FAQ

What are the warranty conditions and which parts are excluded from the warranty?

You receive a 1-year warranty and a 2-year statutory warranty on all our printers. Consumables and wear parts are excluded from the warranty (e.g. build plate, extruder, drive belts, etc.).

Can I receive a print sample in advance?

It is possible to receive a print sample for the Ultimaker 2+ and Ultimaker 3 3D printers in advance. You can choose between a general print sample (free of charge) and a print sample of your choice (subject to a fee). Use our test print service or contact us by email: sales@igo3d.com.

Can I dispose of the printer packaging?

iGo3D strongly recommends that you keep the packaging so that you can return the device to us without damage in the event of repair.

What are the system requirements for the software?

After downloading the Cura software, start the installation and follow the installation setup. To make sure that you can use Cura, you should meet the following system requirements:

Accepted operating systems:

• Windows Vista or newer
• macOS OS X 10.7 or newer
• Linux: Ubuntu 15.04, Fedora 23, OpenSuse 13.2, ArchLinux or newer

What are the system requirements for the hardware?

• OpenGL 2 compatible graphics card
• Intel Core 2 or AMD Athlon 64 or newer

How much filament is included with the printer?

Each Ultimaker 3D printer is delivered with one roll of PLA filament. The Ultimaker 3 and Ultimaker 3 Extended additionally include a roll of PVA filament.

Does the printer come with printing software?

Yes. You can download the Cura slicing software free of charge from the Ultimaker website.

Is software for creating 3D objects included in the scope of delivery?

No. Design software must be purchased separately if required, or you can use free software.

My Ultimaker is extruding no material or too little material?

First, unlock the feeder mechanism and test whether you can pull the filament back by hand. Is this possible? (Yes, see point 1A. No, see point 1B.)

1A: Please check whether there are marks from the knurled feeder wheel on the filament. If so, please continue with point 1B. If there are no marks on the filament, your feeder tension is too low or the feeder wheel is dirty.

To check whether your feeder tension is too low, remove the clip on the feeder. Now remove the roller unit with the wooden wheel. Insert the filament into the feeder and manually drive it forward with the wooden wheel. If there are small indentations on the filament, the tension is optimal. If not, tighten the feeder.

The hot end of my Ultimaker has a leak; material is collecting on the aluminum block.

The parts of the hot end are simply not screwed together tightly enough. To solve the problem, repeat the screw-tightening steps and carefully retighten the connections.

My print is twisting; it seems as if the print head moves a little further in one direction after each layer.

This problem is usually caused by loose timing belts. First check the belt tension on the X and Y motors. If the tension is insufficient, loosen the 4 screws on the outside of the housing and push the respective motor downward. Then tighten the screws again. Next, we will look at the transmission belts. To increase their tension, we recommend printing and installing a suitable tensioning device.

My Ultimaker does not connect to Cura via USB cable. What should I do?

This problem is caused either by the computer, the Arduino, or the circuit board. First try connecting the printer to another computer. If this does not work, then check the Arduino and the circuit board.

My Ultimaker has temperature problems; a mintemp or maxtemp error appears.

First check all plug connections (circuit board and print head). Often it is simply a loose connection. If the problem persists, it may also be due to the settings. To do this, go to the following menu item on the Ulticontroller: Control > Temperature. The following settings have proven effective:

• Nozzle: 220
• Fan speed: 255
• PID-P: +022.20
• PID-I: 001.08
• PID-D: +114.00
• PID-C: 1

Then confirm the settings with Store Memory. If this does not solve the problem either, please contact support.

The material does not adhere sufficiently to the build plate.

To ensure sufficient adhesion with PLA, it is recommended to replace the Blue Tape after 3–4 prints. You can also achieve the best adhesion by applying a standard, water-soluble Pritt glue stick to the build plate and using a raft for your print. For ABS, a heated build plate is generally recommended.

The build plate does not heat up.

First check the plugs and the cable leading from the bed to the mainboard. If checking the plugs was not successful, you should check the displayed temperature:

Maintenance > Advanced > Heat up Buildplate
Here you can increase the temperature and see whether it rises or not. If none of these tests worked, you can be sure that the bed is defective and needs to be replaced.

How do I calibrate the axes?

