standard SwiftTool suitable for most prints.)

When printing nylon-based filaments, including our ZYYX proCarbon, proKev, and proNylon, please use the ZYYX pro standard build plate (brown print surface). For all other materials, please use the black Multi-Material Build Plate, included in our Multi-Material Extension Kit.

My print fan is difficult to remove. What do I do?

If you own a ZYYX pro, simply position the printhead in the middle of the printer and fold the front fan and fan guard to the right. (Video coming soon!)

 

If your own a ZYYX+ (silver front fan), simply flip the fan to the side around its right bottom corner whilst gently pulling the tab in the center of the fan holder slightly towards the front of the printer. See video.

 

For a Classic ZYYX machine, the recommended way to remove the print fan is to use one of the hex keys from the supplied toolbox to carefully lift up the print fan sideways. See picture:

Filament Stuck in Filament Monitor - What Should I do?

The first step is to determine whether the problem is with the filament or the monitor itself.

If you have experienced this issue across multiple filament rolls or cannot remove the filament from the filament monitor, please unscrew the monitor from the back of the printer (via the two screws you see on its top) and send us a clear photo of the inside via the form at the end of this page.

If you have only seen the problem on one or two filament rolls and can remove the filament from the monitor, please examine the part of the filament that was stuck. The end should be cut flat (not angled), the filament should be fresh and smooth (not wrinkled from going through the printhead), and the thickness should be consistent (1.7-1.8mm, if possible for you to measure).

If the cut or smoothness was not correct, please cut away that section of filament and try again.

If the thickness varied outside of the listed range, the filament may be out of specification. Please cut away roughly 80-100cm of filament (taking care not to lose track of the end or let the filament become too loose on the spool!), and try again. If the issue reappears and the filament is labelled as ZYYX pro, please send a photo of the filament spool/label, your shipping address and phone number, and we will send you a replacement roll. If the filament is from another brand, we suggest contacting them about the issue.

Please note that if the filament is flexible and softer than 60D on the Shore Hardness Scale, it may also become stuck in the filament monitor. We do not recommend printing with filament this soft on the ZYYX+, as it has not been designed for such use.

How do I calibrate the build plate of the ZYYX 3D Printer?

The ZYYX 3D Printer comes pre leveled from the factory and will use the auto leveling function to adjust itself before every print.

 

If your factory leveling has been altered the printer might display “Your build plate needs calibration. Please run the leveling script.”

 

If this happens or you are concerned that the factory leveling has been altered by mistake you can run an assisted factory leveling wizard. To do this you choose UTILITIES->Level Build Plate in the menu system of the printer.

 

You will then be guided through leveling, and asked to turn the leveling knobs under the build plate holder.

 

NOTE, the words ‘clockwise’ and ‘counter-clockwise’ in the wizard should be interpreted as the direction of turning when looking at the build plate from above.

My Build Plate is Damaged - Do I need to replace it?

If the damage has been done solely to the top layer, you often do not need to replace the build plate. Markings on the top layer – whether from filament, acetone, or light scratches – are common and usually no cause for concern, as these often have little to no impact on print quality

If you have a hole in your build plate or a deep scratch, this can affect the quality of the bottom layer if you print your model over the affected area. If damage to the top layer has occurred due to printer error, please send us your printer’s serial number (from the sticker on the back), your shipping address, and any relevant photos/videos of the printer’s errant behavior.

 

If top layer damage has otherwise occurred, we recommend simply printing your models on an unaffected area of the build plate to avoid print quality impact. Of course, you are welcome to purchase a replacement build plate, if you desire. Please send us your invoice and shipping addresses, and we will arrange this order for you.

 

If the glass has broken or the top layer and bottom layer are separating from each other, the build plate will unfortunately need to be replaced. Please send us the serial number of your build plate (from the sticker on the glass side) along with your shipping address, and we will assist you with this replacement.

 

Please note that if the build plate is out of warranty or has been damaged outside of normal use (including accidental breakage), we will unfortunately need to invoice for a replacement. Otherwise the replacement will be free of charge.

How do I change a ZYYX pro SwiftTool?

Start a tool change in the menu system of the printer. This provides step-by-step instructions on the printer display.

