How to get help

Most of the time spent on support is to get the right information from the user so we can verify the situation and provide help. To make sure you get the best and quickest help, we created this survey to get as much key information for printing as possible so that we can provide the correct solution and spot any issues you may have in your setup in addition to the issues you reported. Any photos of failed prints or issues, even if the failed object is still on the plate or in the vat, is very helpful.

Here is the official support survey guide.

Self-help

Hardware Troubleshooting guide

Print troubleshooting

Frequently asked questions (need updates)

Hardware, please follow it in order
H1. Does the power adapter LED lights up?
If not, then please check the cable connection to the socket, between the adapter and the cable. If LED still does not light up, please reach out to your seller.

H2. Does the Phenom Turned on?
If not, please use this guide to check power connections.

H3. Does the Touch Panel work?
If not, please use this guide to check.

H4. Does the printing LCD Panel show rectangle when running calibration?
If not, use this guide to check the connection and the screen.

H5. When you select home function, does the build plate comes all the way down to the panel level?
If not, make sure you run the leveling in Step 9 of the setup guide.

Printing P1. What type of resin? Resin plays a big role in the printing success rate. Each resin has a different ability to withstand the peel force and stick to the build plate. While Phenom allows users to set custom exposure settings, many of the resins on the market are untested, so when in doubt or if you are new to resin printing, stick with Deft resin. Resins made for laser SLA or DLP printers are also unlikely to work for Phenom even if it is designed for 405nm light source. And lastly, many resins designed for small format LCD/MSLA printers released too much heat and can degrade LCD lifespan quicker than expected. —- 2. What software to slice and generate support? 3. What exposure profile? What is the layer height, Layer exposure time? Bottom Layer Exposure Time, Life distance. 4. Does print stick to the plate? Or does it break off halfway? Please describe if print fails 5. Share your model setup screenshot? 6. What is the wall thickness? 7. How many drain holes? 8. What is the environment temperature? Is there a heater setup? 9. Does the printer make loud noise during layer change