Please make sure that your X and Y axes are aligned parallel to the print head. Push the Y axes all the way to the front without leaving any gap between the Y axes and the housing. The pulleys must sit directly against each corner and be tightened. If a pulley is too loose, poor print results may occur.

How do I clean my print head?

Please refer to this video:
Ultimaker print head cleaning (YouTube)

How do I perform a firmware update?

Regular firmware updates contribute to stable print performance. To perform a firmware update, the procedure differs depending on the Cura version. It is recommended to always use the latest Cura version.

Cura 15.04:

1. Connect your Ultimaker to the computer using a USB cable.
2. Make sure that the printer has power and is switched on.
3. Start Cura.
4. Make sure that the correct printer is selected.
5. Make sure that no 3D model is loaded for printing.
6. Navigate to the Machine menu and select “Install default Firmware”.
7. Cura will now install the latest firmware on your Ultimaker.

Cura 2.1:

1. Connect your Ultimaker to the computer using a USB cable.
2. Make sure that the printer is supplied with power and switched on.
3. Start Cura.
4. Make sure that the correct printer is selected.
5. Make sure that no 3D model is loaded for printing.
6. Navigate to Extensions > Firmware > Update Firmware.
7. A window with “Starting firmware update, this may take some time” appears. The progress bar does not work at this point yet.
8. When the update is complete, the “Firmware update completed” window appears. After you click “Close”, the firmware update is complete.

How do I maintain my printer?

Ultimaker 2:
Start your Ultimaker printer as usual. Then follow the menu item Maintenance > Build Plate. You will then be guided through the calibration assistant.

Ultimaker 3:
Start your Ultimaker printer as usual. Then follow the menu item System > Build Plate and select Manual Leveling. You will then be guided through the calibration assistant.

How do I calibrate the build plate?

Ultimaker 2:
Start your Ultimaker printer as usual. Then follow the menu item Maintenance > Build Plate. You will then be guided through the calibration assistant.

Ultimaker 3:
Start your Ultimaker printer as usual. Then follow the menu item System > Build Plate and select Manual Leveling. You will then be guided through the calibration assistant.

Why does the feeder run backward after converting to UM2+?

In this case, perform the firmware update to UM2+. The feeder of the Ultimaker 2+ has a higher number of gears than the UM2.

What does auto-calibration do on the UM3?

Auto-calibration is used to correctly calibrate the extruder and the heated beds.

Where is the filament chip of the UM3 located?

The NFC chip is located directly inside the drum of the filament spool.

What is the best way to clean the printer housing?

For surface cleaning of the housing, iGo3D recommends using an alcohol-based window cleaner or another alcohol-based cleaner.

How do I clean the extruder?

iGo3D recommends using a compressed air cleaner and the brush included in the scope of delivery to clean the extruder. Cleaning should be performed after each use. Please also make sure that filament residues are removed from the nozzle. Clean only the lower part of the nozzle, otherwise a short circuit may occur.

How do I care for the build plate?

Simply use hot water to clean the build plate.

Does the printer require special care?

All Ultimaker printers are sufficiently lubricated upon delivery. iGo3D recommends regularly applying oil to the axes, e.g. PTFE spray. Please make sure not to use grease in order to avoid unnecessary residue build-up.

How do I remove the glue from the glass plate?

Remove the glass plate from the printer. Then carefully rinse it with warm water.

Can I remove the finished print immediately after completion?

No, immediate removal of the print without prior cooling is not recommended.

Can I also print directly on the glass plate without applying glue stick first?

Yes, but this results in reduced adhesion.

How often does the build plate need to be calibrated?

For an optimal print result, iGo3D recommends calibrating the build plate before every print.

Does the build plate need to be calibrated before first use?

Yes, initial calibration is essential to avoid an uneven print result.

What printing accuracy does the printer have on which axes?

The printing accuracy of the XY axis is 12.5 µm.
The printing accuracy of the Z axis is 2.5 µm.

What is 3D printing?

A 3D print is the three-dimensional creation of objects, produced layer by layer, for example by melting plastic onto the build plate. To do this, you provide your 3D printer with a file (a downloaded 3D CAD file or an individually created 3D model), insert the desired material, known as filament, and start the 3D print. The principle is simple yet ingenious. This means that not only experienced users, but also beginners can quickly enjoy successful results.

Why and when is 3D printing used?

