Hello New Matter, I am writing today about a recent filament jam I had when printing my "Melt Ink" Neon Blue PLA Filament. I have been printing tons of things recently and suddenly it jammed while unattended and got to 50% before I noticed. No filament had come out at all. I don't know if it is clogged in the printer head, or the chassis. When I load the filament according to your new method to bypass the unload feature, it doesn't come out the front and just says please insert filament. I am really sad since this is the second time this has happened to me and my warranty is probably expired, so I am dreading the possibility of a pricey fix to my beloved 3D printer. Also, a minor complaint, Why isn't the filament jam on the FAQ? This doesn't make sense to me since this is an apparently frequent problem. Also there are no instructions on what to do when the aforementioned unload filament procedure goes wrong, so I ended up unplugging my printer altogether due to a lack of instructions. Please respond ASAP since I don't want to suffer any damage to my printer.
This is Nick with New Matter support. Thank you for reaching out, and I’m sorry to hear that you are having some trouble with your MOD-t.
There are a variety of things that might have caused this to happen. There may be something about the filament that is incompatible with the MOD-t, it may have been loaded improperly, there could be damage to your extruder motor, or your MOD-t’s hot end might have failed. With so many possibilities, it would be difficult to troubleshoot this issue via the message boards.
If at all possible, I might suggest that you place a call to tech support the next time you have a few minutes and access to your MOD-t. We are available by phone M-F 9am-6pm Pacific time at (866) 949-8722.
Should you wish to continue troubleshooting via email, that’s fine too, but I do often find that these kinds of issues can be solved much more quickly over the phone where we can work together to suss out the problem and troubleshoot in real time. Should you wish to reach us by email, please write to firstname.lastname@example.org.
Thank you so much,
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