That’s almost certainly the black cable on the lid. Support will probably ask for clear pictures of each connector it slots into. If that checks out, they will need to send a replacement.
if there is anything specific i need to photograph or test let me know. i shot these with the machine off. when on the lights come on like normal and i don’t notice anything different other than the head not moving.
does anyone know how long it usually takes for them to respond to a ticket? im mid project and id like to know how far i need to push back my deadlines.
Currently they’re usually responding within 24 hours. That doesn’t mean your issue will be fixed in 24 hours, though, since it depends on what needs to happen to fix it.
I’m sorry that your unit is getting stuck while centering the print head. Thank you for providing detailed information regarding what you’ve already checked along with photos. I also extracted the logs from your unit to take a closer look.
Since everything is connected properly, it’s likely that the black cable on the lid has a problem. I’d like to send you a replacement for that cable, so I’ll be in touch via email shortly to sort out the details.