 

If you’d like a full guide, please see this video;

Is the ZYYX 3D Printer open source?

Yes. The ZYYX 3D Printer has used the following open source projects as the base for our designs:

Open Source Makerbot Replicator I
ReplicatorG
Sailfish Firmware

 

The mechanical design files of the ZYYX 3D Printer will be released on our site under open source licence, and we are working together with the creators of the Sailfish firmware to integrate our new algoritms in the mainstream Sailfish release.

 

We have also been inspired by the excellent work of the community on the following sites:

www.animate.se
www.reprap.org
www.thingiverse.com
www.youmagine.com

Is there a second version of the ZYYX 3D Printer with a dual extruder?

Currently we don’t have any plans of adding a second extruder. 

Can I get samples of your Metal 3D Printer?

Currently we don’t offer samples on our in-development products.

If you believe you have a very special application and have read our introduction to our metal 3D printer here, please contact us with how you’d like to contribute to the development with your project.

While Printing

Which types of filament can I use?

The ZYYX pro can print most common, 1.75mm materials with printing temperatures in the 190-260°C range. To print non-nylon based materials on the ZYYX pro, the Multi-Material Extension Kit is necessary.

We do not, due to the many different types of filaments on the market, provide printing profiles for third party materials for either the ZYYX pro or ZYYX+.

The ZYYX+ 3D Printer works with 1.75 mm filament including ABS, PLA, smart ABS, flexible PLA, Laywood, Laybrick, PET (for smaller models), and Nylon (may require adding a top layer to the build plate). Other materials will also work and we are testing new materials continuously.

 

While ABS works well for small to medium sized models on the ZYYX+, we do not recommend printing large ABS models, due to the tendency of ABS to warp and crack. If you are printing in ABS and experiencing difficulties with warp, we recommend wiping the build surface with a thin layer of acetone. Simply wet a paper towel with a bit of acetone and wipe the build surface. Though this may leave light streaks across the surface, these do not damage the build plate. Do not apply large amounts of acetone at once, as this will make it very difficult to remove the model.

 

Please be aware, though, that even with acetone we recommend against printing large ABS models that cover most of the build plate on the ZYYX+. The ZYYX pro with the Multi-Material Extension Kit is perfect for large ABS models, though!

My print stops partway through for no apparent reason. What is wrong?

If your print stops without finishing, and there is no apparent mechanical failure, it is likely that the print file was corrupt.

 

Re-slice and re-save the .x3g file to your SD card through Simplify3D.

When removing the SD card from your computer, always remember to first right click the card’s folder in your computer’s file manager and choose “Eject”. Then pull out the card. This ensures that the card isn’t removed from the computer while Simplify3D is still writing to it.

My Filament Monitor is too sensitive - How do I adjust it?

First of all, have you recently changed filament rolls or type of filament? Have you seen this issue occur across different rolls of filament?

 

The sensor is triggered either when no filament is present or when the tube at the bottom of the monitor is pulled too severely left, i.e. when the filament becomes too taught on the spool, usually due to a tangle. Sometimes, though, the filament can become taught even when no tangle is present, if the filament loops on the spool have been allowed to get a bit too loose and have crossed over one another. The result is a pause for filament error even though no tangle has actually occurred.

 

(Please also check that your spool holder has the addition shown on this image. Without this spool holder addon, random filament monitor pauses can also occur. The addition is green in the photo, but yours should be black.)

 

Usually, if the type of filament hasn’t recently changed (i.e. if you haven’t recently switched from PLA to FLEX or vice versa) or if the issue is only occurring on one roll of filament, the problem is due to slightly loose filament, rather than the monitor itself.

 

If you’re still experiencing issues, please get in touch with our support and we’ll investigate further and help you do adjustments if needed.

Error messages

Printer keeps pausing for ''Print Obstruction...'' What does this mean?

This pause occurs when the printer detects severe curling or foreign objects in the buildspace.
It is a good indicator that the model might need to be printed in a different way or with supports.

 

If you feel that you have the situation under control, you can turn this off at your own risk by completing the following steps: Go to “Utilities” on the ZYYX-> Scroll to “Total trig. Time(s)”-> Set Value to “0″.
As you can see, you can also increase the sensitivity of the monitor by adding seconds and vice versa.

