Stratasys 3D Printer Support

3D Printer Support

Technical Support

  • 7AM – 7PM Central Time
  • Monday - Friday

Do you have questions about your 3D Printer, Materials, Software, or Service? If so, our Applications Engineers and Field Service team are here to help. When purchasing a 3D Printer from CATI, you have the option to purchase a service contract along with your 3D Printer.  3D Printer service contracts include:

  • Technical Support – Phone and Email
  • Access to our Customer Portal
  • Software Updates
  • On-site Service and Replacement Parts

Although we don’t anticipate equipment issues, we do know they can happen. You can feel comfortable knowing that our team of experts are here to assist you with all of your support, service, and maintenance needs.

Computer Aided Technology (CATI) currently supports 3D Printer Customers for Stratasys (FDM, PolyJet, SAF, P3, and Stereolithography) 3D Printers.

Important Restart Procedure for PolyJet Systems

As a customer of CATI, we want to support your efforts to restart your 3D printing operations that may have been shut down due to the COVID-19 crisis. Please see below for restart instructions for PolyJet systems. There are two processes presented that, depending on how the printers were shut down, will assist you in getting started again.
If you have any questions on this process, the CATI support team can walk you through the procedure. Please call us at 1-888-285-2284.

3D Printer Support

Important Restart Procedure for Polyjet Systems

As a customer of CATI, we want to support your efforts to restart your 3D printing operations that may have been shut down due to the COVID-19 crisis. Please see below for restart instructions for Polyjet systems. There are two processes presented that, depending on how the printers were shut down, will assist you in getting started again.
If you have any questions on this process, the CATI support team can walk you through the procedure. Please call us at 1-888-285-2284.

  • Polyjet printers that WERE NOT turned off using the shutdown wizard.

    Complete a full visual inspection of the printer to include the following

    a. Verify power is available

    i. Plugged directly into the wall or

    ii. Plugged into a UPS that is plugged into the wall

    b. Inspect all model material and support material canisters for expiration dates

    i. Do not use expired model or support material

    c. Ensure that there is nothing on the tray, and any object is removed prior to start up

    Power up the printer and the host computer

    a. Verify that both computers boot up to the login screen or open up Windows

    b. Open the printer application window

    i. Verify that the printer application opens correctly and that the model and support material are available

    c. On the host computer, open Objet Studio or GrabCad (whichever software you use)

    i. Verify that the application opens correctly

    Clear out the old material that has been sitting in the block by running 3 purges

    a. This can be done by pressing the F4 button or using the Options pull down menu

    If you had filled the printer with cleaning solution prior to shut down, open the Material Replacement Wizard in the Options menu and follow the steps in the wizard to load desired materials.

    Run the Heads Cleaning service wizard

    Check the status of your print heads

    a. Eden/Connex/Objet – run the weights test in the mode that you most often use (record the number of missing)

    b. J8/7 Series – run a dynamic nozzle test (run the full test, no test print needed)

    Eden/Connex/Objet – run a test print for at least 30 minutes

  • Polyjet printers that WERE turned off using the shutdown wizard

    Complete a full visual inspection of the printer to include the following

    a. Verify power is available

    i. Plugged directly into the wall or

    ii. Plugged into a UPS that is plugged into the wall

    b. Inspect all model material and support material canisters for expiration dates

    i. Do not use expired model or support material

    c. Ensure that there is nothing on the tray and any object is removed prior to start up

    Power up the printer and the host computer

    a. Verify that both computers boot to the login screen or opens up Windows

    b. Open the printer application window

    i. Verify that the printer application opens correctly

    c. On the host open Objet Studio or GrabCad (whichever software you use)

    i. Verify that the application opens correctly

    If you filled the printer with cleaning solution before shut down, open the Material Replacement Wizard from the Options pull menu and follow the steps in the wizard to load the desired materials.

    Run the Heads Cleaning service wizard

    Check the status of your print heads

    a. Eden/Connex/Objet – run the weights test in the mode that you most often use (record the number of missing)

    b. J8/7 Series – run a dynamic nozzle test (run the full test, no test print needed)

    Eden/Connex/Objet – run a test print for at least 30 minutes

Material Recycling and Defective Material

CATI Customer Portal

You can access our customer support system anytime to initiate a new Support Question or check on the status and update an existing call. You also have access to view license information, CATI custom Support videos. You can also view the CATI training schedule and register for classes.
Visit the CATI Customer Portal >>

3D Printer Support