Here are some of the most frequently asked questions we receive when users are first learning their new Ultimaker+ machine.
Why doesn't my packaging match the Ultimaker app/website?
Your printer was assembled by hand in the USA by fbrc8. Due to the increased shipping distances in North America, printers produced in the USA are packaged in different packaging from that which is used in Europe. These differences in packaging (for example, a larger box, and no belt around the foam pieces) are there to ensure that we have done everything in our power to make sure your printer arrives to you safely. For more information about the USA packaging, please see our packaging instructions here.
Is my nozzle an Olsson block?
Yes. The original nozzle assembly on the Ultimaker 2+/2+ Extended is an Olsson block. Additional nozzle tips and tools are located in the accessory bag in the bottom of the box. The tip that arrives already installed in your printer is the .4mm.
I tried to update my firmware and all the lights went off. Is my printer broken?
No. During a firmware update, your LED lights, screen, and button light will all go off and you'll hear a slight "thunk" sound. After a short period (less than a minute) the lights should all come back on, and your printer will start back up.
The front corners aren't responding to the button during bed leveling. Is my bed (or button) broken?
No. The front left and front right corners are meant to be adjusted by the thumbscrew below the heavy metal base plate. If you turn the thumbscrews to adjust the tension of the spring, you will be able to make all three leveling points on the bed equal.
Filament isn't coming out during the loading process. Is my nozzle clogged?
No. If you've loaded the filament, and nothing is coming out during the loading process, but you hear a ticketing noise, the edge of your filament may be catching on the white PTFE coupler. Try rotating the bowden tube a little just above the printhead. If rotating it does not resolve the issue, don't worry; hit Continue anyway. It will take you into the menu to do your first print; do not do this yet. Back out of that menu and go to Maintenance --> Advanced --> Move Material. Rotate the button on the front of the machine counterclockwise to back the filament up a few millimeters, and then rotate it clockwise until the filament begins to come out. Do not rotate the button too quickly. To help prevent this issue from occurring, you can cut the filament at an angle before loading.
Filament isn't coming out during my first print, but it came out during the loading process. Is my nozzle clogged?
No. If filament came out during the loading process but isn't coming out when you start your first print, then the filament got ground down when you loaded the material. This can happen if you wait too long to switch from the slow loading process to the fast loading. Detailed instructions regarding this issue can be found here.
Why is the filament coming out of my machine, not the same color as the filament I've just loaded?
There is always a little residual filament left in the nozzle after a print. We print with all of our machines before they leave our facility to ensure they function properly, so when you first go to print, you will find a little of this material coming out of the nozzle before whatever filament you've inserted.
There's a bag in the bottom of my box. What is it for?
Every Ultimaker 2+ and 2+ Extended comes with an accessory pack. This includes a USB cord (for updating firmware), 3 allen keys (for any adjustments you need to make), green Magnalube (to grease the Z-screw which moves the bed), an Olsson block nozzle pack, and a gluestick. The gluestick is usually not needed for PLA prints, but specific instructions are in the bag. The Olsson block nozzle pack includes a .25mm nozzle, .6mm nozzle, .8mm nozzle, a small Phillip's head screwdriver, and a small wrench.
How do I know which allen key to use when working on my machine?
Smallest (1.5mm): This allen key is not needed for the 2+ or 2+ Extended.
Middle (2mm): With one exception, all hex screws use this allen key.
Largest (2.5mm): This allen key is only used on the flange bearings hidden behind the table cover.
My Ultimaker 2 came with a hot end pack. Why doesn't my 2+ have one?
The Ultimaker 2+/Extended+ don't use the same nozzle assembly. Instead of a hot end pack, you have the Olsson kit which contains the tools and additional nozzle tips for your Olsson block.
How should I store my filament?
Different types of filament have varying degrees of sensitivity to humidity. However, as a good rule of them, you should keep unused filament in a bag or container, preferably with silica packs or a reusable dehumidifying pack.
How do I remove the Bowden tube?
Remove the blue clip that sits under the white collet at the end of the tube by sliding it out sideways, then push the collet down while pulling up on the tube.
Where is my serial number?
The serial number is located on the underside of the machine, between the display cover and electronics cover.
Why can't I check the firmware version on my 2+ Extended?
In the early versions of the firmware, there is a flaw that prevents users from checking the version on the 2+ Extended. The good news is that you just need a firmware update. Download the current version of Cura from Ultimaker, connect your printer to your computer using the USB cable that arrived in your accessory bag, and install the default firmware.
Do I need to keep my packaging?
Yes. On the chance that a printer may ever need to be moved or come in for warranty repair work, it needs to be repacked in it's original packaging, as per Ultimaker's warranty page.
How do I put my printer back in its box?
See our packing article for detailed instructions and photos: UM2/Extended.
I've worked with an Ultimaker 2 before. This machine is making different noises. Is it defective?
No. Due to the changes in the feeder on this model, the printer does make different noises during the loading process than you'd be accustomed to hearing on the Ultimaker 2 family of machines. It's perfectly normal.
When I change material, the end of my filament is rough and has teeth marks. Is this normal?
All filament that has been through the feeder will have teeth marks. The teeth on the sleeve in the feeder assembly grip the filament to move it through the tube. A length of filament in the original round diameter but with teeth marks is normal.
If the length of filament that is ejected from your machine is flat on one side, has craters, or has debris flaking off, cut the damaged filament from your supply before reloading.
There's filament in my feeder. How do I take it apart and get it out?
Do not take it apart. This feeder is designed as an assembled unit, and should not be taken apart. If there's a small disconnected piece of filament in your feeder, pushing up on the white tab on the outside of the feeder housing will release it and it should drop through the bottom. If there's a small bit of plastic in your feeder, but it still has a thin tail attached inside the bowden tube, slide the blue clip out sideways and push down on the white collet while pulling up on the bowden tube.
How can I tell if my bowden tube is seated down all the way after I've taken it out and put it back?
When we assemble your printer, we make sure to see the bowden tube down all the way. When the tube is seated, the collet will leave slight marks on it. If you've put the bowden tube back in as far as it was seated in the factory, the marks on the tube should disappear. If it's not in all the way, you'll see them sticking out over the top of the collet.
Do the instructions on your site for changing parts out also apply to the 2+?
Many of the instructions we have available for installing parts on the machine do apply both to the 2 family of machines as well as the 2+ family, but all pages are specifically labeled to indicate which machines they apply to.
Are Ultimaker 2 spare parts compatible with my 2+?
This is going to vary depending on the part in question. For example, the belts and motors on the 2 are identical to the 2+. However, the 2+ has a more powerful heater and a different temp sensor than the Ultimaker 2. We will have all the spare parts on our webstore labeled for which machines they are compatible with, but if you have any questions, please feel free to email Support@fbrc8.com.
Can I set my printer on its back to do maintenance?
Setting your printer on its back will not damage the standard feeder. Make sure your machine is unplugged before leaning it back. In order to avoid damage to the panel, you may want to lay down a clean piece or cardboard or a towel.