Can you share what videos did you have to take? I want to be ready, since contacting them seems to be a challenge for me. I have taken a video of the extruder assembly (gears) out, showing how they rotate freely and there is no obstruction. I also have a video of activating the extruder motor without the assembly, it just clicking, and then throwing the CM2788 error.
What other videos should I take?
I’ve been having similar issues since the new firmware. The solution is to revert your firmware to the last working one which is the November 1.1.0.65 version. That worked for me and I can now print again.
I have had all sorts of issues since switching to Creality Print 6. All of my PETG prints have had issues with constant error codes concerning filament clog (in which there were none) and retract issues, and CMS which have led to several failed prints. I have taken the extruder apart several times to find it clear with no clog. I also went through the CMS Unit and found nothing visable wrong. I decided to reprinted a succesful PETG file sliced with Creality Print 5 and everything went fine. this led me to reslice the faulty Creality 6 slices in Creality 5 and 1 print in but everything seems to be working fine. (One note: I haven’t had any issues printing with PLA). I’ll keep you posted.
I havent been using Creality Print 6, just 5. But all my issues so far have been with PETG filament after the latest update. Going back to the November firmware fixed the problems and I can now print PETG again without the error codes.
I have tried that firmware as well. Extrusion motor still won’t move.
try do a factory reset after installing new firmware switch off for 5 mins then do a calibration that seemed to work better for me after doing the factory reset …it will say to delete files 1 of them says g code …i deleted all of the options and started fresh all good so far …but noticed it wont do Pressure advance or flow but so far its printing rfid Pla…
btw still hit and mis with petg thats not rfid
Also physically remove power plug just in case any temp errors are held in memory. let 10 seconds elapse and plug back in. You never know.
Hi, My K2 is less than a week old and my extrusion motor has also just stopped working. Like others I thought it was clogged head and went through all the cleaning. It extrudes just fine when I apply pressure to the filament, but the motor just does not attempt to go. No errors other than a failed print.
No progress on my side either. I have tried the last firmware that I haven’t. Same issue. I can see that the extruder motor is not turning. I ah trying to contact live support on Facebook, WhatsApp, and phone. NOTHING.
I am THIS close to returning my printer to the store and asking for my money back.
Update: Phone support just hung up with an automated “Sorry, customer support is busy, please dial back later”
whats app just text bomb them they will get back to you +86 19007569370
I sent them a video showing me using the screen menu (axis/filament page) manually pressing the E (for extruder movement) and then panning to the Extruder, where I removed the front part, and one can see directly the motor gear (not moving)
And it has nothing to do with firmwares, power off, error codes( doesn’t throw any), it’s just dead.
I reached the chat support I think about 17:00 their local time.
In the meantime, they send me a video on how to replace the motor, and asked me if I could do that, of course I replied yes.
Seems I will be getting a replacement motor at some time.
To be able to print, I ordered me a bambulab A1 mini now, for all the times in the future when the K2 is under repair…
I think the A1 will be here before the motor…
I am texting them … I just get their automated reply:
Dear users, at this moment it is our non-working hours. If you need support, please leave a message and your e-mail address. We will contact you as soon as possible after the start of the work to take care of your problem!Agents are temporarily offline or during breaks, please briefly explain your problem and leave your email address and order number or a screenshot of the orderPlease note that the email address is important, so please provide it.Once again, the e-mail address is importantWe will quickly solve your questions and needs via email!
Of course they have all my info. I even have a ticket number from the “human service” session. Still not emails from them. Zero.
I tried the US phone number and it hangs up after a few minutes.
I need your formula to contact them.
I have the EXACT SAME situation, and I have tried ALL of the firmwares. If these motors were available after market, I would have bought one already and replaced.
I powered off my printer and when it restarted I noticed an error CM2784 had been logged. On reading about that code it suggested the motor control had been disengaged by the system to protect it. I did a full recalibration and then extruder action and the motor started working again.
I think Creality need to put in a motor reset menu item in as part of the resume failed print process as I could have rescued my print if I had not had to cold restart
Can you detail the steps, step by step? Did you use the console, did you use Fluidd ?
What firmware?
I really want to like this printer… but so far it has been 5 days since unboxing… and NOTHING.
Well I tried the same. My motor went out with the old firmware.
Tried the new firmware
Tried the full calibration after
Still, motor dead without any error codes
Emails to cs@creality.com got answered after 2-5 days each time.
Chat, try contacting them at normal Shenzhen/China business ours
Considering the price I paid (899 presale) I will(have to) do everything to make this thing work.
Hey @DerekA , Can you detail the steps, step by step? Did you use the console, did you use Fluidd ? What firmware?
Firmware is 1.1.1.7
After following process for cleaning clogged nozzle and jammed extruder, which included removing nozzle and extruder front, not the motor just the gears. Once I was sure all was clean, I tried the extrude menu a few times with and without filament and with and without manual feed pressure. Only time any extrusion was with firm manual pressure, at no time did the motor attempt to move itself. I gave up and powered off for about 5 hours.
After power up, I used menu to initiate full auto detect/calibration without any filament loaded, then carefully offered up the filament while in extrude mode and after a few push pull of the filament in and out of the extruder, the motor started up and pulled in the filament
I did not use the fluidd interface, just the machine control panel.
Tried this.
Nozzle heated, filament is in and I can move it and the gears move because of that (not because of motor)
Then I hit the E(extruder) movement buttons, and immediately the motor locks up, and I can not move the filament anymore.
Only once I press the “release motors” button, motor unlocks itself and I can move the filament again.
So, cool that it worked in your case but not for everybody…