Has anyone gotten any definitive resolution from Customer Support on this? I’m still waiting on an email reply from them after I sent in the info they requested. I also cant get in touch with anyone on the phone. I’d like to at least get a better idea of what the problem is and what a fix would be. Also, if this requires a new part, how long before Creality can send it. As of now I cant print, so the printer is basically just not working and useless. Up until the last update it was working great and no issues with my PETG filament.
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Printing PETG without these issues, but, I had to slow evrrything down quite a lot for most prints. Overhangs, just 45° can be a problem. Possibly too much fan is actually stopping filament layers bonding, that or simply not hot enough hot end heat for the speed (90-110) . A work in progress for sure!
I finally got a hold of them on their WhatsApp support number. I made sure to be ready at their UTC+8 starting business time. Sent them order # pictures, my troubleshooting steps (firmware #s etc), a picture of the console display with the CM2788, and a couple of videos showing that there were no blockages in the extruder gear and nozzle, and of trying to manually activate the servo with the corresponding CM2788 result.
They send me a new extruder motor, which takes 10 days to arrive to the US from Shenzhen.
I have read on reddit that people have not had luck replacing it, which makes me very depressed being this my very first 3D printer, and my first Creality product experience.
I truly think that Creality needs to make a list of people affected by this situation and replace their printers ASAP before this becomes a Public Relations nightmare, especially with Bambu Labs watching carefully this disaster.
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Thank you, this is useful info. I’ll try to reach them like you did. I did watch a video about replacing the extruder and it doesnt look that hard. I really dont want a new printer, but it’d be nice if they sent me a new extruder and motor. At least I think the issue is there somewhere and rather then spending weeks or months replacing a bit at a time until the issue is fixed, I’d like to just replace that whole assembly.
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Dear all, I got also recently CM2789 and CM2784 errors, but with normal PLA and Creality Hyper-PLA (which I use always for testing). I could not find a clog in extruder but had problems with retracting filament after cutting and also these extrusion errors.
When I removed extruder shell and tried to clean everything I have seen that cutter (it is on the bottom of the extruder shell) was not moving back itself after cutting (it’s pulled back by a magnet to home position normally)!
I removed cutter (just slide it out and remind which way it was in), cleaned up the cutter rail from small filament parts and added in cutter again. When testing now the cutter moved back to it’s home position easily and the extruder was working again normally!
If the cutter does not go back the extruder pushes the filament onto cutter knife and not into extruder and therefore it fails extruding!
Check your extruder/cutter if you can resole some problems as well!
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Unfortunately that’s not my issue. My cutter is fine.
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Thanks for your troubleshooting. My cutter is fine and it moves with the magnet and the side pushrod as expected. Problem definitely lies somewhere else.
OK everyone: I GAVE UP. CM2788 got the best of me. Congratrulations Creality.
I am in the process of returning the printer to the vendor (not Creality store), since I am at the end of the window to do so.
I might give the K2+ another chance this time through amazon, since their return window is 30 days.
I will keep everyone posted
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Can’t keep a good man down 
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Same issue here… Printed fine for a week, all with hyper pla. First issue was with first pteg print. I bought a whole new hot end and changed it. Tried printing with hyper pla and printed about 10 layers and stopping. I can manually extrude with the push rod. Gears are fine. Just found this and was hoping someone had found a solution. I updated firmware at some point but don’t remember when that was in the process.
it seems like the manual reset and firmware reverting, are temporary fixes until the system notices any type of issue even incorrect ones With the pressure. That’s likely why it happens more with pteg. However, once the issue isn’t there anymore, it is Not properly, allowing the extruder motor to activate again Once the code is cleared.
I’m thinking their software says oh no something’s wrong cut off power to the extruder motor. but once you go back in and fix, whatever is wrong, it never sends the signal to say all right. Everything is good now you can start sending power to the extruder motor again and the only way to clear that flag and allow our power back to the extruder motor is to do a full reset of some sort.
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I am having similar issues as well. In fact, I just printed the calibration flow pass 1, which had a CM2784 error for the extruder halfway. I examined the hotend and it seemed fine so I let it resume, which it had done successfully.
