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CloudPrint: General Connectivity Troubleshooting

If you are experiencing connectivity stability issues in MakerBot Cloud Print, we’ve compiled some general troubleshooting steps that help you work through various components on the connectivity chain to ascertain whether or not they are causing instability.

 

Printer is OFFLINE / Printer not appearing in CloudPrint

Connectivity instability can manifest a few different ways: You may notice that your device is appearing Offline, or that it is not appearing in your workspace at all. If this is the case, please work through the troubleshooting below to resolve your issue.

1. Is your device connected to an enterprise network or otherwise a network that has firewalls or other security protocols active on it?

  1. If so, please checkthis pageand ensure that your network is set up in such a way that bilateral communication between your MakerBot device and our server domains is enabled. For most users this will look like connecting with your IT department and whitelisting the domains listed herein
  1. Once you have made the changes to your network, please log out and log back in to CloudPrint, and power cycle your device. Does your device show up as IDLE in CloudPrint now? If so, you are now connected.

2. If you have whitelisted our server domains or if you are on an open network and are still experiencing the issue, please remove the device from your workspace on the “WORKSPACE MANAGEMENT” tab of CloudPrint’s homescreen by selecting “MANAGE PRINTERS” and then selecting “DEAUTHORIZE PRINTER” under the device card for the device you are having issues with

  1. Once you have deauthorized the device, power-cycle your device and then select “ADD A PRINTER” in CloudPrint. Select the printer type and then enter the code that appears on your device’s screen.
  1. After a brief moment, your device should appear in CloudPrint as idle.

 

3. If your device did not appear as IDLE after re-authorizing the device, or if it moved to an OFFLINE status shortly thereafter, please navigate to SETTINGS>ADVANCED>RESET TO FACTORY SETTINGS. Please note that this will restore the device to its original factory state and you will need to complete the Guided Setup process again.

  1. As you work through the guided setup, please repeat the steps above to deauthorize your device form your workspace.

 

  1.  During the guided setup you will be prompted to enter your MakerBot account credentials and connect to your WiFi network. Once complete, your device should be authorized to Cloud Print.
 

4. If you are continuing to have issues after completing the above, please capture and send your device’s event logs by navigating to Settings>Advanced>Copy Logs to USB. You will need to have a USB drive inserted into the front of the device in order for these logs to copy. Once the logs are copied please open a case with MakerBot Support stating the issue in detail,  troubleshooting completed, browser type, operating system type, and printer serial, and we will explore the issue further.

 

CloudPrint in "IDLE" Status, Printer in "GETTING READY" Status

1.. If the issue you are experiencing is one where you are noticing that your printer is connected, but the readout in CloudPrint states that your MakerBot Printer is “Idle” but your printer is in a “Getting Ready” state, please power cycle the printer and attempt to resume the process you were attempting prior to the issue. If you continue the issue, please try steps 1-4 above. 

 

2. If you are continuing to experience the issue, please provide your the email address associated with your MakerBot Account. We will also require your Workspace ID and Printer ID. These are codes that are embedded into the URL of your workspace. In order to obtain these simply hover over the device card of the device you are having issues with and select "SEE PRINTER DETAILS". This will take you to the Printer Details page. Once here, copy and paste the URL from your Browser and include it with your email. The URL should look something like this "https://cloudprint.makerbot.com/workspace/f0eb89e0-1891-49de-b640-81a94bc71139/printers/23C1000B3C705902607B"