My printer displays ''Check plate or run leveling script''

If this message is displayed the first thing to check is that the build plate is securely placed in the build plate holder. The build plate holder has grooves that should be matched with the magnets under the build plate. Please ensure the magnets are positioned firmly in the grooves and restart the print.

 

If the message still appears and you have not recently changed build plates, please take the build plate out of the printer and check that the glass on the bottom has not cracked. Then, please check all of the sides of the build plate, ensuring that the top layer has not begun to separate from the glass. If either of these two issues has occured, you will need to replace the build plate.

 

If you have just changed build plates, please run the leveling script on the printer by going to Utilities>Level Build Plate and using the green leveling tool supplied in your toolbox.

 

If you are not able to solve the issue using the above steps, please contact us at support(at)zyyx3dprinter.com with your printer’s serial number (from the sticker on the back) and any relevant photos/videos of the issue.

When I start a print the printer LCD states ''Auto-level failed. Incomplete probing''. What is wrong?

This error comes from the fact that your printer needs the latest Simplify3D Profile settings.

 

Please visit https://cloud.simplify3d.com/account/upgrade to make sure you have the latest version (currently 4.0) of the Simplify3D software. See below under “Desktop Software” for information on ZYYX Simplify3D profiles.

My printer displays ''Your printhead probe needs calibration. Please run the probe cal script.''

The printer has a build in safety function that detects if the stored factory calibration of the printhead probe has been lost. If this is detected the print will stop with this message.

 

The cause can be if you select to do a factory reset of the system. The instruction on how to calibrate the probe can be found further down the page under Buildplate Tuning and Probe calibration, 

My printer pauses for ''Filament problem detected'' when I don't see a filament problem.

If this pause occurs, please check the tension of the filament between the spool and the inlet to the filament monitor before touching the filament spool. If filament becomes loose on the roll, it is often the case that one loop will move over another, causing taughtness and triggering the filament monitor. This is not a true tangle and is often fixed by the slightest jostling of the filament spool. Therefore, to detect the issue you must check if the filament is taught going into the monitor before making any adjustments to the filament spool.

 

If your printer is pausing for filament issues often, please switch filament rolls and run a test. If the pauses continue, please contact us at support(at)zyyx3dprinter.com with your printer’s serial number (from the sticker on the back) along with a photo of your filament monitor during a pause and a description of the issue.

 

We do not recommend printing without a filament monitor, as your printer will then not pause if the filament runs out or if a true filament tangle occurs. However, if you feel it necessary, you may turn the monitor off by going to Utilities>General Settings>Filament sensor and changing the setting to “OFF”. You can then print as usual, continuing to feed filament through the monitor to the printhead. Again, though, the monitor will not be able to pause the print when it is set to off.

My ZYYX pro is showing an error message related to the heated chamber.

If the chamber does not reach its intended temperature, you may see an error message. Most often this is because the doors are not fully closed. Please close both doors completely, then continue/restart, as appropriate.

 

If the doors are fully closed, please check for other likely sources of heat loss, such as a displaced or missing lid. If you find no reason why heat should be escaping, please contact us at support(at)zyyx3dprinter.com with your printer’s serial number and a photo of the error message and printer.

Software and Slice

What software is supplied with the printer?

The ZYYX 3D Printer uses Simplify3D for converting your model to a build file for the printer.

The firmware in the printer controller is a custom version of the open source Sailfish Firmware. More information about the software is available here.

Where can I find help using Simplify3D?

You can find assistance with Simplify3D on the “Show & Tell” page of our website, on our YouTube channel and on Simplify3D’s comprehensive support page.

Can I use a different slicing software besides Simplify3D?

Each ZYYX 3D Printer is sold with a Simplify3D license, as the printer’s advanced algorithms are tightly integrated with this software. An example of this is the automated leveling system.

Netfabb by Autodesk, we’re pleased to say, now supports both the ZYYX+ and ZYYX pro, as well.

Where can I find Simplify 3D Profiles?

