Replicator 5th Gen System Error 13 (toolhead disconnected)

[Jonathan Fontanez]

I just received the replicator 5th generation, unboxed it, and after following the instructions and turning on it is receiving a system error (error 13:toolhead disconnected). I've got a ticket out with makerbot but theres not really any way of tracking the ticket and I haven't heard anything yet. I figured I'd post information on it to see if anyone else is having this issue. At this point it's essentially a 3k paperweight since I can't do anything with it out of the box. 

I'm unable to update the firmware due to the constant error messages populated on the lcd (firmware update just doesn't work). It seems almost like the printer is disconnecting and reconnecting constantly since I receive multiple update firmware messages on the makerbot desktop software. If anyone from makerbot is listening in on the forums my case number is 00169619

Loaded firmware version is: 0.5.43.24

Log Messages (keeps dumping the same thing repeatedly):

job.py:659: INFO

conveyor.server.Server:log_job_started

2014-03-28 11:16:27,680

Anonymous ProgramToolhead Job started

birdwing.py:658: INFO

conveyor.machine.birdwing.BirdWingMachine:_new_job_from_new_process

2014-03-28 11:16:27,680

Non-Makerware print starting: {u'machine_name': {u'iserial': '23C100053C7059000EFB', u'pid': 5, u'port_type': 'UsbPort', u'vid': 9153}, u'pausable': True, u'failure': None, u'profile_name': u'Platypus', u'id': 22, u'name': u'ProgramToolhead', u'can_cancel': True, u'state': u'RUNNING', u'driver_name': u'birdwing', u'progress': None, u'type': u'ProgramToolhead', u'conclusion': None}

birdwing.py:685: INFO

conveyor.machine.birdwing.BirdWingMachine:error_notification

2014-03-28 11:16:30,305

Process critical error {u'errorno': 1500, u'info': u'critical_kaiten_error', u'details': {u'process_critical': True, u'exception': {u'winerror': None, u'name': u'RuntimeError', u'errno': None, u'args': [], u'strerror': None, u'filename': None, u'message': u''}, u'machine_critical': False}}

birdwing.py:802: INFO

conveyor.machine.birdwing.BirdWingMachine:_process_finished

2014-03-28 11:16:30,972

Process finished: {u'username': u'machine_manager', u'name': u'ProgramToolhead', u'step': u'cancelling', u'ignore_tool_errors': True, u'state': u'done', u'params': {u'toolhead': 0, u'filename': u'/usr/firmware/Bronx.hex'}, u'cancelled': True, u'machine_func': u'program_toolhead', u'id': 23, u'complete': False}

job.py:230: WARNING

conveyor.server.Server:log_job_stopped

2014-03-28 11:16:30,973

job 22: canceled

job.py:659: INFO

conveyor.server.Server:log_job_started

2014-03-28 11:16:33,897

Anonymous ProgramToolhead Job started

birdwing.py:658: INFO

conveyor.machine.birdwing.BirdWingMachine:_new_job_from_new_process

2014-03-28 11:16:33,898

Non-Makerware print starting: {u'machine_name': {u'iserial': '23C100053C7059000EFB', u'pid': 5, u'port_type': 'UsbPort', u'vid': 9153}, u'pausable': True, u'failure': None, u'profile_name': u'Platypus', u'id': 23, u'name': u'ProgramToolhead', u'can_cancel': True, u'state': u'RUNNING', u'driver_name': u'birdwing', u'progress': None, u'type': u'ProgramToolhead', u'conclusion': None}

birdwing.py:685: INFO

conveyor.machine.birdwing.BirdWingMachine:error_notification

2014-03-28 11:16:36,484

Process critical error {u'errorno': 1500, u'info': u'critical_kaiten_error', u'details': {u'process_critical': True, u'exception': {u'winerror': None, u'name': u'RuntimeError', u'errno': None, u'args': [], u'strerror': None, u'filename': None, u'message': u''}, u'machine_critical': False}}

birdwing.py:802: INFO

conveyor.machine.birdwing.BirdWingMachine:_process_finished

2014-03-28 11:16:37,139

Process finished: {u'username': u'machine_manager', u'name': u'ProgramToolhead', u'step': u'cancelling', u'ignore_tool_errors': True, u'state': u'done', u'params': {u'toolhead': 0, u'filename': u'/usr/firmware/Bronx.hex'}, u'cancelled': True, u'machine_func': u'program_toolhead', u'id': 24, u'complete': False}