Currently, 3D objects are mainly used for prototype development. There are hardly any limits to the areas of application. Medicine, science, the automotive industry, and the aerospace sector are just some areas of use for 3D printing solutions. Custom-made individual items make 3D printing particularly interesting: individual pieces of jewelry or the production of rare spare parts can be created easily, precisely, and to a high quality. Of course, you can also experiment freely and use 3D printing for your private interests as a hobby.

Which technologies are available?

There are now numerous technologies for 3D applications. The best-known are FDM and SLA. Fused Deposition Modeling (FDM) is a melt-layering process in which a 3D object is created layer by layer from bottom to top using a meltable plastic. For example, you provide your printer with an STL file and insert the filament into the print head. The filament is then heated to a semi-liquid state and guided through the extruder to create your 3D print from a sequence of many thin layers.

In the stereolithography process (SLA), the printer’s build platform is immersed in a light-sensitive bath of liquid resin. The photopolymers are cured layer by layer using a laser, building up the desired 3D model. After one layer has cured, the build platform is moved back to a position corresponding to the layer thickness.

How long does a print take?

The print duration depends on the speed of the 3D print and should be coordinated with the desired print quality. In general, high-quality and detailed prints require more time. Large, simple areas can usually be printed faster while still remaining precise. With corners and curves, however, there is a risk that they will not adhere quickly enough to the layer below because the filament needs some time to cure. The optimal speed depends on the printer parameters and the model to be printed and is calculated and specified by most software programs. You can also positively influence the result by experimenting with the extruder temperature.

Which software do I need for 3D printing?

Basically, there are two types of software:

• Slicer software solutions, which serve as preparation or templates for your print in the form of, for example, STL files
• 3D design programs, with which you can individually design your 3D objects

Most slicer software solutions are open source and freely accessible to you. They are usually simple in structure and perfect for 3D beginners. Many manufacturers also offer software solutions individually tailored to their products, which can be downloaded free of charge.

What happened to my old Cura profiles?

Cura 2.1 and higher use a completely new profile system. In addition to the old functionality, profiles now contain all information required for creation. Therefore, old profiles were not imported automatically, but they can be added afterward.

In Cura 15.04.x:

1. Click “Save Profile” in the menu bar
2. Save your profile on your computer

In Cura 2.1.x:

1. Click “Profile” and then “Manage Profiles”
2. In the “Profile Manager”, click Import and select your Cura 15.04.x profile
3. Close the “Profile Manager” and select your imported profile on the right in the settings

Why is the calculated print time not correct?

The inaccuracies in time calculation are known and the team is working on a solution.
Tip: Turn off “Support” and “Retractions” to get a more accurate print time.

How do I change my slicing settings at a specific height?

Post-processing plugins are required to change settings at specific heights. You can find them in the top menu under: Extensions → Post Processing → Modify G-Code.

Installation and use:

1. Select one of the available scripts by clicking “+”.
2. The active scripts are displayed in the middle column. They can be sorted using the arrow keys or deleted with “x”.
3. The script properties and values appear on the right.

Pause at height

This plugin pauses the print at a specific Z height – useful for color or material changes.

• Head park X/Y: Position of the print head during the pause
• Pause height: Height of the pause
• Retraction: Retraction length of the filament during the pause

Tweak at Z

This plugin allows parameters to be adjusted at a specific height, e.g.:

• Speed
• Flow Rate
• Bed Temperature
• Extruder Temperature
• Fan Speed

Why does my build plate show a gray boundary?

The gray boundary shows the additional space required if skirt or brim is enabled.

Why can I not use special characters such as !,@,& in my G-Code file name?

The operating system prevents the use of these characters because they are reserved internally for system functions.

Why is my “Wireprint” not displayed in the layer view?

Since this is an experimental printing method with multiple Z heights per layer, the layer view does not support it.

Why is the Cura 3D viewer so slow on my Mac with Retina display?

macOS opens programs in maximum resolution by default, which can lead to performance issues with weaker graphics cards.

Solution: Open Cura in low resolution:

1. Close Cura
2. Finder → Applications
3. Right-click the Cura icon → “Get Info”
4. Check “Open in Low Resolution”

Cura is stuck on the welcome screen

Possible causes include missing OpenGL 2 support or incorrect system requirements. Resetting the Cura configuration often helps.

