Carbon Support

do you have a damaged cassette? submit a cassette return request form here remember to have the cassette serial number available contact us carbon is here to support you! there are a few ways to reach out for help email support\@carbon3d com phone north america 1 (650) 285 6307 extension 2 6 00 am 5 00 pm pst germany +49 6102 5790849 08 00 17 00 gmt +2 uk +44 (0) 2082 647484 08 00 17 00 gmt printer software click request help request help from your print screen please describe your problem in the how may we help you? field navigation and options docid 1bt3mas8msvxq9cdza67c with carbon this option is selected by default and is recommended for best results you may uncheck this option for sensitive projects refer to the next section to see what information you should have prepared when contacting carbon support and where you can find it, depending on your support needs if you do not see information for your specific problem, please provide all relevant information and we will help you information for carbon support first, you may reference part defects docid\ ppm8gmegcy 0fkfwgtcyj to self identify your issue and follow the suggested steps to mitigate it if the issue persists or you require more guidance, sharing the steps you have already taken with the support team may facilitate faster resolution the more information you are able to provide to our customer support team, the more likely we will be able to solve your issue quickly all issues for any issue or problem you are experiencing, provide the following information providing detailed information will empower carbon support to give you the best experience possible print related information print/job id resin resin type lot number expiration date share model (optional) recommended so the support team can assess your build layout, part orientation & supports use checkbox to share model from view print page or export a carbon file from the project page photos/screenshot see specifics below per issue type additional information please provide additional information for the specific error types below part defect photos of the defect if possible, part defects docid\ ppm8gmegcy 0fkfwgtcyj by looking through the defect library if you have already identified the part defect and taken steps to solve it, please describe the steps example photo of a part defect hardware errors photos of alert on the printer/washer display and/or hardware component (if defect is visible) serial number of relevant hardware components description of problem hardware component print history (new, used daily, error showing up for multiple prints, etc ) describe any of the troubleshooting steps you have already taken to solve the problem software errors software version number note that if you are not on the most recent software release or current version lock, the first troubleshooting step will be a software update screenshot of software error message description of problem describe any of the troubleshooting steps you have already taken to solve the problem material errors resin lot number expiration date photos of defective packaging or part defect description of resin storage conditions temperature description of problem describe any of the troubleshooting steps you have already taken to solve the problem lot number and expiration date displayed inside a cannister on a cartridge