job.py:230: WARNING

conveyor.server.Server:log_job_stopped

2014-03-28 11:16:37,140

job 23: canceled

job.py:659: INFO

conveyor.server.Server:log_job_started

2014-03-28 11:16:40,093

Anonymous ProgramToolhead Job started

birdwing.py:658: INFO

conveyor.machine.birdwing.BirdWingMachine:_new_job_from_new_process

2014-03-28 11:16:40,094

Non-Makerware print starting: {u'machine_name': {u'iserial': '23C100053C7059000EFB', u'pid': 5, u'port_type': 'UsbPort', u'vid': 9153}, u'pausable': True, u'failure': None, u'profile_name': u'Platypus', u'id': 24, u'name': u'ProgramToolhead', u'can_cancel': True, u'state': u'RUNNING', u'driver_name': u'birdwing', u'progress': None, u'type': u'ProgramToolhead', u'conclusion': None}

birdwing.py:685: INFO

conveyor.machine.birdwing.BirdWingMachine:error_notification

2014-03-28 11:16:42,676

Process critical error {u'errorno': 1500, u'info': u'critical_kaiten_error', u'details': {u'process_critical': True, u'exception': {u'winerror': None, u'name': u'RuntimeError', u'errno': None, u'args': [], u'strerror': None, u'filename': None, u'message': u''}, u'machine_critical': False}}

birdwing.py:802: INFO

conveyor.machine.birdwing.BirdWingMachine:_process_finished

2014-03-28 11:16:43,386

Process finished: {u'username': u'machine_manager', u'name': u'ProgramToolhead', u'step': u'cancelling', u'ignore_tool_errors': True, u'state': u'done', u'params': {u'toolhead': 0, u'filename': u'/usr/firmware/Bronx.hex'}, u'cancelled': True, u'machine_func': u'program_toolhead', u'id': 25, u'complete': False}

job.py:230: WARNING

conveyor.server.Server:log_job_stopped

2014-03-28 11:16:43,387

job 24: canceled

job.py:659: INFO

conveyor.server.Server:log_job_started

2014-03-28 11:16:46,307

Anonymous ProgramToolhead Job started

birdwing.py:658: INFO

conveyor.machine.birdwing.BirdWingMachine:_new_job_from_new_process

2014-03-28 11:16:46,308

Non-Makerware print starting: {u'machine_name': {u'iserial': '23C100053C7059000EFB', u'pid': 5, u'port_type': 'UsbPort', u'vid': 9153}, u'pausable': True, u'failure': None, u'profile_name': u'Platypus', u'id': 25, u'name': u'ProgramToolhead', u'can_cancel': True, u'state': u'RUNNING', u'driver_name': u'birdwing', u'progress': None, u'type': u'ProgramToolhead', u'conclusion': None}

birdwing.py:685: INFO

conveyor.machine.birdwing.BirdWingMachine:error_notification

2014-03-28 11:16:48,901

Process critical error {u'errorno': 1500, u'info': u'critical_kaiten_error', u'details': {u'process_critical': True, u'exception': {u'winerror': None, u'name': u'RuntimeError', u'errno': None, u'args': [], u'strerror': None, u'filename': None, u'message': u''}, u'machine_critical': False}}

birdwing.py:802: INFO

conveyor.machine.birdwing.BirdWingMachine:_process_finished

2014-03-28 11:16:49,565

Process finished: {u'username': u'machine_manager', u'name': u'ProgramToolhead', u'step': u'cancelling', u'ignore_tool_errors': True, u'state': u'done', u'params': {u'toolhead': 0, u'filename': u'/usr/firmware/Bronx.hex'}, u'cancelled': True, u'machine_func': u'program_toolhead', u'id': 26, u'complete': False}

job.py:230: WARNING

conveyor.server.Server:log_job_stopped

2014-03-28 11:16:49,566

job 25: canceled

job.py:659: INFO

conveyor.server.Server:log_job_started

2014-03-28 11:16:52,509

Anonymous ProgramToolhead Job started

birdwing.py:658: INFO

conveyor.machine.birdwing.BirdWingMachine:_new_job_from_new_process

2014-03-28 11:16:52,509

Non-Makerware print starting: {u'machine_name': {u'iserial': '23C100053C7059000EFB', u'pid': 5, u'port_type': 'UsbPort', u'vid': 9153}, u'pausable': True, u'failure': None, u'profile_name': u'Platypus', u'id': 26, u'name': u'ProgramToolhead', u'can_cancel': True, u'state': u'RUNNING', u'driver_name': u'birdwing', u'progress': None, u'type': u'ProgramToolhead', u'conclusion': None}

birdwing.py:685: INFO

conveyor.machine.birdwing.BirdWingMachine:error_notification

2014-03-28 11:16:55,102

Process critical error {u'errorno': 1500, u'info': u'critical_kaiten_error', u'details': {u'process_critical': True, u'exception': {u'winerror': None, u'name': u'RuntimeError', u'errno': None, u'args': [], u'strerror': None, u'filename': None, u'message': u''}, u'machine_critical': False}}

[spineytoad]

Have you tried to call them? I got mine yesterday and got a bit of help connecting maker ware to the printer, it couldn't find it very we'll after update. They answered the phone and help right away, apparently no one was waiting at that time.

