If top layer damage has otherwise occurred, we recommend simply printing your models on an unaffected area of the build-plate to avoid print quality impact. If you have a hole in your build-plate or a deep scratch, this can affect the quality of the bottom layer if you print your model over the affected area. If damage to the top layer has occurred due to printer error, please send us your printer’s serial number (from the sticker on the back), your shipping address, and any relevant photos/videos of the printer’s errant behavior. Markings on the top layer – whether from filament, acetone, or light scratches – are common and usually no cause for concern, as these often have little to no impact on print quality If the damage has been done solely to the top layer, you often do not need to replace the build-plate. We do not recommend printing with filament this soft on the ZYYX+, as it has not been designed for such use. Please note that if the filament is flexible and softer than 60D on the Shore Hardness Scale, it may also become stuck in the filament monitor. If the filament is from another brand, we suggest contacting them about the issue. If the issue reappears and the filament is labelled as ZYYX, please send a photo of the filament spool/label, your shipping address and phone number, and we will send you a replacement roll. Please cut away roughly 80-100 cm of filament (taking care not to lose track of the end or let the filament become too loose on the spool!), and try again. If the thickness varied outside of the listed range, the filament may be out of specification.
If the cut or smoothness was not correct, please cut away that section of filament and try again. The end should be cut flat (not angled), the filament should be fresh and smooth (not wrinkled from going through the printhead), and the thickness should be consistent (1.7-1.8mm, if possible for you to measure). If you have only seen the problem on one or two filament rolls and can remove the filament from the monitor, please examine the part of the filament that was stuck. If you have experienced this issue across multiple filament rolls or cannot remove the filament from the filament monitor, please unscrew the monitor from the back of the printer (via the two screws you see on its top) and send us a clear photo of the inside via the form at the end of this page. The first step is to determine whether the problem is with the filament or the monitor itself.
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