Problem: Error message 14, 100 on display of Dimension 1200es
Background: Customer called into the support center in a panic because the machine would not print and displayed error 14, 100. Turning the machine off and on did not clear the message, and the operator had gone thru multiple power cycle start-ups only to see the machine halt each time it was ready to print.
Assessment: Troubleshooting for material behind the build plate platform or on the build tray (plastics tray)
The Fix: Questions about whether the user was trying to reuse old trays that she had used for other builds in the machine led to the discovery that during a previous build, there had been a failure and material had fallen down behind the build platform and she was also attempting to reuse trays where support had been in the previous build area. Instructing the user to carefully use a dental mirror or small hand mirror to look behind the build area into the screw and guide area (metal rods) behind the sheet metal holder of the build trays) to check for material that may have fallen down, the user did report some excess build materials, probably from an overflowing waste container. Additionally she was instructed to use a new build tray.
The user reported a successful start of print and completion of the build.
Conclusions – the call into to the support department (firstname.lastname@example.org) about the error allowed the user to draw on the experience of the support team and avoid an on-site visit and more down time. By openly communicating what had and hadn’t happened with the operation of the machine, assessment was quick and easy with the rapid return to an operations and building parts.
Additionally the user was reminded to do regular routine clean-up of the machine and use new build trays.