Attention: All profiles, devices, and settings will be lost.

macOS:

1. Close Cura
2. Open Finder
3. Go to: Macintosh HD/Benutzer/[Benutzername]/.cura
4. Delete the “.cura” folder

Windows:

1. Close Cura
2. Open Explorer
3. Go to: C:/Benutzer/[Benutzername]/AppData/Local/Cura
4. Delete the “Cura” folder

Linux:

1. Close Cura
2. Go to: $User/.local/share/cura
3. Delete the “cura” folder

Which printers is Cura compatible with?

Cura is compatible with all Ultimaker models. It also supports many other manufacturers via native or community profiles, e.g.:

• 3DMaker Starter
• BQ Hephestos 2
• BQ Prusa i3 Hephestos, XL
• BQ Wittbox 1 & 2
• German RepRap Neo
• Innovo INVENTOR
• Malyan M180
• Prusa i3, XL
• RigidBot / RigidBot Big

Which file formats does Cura support?

3D formats: 3MF, OBJ, STL

2D formats: BMP, JPG, GIF, PNG

Cura cannot be opened because it is from an unidentified developer

macOS blocks applications that do not come from the App Store.

Option 1:

1. Find Cura in Finder
2. Right-click → Open
3. Confirm “Open” again

Option 2:

1. Open System Preferences
2. Security → General
3. Set “Allow apps downloaded from” to “Anywhere”

How can Cura be updated?

Cura does not have an automatic update function. Each new version must be downloaded manually from the Ultimaker website and installed.

Does Cura support multithreading?

No, Cura does not support multithreading.

System requirements for Cura

Operating systems:

• Windows Vista or higher
• macOS 10.7 or higher
• Ubuntu 14.04 or higher (64-bit only)

Hardware requirements:

• OpenGL 2 compatible graphics card
• Intel Core 2, AMD Athlon 64 or newer

Note: Systems that only meet the minimum requirements will run Cura only very slowly.

Which filaments are suitable for my printer?

There are now countless 3D printers on the market. The range of filaments has grown disproportionately at the same time. It is no wonder that many customers feel overwhelmed when choosing the right 3D printing material. Always pay attention to the diameter recommended by your printer manufacturer. Some devices use 1.75mm, others 2.85mm or 3mm. If your printer is designed for 2.85mm filament, we advise against using 3mm filament (except flexible filaments), as this may cause problems. The warranty conditions of some manufacturers require the use of original filament. In this case, using third-party filament may result in the loss of the device warranty.

Which material is best for me?

To choose the right material, it is important to answer the following questions: What will the printed part be used for? Will it be post-processed? How difficult may the printing process be?

PLA is very easy to process and available in many colors. It does not require a heated bed (Blue Tape is completely sufficient), no toxic fumes are produced during printing, and warping occurs only minimally. Unfortunately, post-processing is not easy. In addition, its mechanical and thermal load capacity is not particularly high.

ABS is known from injection molding and is more durable than PLA. Surfaces post-processed with acetone become very smooth. However, ABS is not quite as easy to process (see also question 3). During the printing process, harmful styrene fumes are produced, so ABS should only be printed in well-ventilated rooms.

PET or special filaments such as CPE or XT are a good choice if you want to print durable parts without the disadvantages of ABS. However, the selection here is not yet as large. Certain PET filaments can even be printed without a heated bed.

Flexible filaments are easy to process on printers with a direct drive extruder (i.e. the extruder is located in the print head). Printing is somewhat more difficult on printers with a Bowden extruder (i.e. the extruder is located on the printer housing and the filament is guided to the print head through a Bowden tube). 1–2 drops of sewing machine oil in the Bowden tube help the filament move more easily and therefore make processing easier. Using alternative feeders optimized for flexible filaments is also an option, provided this is permitted by the printer manufacturer. Flexible filaments should generally be printed more slowly than “normal” filaments; 20 to 30 mm/s is recommended.

Problems printing with ABS

ABS is not easy to print, but it can be finished very well with acetone during post-processing. High processing temperatures and the absolutely necessary heated build plate are the most important requirements. Despite the heated bed, a phenomenon called warping occurs again and again, i.e. the print lifts off the build plate at the corners and deforms. There are various ways to reduce this effect:

• If possible, switch off all fans on the hot end
• Acetone-ABS mixture: Mix ABS remnants with acetone in a ratio of 2:1. Once the ABS pieces have completely dissolved after a few hours (the mixture should be slightly creamy), stir well again and apply a thin (!) layer to the build plate with a brush.
• If the layers do not adhere properly to each other: Try increasing the temperature to 250°C. Some printers have only 240°C preset as the profile for ABS, which is not sufficient for some types of ABS.