[Jonathan Fontanez]

I have not, I didn't see a customer support number posted anywhere (saw a sales number). Is that what you used?

[Tiffany Diorio]

Hi Jonathan, 
 I just checked in with support for you - Jason has your case and will be helping you with any questions you have. 

Thanks,

Tiffany

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[spineytoad]

Did they get a hold of you? For future reference, I think they use the same number, the hit 3 for support.

[Sean Higgins]

So what was the final solution? I also received this same message on my new Z-18. Here is the message exactly: "System Error: Oops, we have a problem (Error 13: Toolhead Disconnected)." I have a case open with Support but have not heard anything back... I was hoping some kind soul would have posted the answer here. I will do so once I get it resolved. Here is what I have tried so far with no luck:

1. Repeatedly attaching and reattaching the Smart Extruder. Same error.

2. Checked all cables. They all appear to be connected securely.

3. I exited the initial set-up menu to the main menu. Then I proceeded to attach the Smart Extruder and followed the prompts. Once reattached I got a success message, then it immediately went to the same error message above. I have repeated this process  with the same result.

[Scottbee]

I don't have a Z18 and have never seen one in person... but if I'm not mistaken they use a grid of pogo-pins to make the electrical connections between the stage and the extruder.  I would double-check the pins and mating pads to ensure there isn't any crud, contaminates, or protective film over them.

[Scott Ramirez]

I have the exact same problem with my Z18, my guess is that its software. They have sent me out a replacement smart extruder, so we shall see.

[Ryan Carlyle]

This has come up in the past w/ the 5g and the problem (I believe) was the castle drive nut thing not mating between the smart extruder and carriage. If the two sides don't mate, the extruder doesn't sit in all the way.

[Sean Higgins]

Scott, You are exactly right. I have attached a picture of the pogo pin grid. Everything looks clean on both sides. I have given them a wipe down and cleaned them up for good measure. A red LED comes on inside the head but still no dice.

[Jonathan Fontanez]

EEK careful there! I did get a response, after working with Makerbot for a couple of days it was determined that this is an internal issue with the coupling inside of the makerbot (sounded like between either a ribbon or I'm guessing some JST style connector that goes from the side of the toolhead attached to the makerbot and the mainboard/microcontroller board). One of the cables had come loose and disconnected from the toolhead between final testing in the factory and shipping. If you are receiving the same error it is likely an issue inside of the unit. I can't say I recommend it but from the response I got the only way to fix it is opening it up.

I will say that I was pissed at first but they actually did a really good job on expediting the fix and getting it back to me in less than a week (the day they received it the tech called and emailed me letting he know he was working on it and 5 hours later was done and they got it back down to shipping). 

[Sean Higgins]

Ryan, I did notice that if the castle nut and mating drive aren't aligned it wont seat properly. I have them aligned and it does seat down all the way. Good guess though...

[Sean Higgins]

I don't think they would be too thrilled to ship back a Z-18... It arrived on its own palette!

[Joseph Chiu]

A printer that big and heavy, I would expect it to be on a palette.  While not a guarantee, products get tossed around far less when they are sitting on a palette!

--

[Sean Higgins]

New Smart Extruder is on the way for me as well... I got a fast response from MakerBot support. We will see what happens with it on Monday! I hope it is not software... I do see the ribbon coming from the head and I hope it is not partially disconnected somewhere deep inside. It looks like you may need a tamper proof T10 torx to open up the case. The ribbon is the only cable I can see connecting to the head, and the fans come on as well as a red LED inside the Smart Extruder so it is getting power though it. Fingers crosses that it is just a defective extruder.

[Sean Higgins]

No dice with the new Smart Extruder. I am still getting the same error. In addition, I am also getting an error 1500... Whatever that is. I have sent logs to MakerBot support. I will keep trying.

[Troy Reabe]

Just got My Z18 today and I got the Error 13

No 1500 code but hoping that it is something quick or easy.