You can find our profiles and instructions on this page:

 

http://www.zyyx3dprinter.com/simplify3d-profiles/

What design software does the ZYYX 3D Printer support?

Our system support the all the wildly available design softwares on the market.

 

The Simplify3D integrated 3D printer software that comes with the printer accepted the file format .stl & .obj. This program converts the .stl or .obj file to a .x3g file, a printable file.

Can I print directly by USB?

Yes, by using the USB cable supplied with your printer and the connection port on the right side of the machine. You will most likely need to install new serial port drivers to connect successfully via USB.

 

Please contact us at support(at)zyyx3dprinter.com if you would like to receive the serial port driver installation files and instructions.

Everything Else

What is your warranty?

The ZYYX 3D Printer has a 1 year warranty that covers faults caused by a manufacturing error. In addition to this we follow the regulations of the country of purchase.

 

This warranty does not cover any problem that is caused by (a) commercial use, accident, abuse, neglect, shock, electrostatic discharge, degaussing, heat or humidity beyond product specifications, improper installation, operation, maintenance or modification; or (b) any misuse contrary to the instructions in the user manual; or (c) malfunctions caused by other equipment.

 

This warranty is void if a product is returned with removed, damaged or tampered labels or any alterations (including the unauthorised removal of any component or external cover).

 

Any warranty claim must be accepted either by the dealer in the claimant’s country, or by Magicfirm Europe AB.

Who do I contact for support and warranty?

Technical support, returns and warranty are dealt with by the authorized seller where you purchased the product. For orders directly from Magicfirm Europe AB this is handled in Gothenburg, Sweden. Please see out support contact section for details.

 

If you have problems with your ZYYX 3D Printer please contact us before returning a product for any reason.

 

If we are unable to resolve the issue we will provide further instructions regarding repair or replacement under warranty. In the case of return of the product to Gothenburg, Sweden, you must return your product shipping prepaid and with proof of purchase.

Does ZYYX 3D Printer offer an academic discount?

We offer a 10% discount on the ZYYX 3D Printer purchase for students, teachers, administrators, and staff members working at an educational institution.

 

If you think you qualify, please contact us and we will be happy to help with your order.

What is the origin of the models on this site?

We have tried to always state the origin of the models we use for demo purposes, if you find a model that is not properly attributed don´t hesitate to inform us on the contacts page.

Where can I find models online?

there are a lot of online services with dowloadable 3d printable models, for example:

http://www.thingiverse.com/

http://www.youmagine.com/

http://www.cubehero.com/

http://www.shapeways.com/

http://www.myminifactory.com/

http://3dprintingmodel.com/

Maintenance

General

Wipe off the printer with a damp cloth to keep it free from dust and plastic debris.

 

Rods and bearings

The rods should be kept free from dust, clean with dry cloth, lubricate rods lightly with the supplied oil syringe once every two months. The bearings are sealed and does not need any special treatment.

 

Z axis rods and Z axis screw

Keep rods and Z axis screw free from dust. Lubricate Z axis screw once per month with the supplied oil syringe.

 

Printhead

The printhead should be cleaned once every two weeks if printer is used every day, remove front fan and clean the extruder gear with a brush.

 

 Build Plate

The build plate needs to be completely cleaned from any dirt or grease to perform correctly. The plate can also be cleaned lightly with acetone to refresh its surface.

The ZYYX Maintenance Kit

The ZYYX Maintenance Kit, avaiable for purchase here, relies on a script to perform the automatic nozzle cleaning. The script is a file that should be downloaded, unzipped and put directly on the supplied SD Card before use.

 

1. Download the ZYYX Cleaning Script
2. Open the .zip file, for example with http://www.7-zip.org or http://www.kekaosx.com/en/

3. Put the file “ZYYX_nozzle_clean.x3g” on the supplied SD Card
4. Start the script by selecting “Print from SD” in the onboard menu, and selecting the ZYYX_nozzle_clean.x3g file and load the cleaning filament.

Build Plate Leveling and Tuning

Re-calibration

We suggest you do a full re-calibration in the following order:
1. Buildplate Calibration
2. Probe Calibration
3. Fine Tuning

 

For assistance with probe calibration and fine tuning, please see our support video:

Fine Tuning The Buildplate

 

This is a process that helps you fine tune your ZYYX 3D Printer and buildplate.

