I have a K2 Plus with less than 72 hours of print time. All was going well until I turned power off for a few days (vacation travel). When I turned the power back on I got a 2798-e error. Cycled power and checked all cable connections (including removing back panel and checking main board). No visible problems or loose connections. Sent email to Creality Service and at same time order a replacement extruder server motor through Amazon’s Creality Store. Replacing the motor did NOT solve the problem. Got hold of Creality through Chat and they asked for the logs. Downloaded and sent them the logs (they’re encrypted from the machine itself so you cant read them) via a Tech Ticket opened during the chat. Now the ticket shows closed and my printer still has the error! Any recommendations?
Hello !
Have you checked this link :
CM2798 | Creality Wiki
As replacing the motor did not solve this issue, I fear it may be an issue from the motherboard or the toolboard…
To contact Creality, you can also try via Whatsapp or by mail (longer but always working well)
I did chat with Creality tech services via the chat after sending the logs file to them. The service person indicated that even though the ticket shows closed, I can always add to the ticket and it will reopen. I also received an email from Creality that asked to confirm my mailing address as they are sending a replacement part. The email did not indicate what the part was but did indicate it should arrive in 10-15 business days. The tech service person did confirm that a replacement main cable is being sent. They also provided a picture of it in the chat. The cable is the one from the printhead to a board on the upper inside of the printer (its the one in the plastic ‘snake’ harness). It carries all power and signal info to/from the printhead. There could be a break somewhere in that cable, but there are no visible signs of a break or any damage. I’ll give an update once I get the cable.
I must give kudos to Creality Tech Support that answer via the chat. Professional and helpful!
Soooo, the cable arrived. Took 10 days to arrive so well within the timeline quoted. Replaced the supposed bad cable with the new one. It did NOT solve the problem. Contacted support. Chatted with someone that was non-technical (based on the dialog we had). In the end, they will get someone from tech services to send me an email…so now I wait for the next step which I’m guessing is either a new print head board or the board the print head connects to located on the upper right of the print chamber. Having bought this printer in August ‘25 and having less than 70 hours (less than 3 days!) of actual print time to still be waiting for a fix is getting quite disappointing and frustrating.