[Sean Higgins]

Sorry... I don't think it is going to be a quick fix for anyone. I have tried a few more things with the help of MakerBot support:

1. Checked the connection between the head and controls. There should be a red light on inside the extruder. Check. If you exit out of the initial set-up and go to the utilities menu and run the attach Smart Extruder script without an extruder actually attached the castle drive nut should rotate a little. Check.

2. I connected the machine directly to my computer via USB. Note- I think that it won't work using USB 2.0 as my initial attempt failed to fully connect. However, I was able to dump the log .zip file using MakerBot Desktop so there was "some" sort of connection. I used a regular USB port and it fully connected. Then I was able to update the firmware to 1.1.1.104 using the Desktop software. I was hoping this would do the trick. No dice again... Now I get both error 13 and 1500 but instead of just having to close them individually the errors toggle back and forth on the machine's LCD all on their own. Which is pretty neat... neat like nature walks. If you are just as upset like me after shelling out more than a few $K and waiting a few months to get this machine, then having it be DOA... Let Lenny Pepperbottom cheer you up:

https://www.youtube.com/watch?v=Hm3JodBR-vs&feature=player_detailpage

0:45- Present Moment: "I don't want to kill the animal (a.k.a- Z-18) but I do want to warn it (a.k.a- your printer head is disconnected)" We enjoy our waning with Error 13
1:40- Rhetorical Question: "You know what would be a great capper to a great day?" Answer: to printing something
2:17- PG Summary of Current Emotions: "Nothing. Gee-dang it. I don't see anything coming out right now (of the printer head). But I'm not giving up yet"

[Troy Reabe]

Video showing what cable was my problem.
http://m.youtube.com/watch?v=OLeEOQJhDiY&feature=em-upload_owner

So this is what I did:
I re seated the ribbon cable at the print head. No change.
I then re seated all non locking cables in the controller area and the print head ribbon cable.
Then she came to and started working just fine

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[Sean Higgins]

My tamper proof T10 is on the way! You are the man for posting your fix on YouTube... People from Minnesota: Friendly and smart. I will post back either way.

[iRepair Tek]

I too had to reseat the ribbon cable that was on the mainboard.  Once I rechecked all cables as Sean did, everything has been running smoothly.

Definitely recommend to check the mainboard if you are experiencing this issue.

[Jetguy]

If I had to guess, just knowing the tiny bit I do about the system in general, that the white locking ribbon cable to the extruder head would be the first thing I would check. The logic here is that it is locking and so it's kind of got a way where it can be inserted but not locked. We know there are protocols between the mainboard and head controller board and the cryptic error messages seem to point to that general type of communications failure. The secondary board looks to be for the heated build platform/chamber heat?

I see at least 2 thermal inputs (assume thermistors) a main 12V 4 pin power input, and the 3 pin connector appears to be for fan (which makes sense if it is chamber heat)

Sure, it could be the connector between those boards but header to IDC ribbon cable connections have a deep plug so they really would have to be just falling off to not make a connection in my experience.

 

Slowly, I'm decoding this entire new ecosystem they have created with the 5th gen.

Just a hint or block diagram, not even full source would be nice- but that's just dreaming in the clouds.

[Troy Reabe]

I sent told Makerbot support about the repair I did.

I also sent them a link to the video to give them info on what cable was loose.

I have been told by makerbot that doing service to your machine that is not instructed by MakerBot could void your warranty and Maker Care plan.

I was told that my warranty and Maker Care plan would not be affect, and that they will take my solution in for review.

I was asked to pull the video so other people do not try and service there own maker bot.

I have made the video unlisted and added warnings to the video that Maker Bot does not recommend this solution, it could affect your service from maker bot.

But I did think that it is more useful to know that Servicing your own machine when not recommended by Maker Bot could affect your Service Plan.

 

I understand maker bot not wanting people poking around inside there machines but I work off the Warranty Void stickers. If I don't need to break or cut those stickers it is a user serviceable area

My 2 cents.

Thanks

On Tuesday, July 1, 2014 3:43:45 PM UTC-5, Evan Sheline wrote:

Troy, you are awesome. Went to my local electronics store for my tampter proof torx T10, plugged in the cable and now I have a successful first print. My door keeps on showing as open while closed, along with a few other minor flukes but so happy it is actually printing!

[Sean Higgins]

Well... The fix from Troy was right on the money. It fixed the Error 13 message. My jumper cable was not even close to seated. It was the same fix that MakerBot support ended up providing to me. However, my machine has some other issues going on with it. I am waiting to see what MakerBot gives me for a response before I post a more comprehensive review of my Z-18 experience.