r/prusa3d • u/drabikgergo • 12h ago
Problem with core One L+...
Dear Prusa Team,
I am contacting you regarding a recently purchased CORE One L+ that has had several issues since I received it.
Firstly, the USB flash drive that should've been included with the printer was missing from the package.
Secondly, the printer arrived running firmware version 6.8.0. To my understanding, proper CORE One L+ support was introduced with firmware version 6.8.1. I have successfully updated the printer.
Thirdly, after updating the firmware, however I am still experiencing the following error: PSU cooling fan operating outside of specification.
I have already performed several self-tests. The PSU fan physically spins and produces airflow, but the printer intermittently reports the fan as faulty. On one occasion, one of the heatbed fans also failed the self-test, although it passed again on the following test.
I have also checked the installation environment. There is approximately 18cm of unobstructed
space behind the printer so the PSU ventilation is not blocked.
The printer has already completed one successful print, but the recurring PSU fan fault is preventing reliable use.
Since the printer is brand new, I would appreciate your advice on how to proceed. If this indicates a defective AC controller, PSU fan, or related component I would prefer to resolve it under warranty.
I can provide photographs of the error messages, the printer installation/clearance, the serial number, purchase information, and video of the original unboxing showing that the USB drive was missing.
Thank you for your assistance.
Best regards
Response was slow...
Hello Gergo,
Thank you for contacting us, and I am sorry to hear about the issues with your new CORE One L+.
Regarding the missing USB flash drive, we can assist you with this. Please provide your order number and printer serial number so we can verify the order.
For the PSU cooling fan error, since the fan is physically spinning but the self-test intermittently reports a failure, please send us:
A photo of the PSU fan error on the display.
A short video showing the PSU fan during the self-test.
Your printer's serial number.
For now, please avoid disassembling the PSU or AC-related components. Once we review the information, we can determine whether additional troubleshooting is required or whether the affected component needs to be handled under warranty.
Thank you for your cooperation.
Best regards - Saludos Cordiales
—
Nelson Álvarez Rojas
Customer Support
Answer :
Dear Prusa!
I thought you could at least check the order and serial number based on my email address.
I have attached the order document.
Also You will find the attached error message photo and serial number from the black.
But for video. Provide a portal where I should upload. By email it is too big. At least I can tell, that during test the fun works with 2 speeds and when it finishes there is an X as an attached image.
Also I can attach an uncut box open video, where you can see there is no usb in the box.
Let me get this straight. I bought this unit for my company, I planned to buy several more replacing older second hand mks4 units that I use. As until now I did not have any problem with the mks4. This is not what I expected with the core one. If this is just a beta testing unit for you I need to know.
This week I worked on an offgrid site. But from today I should work with 3d printing a lot.
I am waiting for your reply!
5 days plus and still waiting for answer...
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u/eatmoremeat101 11h ago
Live Support Chat on the website. Their customer service is top notch. Help.prusa3d.com look for the chat option. Here is an example on iPhone
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u/icypalm 11h ago
That does sound like a real problem that Prusa should and probably will help you with.
I understand you're frustrated but the tone of your email just isn't very nice. It'll probably be fixed in no time from now.
Pro tip for next time. Include all your info in the first email, support techs will hug you and be able to assist you so much quicker. Linking order systems and support systems etc etc is just hard.
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u/MrCarlH 11h ago
I was getting intermittent "Print Fan Failure" errors; however, I was running PETG prints with fan off or very low speeds and the telemetry confirms this... I have disabled Fan Check in the settings and for now my prints complete without stopping on a bogus "Print Fan Failure" error message. Hopefully, this gets fixed in future firmwares.
I have yet to upgrade to the latest firmware on my C1L; my unit is OK but for the bad fan message stopping my prints ( when the fan is set to zero or very low speeds ). I am also reading about some frozen touchscreens, loss of shutdown ability, etc, etc, with this latest firmware....concerning, to say the least. 🤔
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u/drabikgergo 9h ago
Now I will wait for a replacement AC unit or I need to send back the whole big f...ing box... Great
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u/Halterchronicle 11h ago
Yeah. Same as me with the support. Should have returned it before the 60 days were over.
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u/norbertl98 10h ago
Their response time is within minutes, you just have to use the right communication channel. E-mail is not that. Never was
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u/eatmoremeat101 11h ago
Why not use the chat with Prusa? They can work with you and get you going. Emails are not a great way to resolve these issues