--- title: Carbon Support slug: carbon-support docTags: createdAt: 2024-06-29T01:12:47.971Z --- :::hint{type="info"} Do you have a damaged cassette? Submit a cassette return request form [here](https://support.carbon3d.com/s/create-case). Remember to have the [cassette serial number](docId:9TeKtfRzIWvPE6bmqbmTN) available. ::: # Contact Us Carbon is here to support you! There are a few ways to reach out for help: ::::VerticalSplit{layout="left"} :::VerticalSplitItem **EMAIL** ::: :::VerticalSplitItem [support@carbon3d.com](mailto\:support@carbon3d.com) ::: :::: ::::VerticalSplit{layout="left"} :::VerticalSplitItem **PHONE** ::: :::VerticalSplitItem **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 ::: :::: ::::VerticalSplit{layout="left"} :::VerticalSplitItem **PRINTER SOFTWARE** ::: :::VerticalSplitItem Click **REQUEST HELP** from your print screen - Please describe your problem in the **How may we help you?** field. - [Share your model](docId:1bT3mas8msvxq9CDza67C) with Carbon. This option is selected by default and is recommended for best results. You may uncheck this option for sensitive projects. ::Image[]{src="https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/K9E_Ee5h9PZsBa3OsSHqr_image.png" size="70" width="1680" height="912" position="flex-start" caption="Example print screen - accessed from the dashboard via Fleet Prints - View Print" alt="Example print screen - accessed from the dashboard via Fleet Prints - View Print" darkWidth="1680" darkHeight="912" showCaption="true"} ::: :::: :::hint{type="info"} 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. :::hint{type="success"} 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 ![](https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/AlYS4Ajna6lTDp1iBwQ1-_image.png) 1. **Print/Job ID** 2. **Resin** - Resin type - Lot Number - Expiration Date 3. **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 4. **Photos/Screenshot** 5. See specifics below per issue type ## Additional Information Please provide additional information for the specific error types below. ### Part Defect ::::VerticalSplit{layout="right"} :::VerticalSplitItem - **Photos **of the defect. - If possible, [identify your defect](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.** ::: :::VerticalSplitItem ![Example photo of a part defect](https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/_5xBCN-WJIU-cw1n536yM_unvented-hole-img-7485-edited-1500x.jpg "Example photo of a part defect") ::: :::: ### Hardware Errors ::::VerticalSplit{layout="right"} :::VerticalSplitItem - **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 ::: :::VerticalSplitItem ![](https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/CHk-P97JqA-vGC-0hfQUi_image.png) ::: :::: ### Software Errors ::::VerticalSplit{layout="right"} :::VerticalSplitItem - 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 ::: :::VerticalSplitItem ![](https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/7W8aAnnzKMwKZER-v8Dd8_image.png) ::: :::: ### Material Errors ::::VerticalSplit{layout="right"} :::VerticalSplitItem - **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 ::: :::VerticalSplitItem ![Lot number and expiration date displayed inside a cannister on a cartridge](https://api.archbee.com/api/optimize/3CesIL2dYMCHPZvRjp8S0/QwzNGbs0Z5bo7yFeBs0u4_image.png "Lot number and expiration date displayed inside a cannister on a cartridge") ::: ::::