My prints do not adhere

Apply a thin layer of glue stick to the build plate.

Hairspray or spray adhesive are also possible, but only on glass plates. Blue Tape is highly recommended for unheated build plates when printing PLA or PET. Kapton tape or special adhesive films such as BuildTak are also helpful.

How many meters are on a spool of filament?

This depends on the diameter of the filament. 750g of filament with a diameter of 1.75mm is significantly longer than 750g with a diameter of 2.85mm, which is why many filament manufacturers state only the weight to avoid confusion.

In addition, filaments differ in density, so even with the same diameter, 750g of PLA from one manufacturer may have a different length than 750g of ABS from another manufacturer. We have measured this and can only provide an approximate figure: 750 grams of PLA filament with a diameter of 2.85mm corresponds to between 82 and 97 meters, depending on the manufacturer.

Storage and shelf life of filament

Filament should always be stored dry and dark. Packaged filament has a fairly long shelf life. If your filament shows discoloration on the spool and is also brittle or very fragile, it can no longer be processed reliably and must be disposed of with household waste.

In principle, filaments should never be stored openly, especially nylon filaments, which strongly absorb moisture. Ideally, filament should be stored in airtight bags or boxes together with desiccant granules.

Material change

If you switch, for example, from ABS to PET, it is very important that you clean the nozzle thoroughly. Otherwise, there is a risk that the old filament will react with the new one. Unfortunately, a clogged nozzle is often the result.

Water-soluble filaments

Water-soluble filaments such as PVA can only be used sensibly if your printer has dual extrusion in order to print support structures with washable material. Washable filaments dissolve in water – to do this, soak the print in warm tap water for some time until the support structures have dissolved. Please do not use boiling water, as this will deform the entire print.

Filament recycling

In principle, remnants or failed prints can be melted down again and used to produce new filament. Some manufacturers offer extruders for home use, but so far none provide sufficiently accurate filament diameter tolerance.

Alternatively, there are filaments that are already made from recycled material. Unfortunately, there is currently no centralized recycling system for 3D printing filaments in Germany, so they must be disposed of with household waste.

PLA is compostable under industrial conditions, but it will hardly decompose on a normal compost heap.

What are the warranty conditions and which parts are excluded from the warranty?

You receive a 1-year warranty and a 1-year statutory warranty on all Zortrax printers. Consumables and wear parts are excluded from the warranty.

Can I receive a print sample in advance?

It is possible to receive a print sample for the Zortrax M200 3D printer in advance. You can choose between a general print sample (free of charge) and a print sample of your choice (subject to a fee). Use our test print service or contact us by email: sales@igo3d.com

Can I dispose of the printer packaging?

iGo3D strongly recommends that you keep the packaging so that you can return the device to us without damage in the event of repair.

Which filaments are suitable for the printer?

The Zortrax 3D printers have now been opened up for third-party filaments. According to the manufacturer, however, the in-house filaments deliver the best print results.
Zortrax offers the following filaments:

• Z-ABS
• Z-ULTRAT
• Z-PETG
• Z-HIPS
• Z-PCABS
• Z-PETG
• More materials will follow.

Which files are used for printing?

Please use the following file types:
.STL, .OBJ, .3MF, .DXF

What are the system requirements for the software?

Central Processing Unit Intel / AMD (1.5+ GHz)
Graphics Processing Unit Intel HD 4000 / AMD APU A4
RAM Memory 4GB
Operating System Windows (Vista/7/8/8.1/10) / OSX

What are the system requirements for the hardware?

iGo3D recommends the following hardware solutions:
Central Processing Unit Intel i3-i7 or equivalent AMD (2.5+ GHz)
Graphics Processing Unit GeForce GT 610+ / AMD R7 series+
RAM Memory 8GB+
Operating System Windows (7/8.1/10) / OSX

How much filament is included with the printer?

Each Zortrax 3D printer is delivered with one roll of filament.

Is software for creating 3D objects included in the scope of delivery?

No, design software must be purchased separately if required.

Is printing software included in the scope of delivery?

Yes. You can download the Z-Suite slicing software free of charge from the Zortrax website.