Everything was massively overextruded except -15 and -20.
Put the -15 value into the formula, made a new filament profile with the flow ratio which was now 0.8075, and then went to print pass 2.
Nothing is extruding and calls to extrude via the menu do not change anything. Trying to retract and re-extrude the filament does not work.
I’ve disassembled the extruder twice, now, and it seems to be working correctly otherwise.
Update: I have successfully printed the firmware-provided Benchy on the new printer. 14 minutes to a glorious white PLA boat!
This printer came in with the V57 firmware from factory. I will be away from my printer for 2 days, but I will continue my testing then.
Question to all: Should we build a list of K2+ serial numbers so that Creality can track these issues better?
My printer was a stand alone K2+ both times. Not the combo. The serial number of both units are very different. I can even see some differences in parts (extruder gears have a different decoration, for example). I am just looking for ways to help the community of people stuck in this problem, since I understand that not everybody can do what I did (i.e. buy a new one and return the non-working one)
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Yes, please do. It might help
Same issue here… Tried everything and nothing helps
Did some tests. Turned off printer and let rest overnight. In the morning I turned it on and tried to print an object… default settings all around for slicing and filament type, temp, etc. The object printed successfully twice, with excellent quality. Then I tried a third time and it failed after the first layer. What DID print, the first layer, looked flawless. No issue whatsoever. This time I got error CM2788 “e step-servo issue”. I then tried to manually extrude filament to see what the extruder gears were doing. When it got up to temperature and started trying to extrude, the gears did not move at all… and so of course, no extrusion.
This must be either the motor, or the electronics that govern the motor. At least that’s my current opinion based on what I’m seeing. I have sent all this info along with photos and a video showing the extruder gears doing nothing to Creality Customer Support. Still waiting for a resolution. I dont want to return the printer because it’s really good, but I still cant reliably print and this is a very expensive printer. It should not break with just a couple weeks of mild use.
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I am still on travel and unable to run my own tests. I successfully printed a benchy (hurray!) on PLA. My next test will be with some PETG. I am starting to think that the CM2788 might be a thermal issue. have you seen the motor on the left side of the nozzle stopped?
It will also be interesting to force the Extruder Fan to 100% all the time. It might be that the fan is not turning on, therefore the circuit behind the motor is overheating. if this is the case, I wonder how long will it last until the thermal damage is permanent. Turn the fan ON in the Fluidd interface.
After a cold restart., turn the extruder motor ON in Fluidd. Full 100%. See if the build lasts longer.
I’ve had this problem for a bit over two weeks. I sent videos, pictures and the error log and Creality’s reply was that they didn’t know if it was the extruder or the hotend so they would send me parts. Well, it was plural ‘parts’, it was just the hotend. And no surprise, it didn’t fix anything. I told them numerous times that the hotend nozzle was clear, the hotend was heating (sent pics of the temperatures) and a video of the extruder motor not working. It’s frustrating because I’ve been trying for a few days to see where we go from here but so far no replies on Whatsapp (I know, it’s the weekend but I started Thursday). It seems like way too many of us are having this issue and I would have thought Creality would want to nail this down so they don’t send unnecessary parts. I’ve been down almost three weeks, that’s more time than I spent printing and it is frustrating to spend so much money for printer I can’t use. I’ve had an A1 for a year so at least I can still print. In the year with it I haven’t had one down day.
I also told Creality that my display isn’t working correctly. On the Axis page, after homing, the X, Y, Z and E buttons don’t do anything. After three weeks Creality still hasn’t even attempted to address the display. I don’t have experience with Creality, the K2 is my first printer from them. There is a lot of promise to the printer and when it was working it was working great. I’m not a fan of fix one thing at a time, it just means I’ll be down that much longer. Maybe I need to get on chat more than once a day.
Who ever comes up with the fix first should get a prize, a truck load of filament maybe?
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did you factory reset after firmware update …gives option to clear out old g code that could be the problem …i did this and 90% of my probs are gone …dont get me wrong i still get some errors but nowhere near the errors i was getting before factory reset… the errors im getting are with generic profiles…but getting better as i amend the profiles