Every ZYYX printer comes with a build plate that has already been fine tuned for that machine. If you are seeing print quality issues that you believe may be related to the build plate’s fine tuning, please contact us at support@zyyx3dprinter.com and we will be happy to assist.

 

To do this process for the ZYYX+ you need to have the firmware Sailfish v7.7 rZX21b, or later. For ZYYX pro all versions are supported.

 

Probe calibration

The printhead probe is calibrated from the factory and under normal circumstances it will not need any calibration.
If you have replaced or unscrewed any part of the printhead or if the printer is showing an error message “Your printhead probe needs calibration. Please run the probe cal script.” you can perform this calibration.

1. Download a special script file, for ZYYX pro or ZYYX/ZYYX+ that has firmware version Sailfish v7.7 rZX20 or later use >this< file. For a ZYYX/ZYYX+ that has an earlier version use  >this< file.
2. Unzip and put the script file on the SD Card, and put the SD Card in the printer.
3. Select “Print from SD”, and select the file “ZYYX_PROBECAL_*.X3G”.
4. Follow the instructions in the printer LCD Display.

 

NOTE, the copier paper should be a standard 80-90g laser or inkjet paper.
NOTE, while pressing the midbutton move the paper continuously to make sure you feel the grabbing point, and note that at first you might feel some residue plastic under the noozle but this will be scraped off and the you feel the paper grabbed firmly.

NOTE, by pressing the left cursor button and the selecting cancel you confirm and save the calibrated value.

Software and Manual

Printer Quick Start Guide

Your printer ships with a Quick Start Guide for the printer itself, this guide will help you to setup the printer and explain the basics of how to operate the onboard computer. You can download the ZYYX pro Manual >here< and the ZYYX+ quick start >here<

 

Desktop Software

The printer comes with a license to use the Simplify3D professional all-in-one printing software. This license is distributed to you by email and will include a download link for the Simplify3D software. When there is an update available this will be distributed to you as a new download link.

 

For the ZYYX/ZYYX+ just select the ZYYX 3D Printer in the installation process to configure the software for your printer. For ZYYX pro, when asked for printer selection during the installation process, select skip and install the profiles as described in the ZYYX pro manual. The ZYYX 3D Printer profiles can be found here.

 

Find our Up-to-date Simplify3D Profiles here.

 

Please visit https://cloud.simplify3d.com/account/upgrade to upgrade to the latest version (currently 4.0) of the Simplify3D software.

 

For the ZYYX/ZYYX+ It is important that your printer’s firmware version is consistent with your Simplify3D profile. For example, if your printer is running firmware rZX30, you should be using V3 Simplify3D profiles. If your printer runs rZX50, you should use V5 profiles. If you believe you are running the incorrect profile version, please contact us at support@zyyx3dprinter.com for assistance. Please include your printer’s serial number (from the sticker on the back of the machine), firmware version, and your current Simplify3D profile version in your message.

 

Download a quick start guide for Simplify3D >here<
Support for Simplify3D is available >here<

 

Printer Firmware

In most cases, it is possible for you to update your printer’s firmware. If you are experiencing problems that you believe to be firmware related, please contact us at support@zyyx3dprinter.com and we will be happy to help you with the update. When writing to us, please include your printer’s serial number (from the sticker on the back) and a photo of the printer’s display when you go to Utilities > Version Information.

 

Please note that new printers are always shipped with the latest firmware version, so no updating is required for a new machine. Please also be aware that your Simplify3D profile should match your printer’s firmware version. For example, if your printer is running firmware rZX30, you should be using V3 Simplify3D profiles. If your printer runs rZX50, you should use V5 profiles.
NOTE. If you add the Multi-Material feature to the ZYYX pro you may also need to update your Simplify3D Profiles, see the “Desktop Software” chapter above.

 

In the case of an update, please remember to reset your machine settings (Utilities > Restore Settings). We recommend that you always do a Buildplate Tuning after updating your firmware.

 

Download a manual for Sailfish firmware >here<.

Contact ZYYX 3D Printer Support

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