V5.1.2 Crashes with Dremel 3D20

[rzanc0215]

I've submitted this thru the Contacts link on Simply support page and posting here to see if anyone else has seen this.

I am running your V5.1.2 product on Mac OS v12.7.6 using my Dremel 3D20 (see Verifying connection.txt). The first time the printer is added and I connect with the printer while it is doing nothing I get timeouts for the commands which are repeatedly sent for print status, temp, and endstop states (see Connection Made No Print Attempted.txt).

If I try to do anything at this point your S3D SW crashes. For example, Disconnecting. I see on the comms window the M602 cmd go out but the SW crashes (sorry no log for that). Same is true if I try Begin Printing on Machine in the preview mode, or I try Play from the machine control window (with a set of files that print if I use the ext SD card).

I can print if I do the following:
0) No printer connect to Mac, no printer added in S3D. S3D opened.
1) add printer using your Dremel 3D20 profile (this where I get verifying connection.txt log). Printer is added and disconnected.
2) from preview mode use Begin Printing on Machine (see Mini Print.txt).
3) print runs to completion, but notice at the end of the mini print file, the timeouts occur once the printer is homed and idle.

Ron

[S3D-Jason]

From the communication log, it looks like the printer just completely stops responding. You can see S3D sending commands, but it doesn't get any response back. What firmware version are you running on the 3D20?

[rzanc0215]

Thx for the quick reply.

From the logs I attached here is the printer's FW

SENT: M115
READ: CMD M115 Received.
READ: Machine Type: dremel 3d idea builder
READ: Machine Name: DREMEL
READ: Firmware: v1.5 20180611

The attached logs implies nothing is coming back but I'm not sure about that. In my steps to get a print to start I have to start by having no printer added, then I added one and all is stable. I can send to the printer, when the machine control panel shows 'Disconnected' and a print starts. But if I exit S3D and restart it (now I have a printer added AND my printer is still connected and idle) within 5 to 10 seconds S3D crashes even without opening the machine control panel or sending anything to the printer. If I open the panel I can see it says 'Disconnected' and then 5 to 10 seconds late it crashes. I get similar results if I start S3D (with the printer added) and then connect and power up my printer. Somehow the printer being connected but idle crashes S3D.

It seems once S3D is expecting replies that is does not think are coming back, any actions I request thru S3D get sent out (I see flash of commands in the communication box) but a crash occurs and I cannot get those logs.

So, bottom line something is up and something is happening between the two on the SECOND attempt. If I delete the printer and re-add it and never use the machine control panel to connect everything is stable. In fact if I use the control panel and connect and then disconnect very quickly things remain stable, the M602 command goes out and is responded to by the printer (see new attached file).

[S3D-Jason]

The fact that it works fine at time, but then the printer doesn't respond in other cases is very odd. It makes you think something might be changing with the connection. Are you by chance using any kind of a USB hub? Might also be worth checking hibernation/sleep settings or energy saving preferences, since those can sometimes try to put applications to sleep in the background causing issues.

Any does this happen with any other printers or just the 3D20?

[rzanc0215]

The fact that it works fine at time, but then the printer doesn't respond in other cases is very odd. It makes you think something might be changing with the connection. Are you by chance using any kind of a USB hub? Might also be worth checking hibernation/sleep settings or energy saving preferences, since those can sometimes try to put applications to sleep in the background causing issues.

I am using a hub to convert the USB-A to USB-C (is this not supported? or do you have one that you test with that I could buy?). I don't believe any sleep settings are coming into play and my Mac is still active. When I do get a print to start that same polling takes place while the extruder is heating up and there's no issue. It does seem like the printer is not responding to the polls when there is no print active or maybe the hub/printer are taking the USB connection down when there's no print active. If either of these are the case I would not expect your SW to crash. That is the main issue. If the S3D SW can simply tolerate no response to its polls and then resume a new print command that would fine...its the crashing that needs to be fixed.

Any does this happen with any other printers or just the 3D20?

I only have the 3D20.

[S3D-Jason]

We use hubs all the time here and haven't ever encountered this issue. I don't think we've seen other complaints about communicating with the 3D20 either.

Are you able to try connecting without the hub in the middle? Or try a different adapter or hub?

[rzanc0215]

Ive' tried multiple hubs/converters. Same results. I have attached an Apple crash log.

BTW, I've NEVER heard back from my official service ticket; the system doesn't even send an email with a ticket number.