The material failed to load wizard

This wizard has shown up because your Pro Bundle detected a problem when loading the material. This could have happened when starting a new print job or when switching to a new spool mid-print.

Note: This troubleshooting wizard for end-of-filament scenarios was first implemented in firmware 5.8.2. Since firmware 7.0, this process also appears when starting a new print job. If you are still seeing other error messages, such as ER52, ER54, or ER56, please update the firmware.

The loading wizard has a few troubleshooting screens. While in the Remove filament from extrusion train screen, the stepper motor of the bay where the loading error happened is disabled. That means it is possible to manually remove the filament, by pulling it back from the Material Station entry port. If needed, you can then feed a different piece of filament in to remove broken pieces that may have been left in the system.

Danger: Never remove the side panels of the material station to investigate the internals. Follow the steps in this guide. When this does not succeed, please contact Ultimaker support.

Note: These troubleshooting steps should be done while the Remove filament from extrusion train screen is active. Unlike the instructions for removing broken material, it is not necessary to power off the Ultimaker S5 Pro Bundle.

Identify why loading failed

The first thing to do is identify where in the extrusion train the loading failed. Identify whether the filament is:

load_material_issue_wizard3.jpg

1. Visible past the Ultimaker S5 feeder

2. Visible in the Ultimaker S5 feeder, but not past it
3. Visible past the decoupler, but before the Ultimaker S5 feeder
4. Visible in the decoupler with the decoupler extended
5. Visible in the decoupler with the decoupler not extended
6. Not visible in the back of the Pro Bundle

 

Click the scenario below that applies to your situation for troubleshooting tips and advice to resolve the material loading problem:

1. Visible past the Ultimaker S5 feeder

If the filament is past the Ultimaker S5 feeder, but it has not reached the print head:

  • Check that the feeder lever is closed. If the feeder lever was accidentally left open, the feeder cannot pick up the filament. Make sure to always close the lever after opening it
  • Check that the decoupler is fully retracted. The decoupler should be in a fully retracted state. This means that the slider should be fully pushed down, towards the decoupler.
  • Manually unload the material and check for grinds. If part of the filament was ground down by the feeder or prefeeder, cut it off above the damaged part. Ensure it has a good pointy tip, according to the image in the General guidelines. Next, clean the feeder to remove any material debris before restarting the print.
  • Recover the Material Station bay and re-load your filament. Wait until the wizard bay recovery step is complete before pre-loading your filament again.

To prevent this issue from happening in the future, please refer to our general printing guidelines.

2. Visible in the Ultimaker S5 feeder, but not past it

If you can see the filament enter the feeder, but not exit it, check the following:

  • Ensure that there is no obstruction of the decoupler. Remove any external objects that may be interfering with the decoupler or cables that may be tangled to the Bowden tubes. The Bowden tubes from the decoupler must be able to move freely and should not be secured to each other or the Air Manager cable.
  • Check that the decoupler is fully extended. If the decoupler is fully extended, and the filament gets stuck at the Ultimaker S5 feeder, you may need to clean the Ultimaker S5 feeder.
  • Manually unload the material and check for grinds. If part of the filament was ground down by the feeder or prefeeder, cut it off above the damaged part. Ensure it has a good pointy tip, according to the image in the General guidelines. Next, clean the feeder to remove any material debris before restarting the print.
  • Recover the Material Station bay and re-load your filament. Wait until the wizard bay recovery step is complete before pre-loading your filament again.

To prevent this issue from happening in the future, please refer to our general printing guidelines.

3. Visible past the decoupler, but before the Ultimaker S5 feeder

In this scenario, the filament has gotten past the decoupler and is visible in the Bowden tube, but it has not yet reached the Ultimaker S5 feeder. Please check the following:

  • Check that the Bowden tube is securely inserted. If the Bowden tube has slipped out of the decoupler, the material will not reach the feeder. Fully push the tube into the decoupler's slider and secure it with the clamp clip. If the tube slips out easily when applying pressure, check this page for more information.
  • Check the Bowden tubes for damage. There may be internal damage or bend marks inside the Bowden tubes. This could lead to excessive friction on the filament or preventing correct loading. If that seems to be the case, please raise a support ticket for assistance
  • Check for broken pieces of filament. If there is broken filament somewhere in the system, clean the Bowden tubes by manually pushing filament through. Remove the Bowden tube from the bottom of the feeder, insert new material into the entry port, and push it all the way through.
  • Manually unload the material and check for grinds. If part of the filament was ground down by the prefeeder, cut it off above the damaged part. Ensure it has a good pointy tip, according to the image in the General guidelines.
  • Recover the Material Station bay and re-load your filament. Wait until the wizard bay recovery step is complete before pre-loading your filament again.

Note: It is not normally recommended to remove the Bowden tubes from the decoupler end when troubleshooting or removing broken filament. Always disassemble the Bowden connected to the Ultimaker S5 feeder.

4. Visible in the decoupler - Decoupler extended

Follow these steps when you can see that the material has entered the decoupler, and the slider is fully extended:

  • Ensure that there is no obstruction of the decoupler. Remove any external objects that may be interfering with the decoupler or cables that may be tangled to the Bowden tubes. The Bowden tubes from the decoupler must be able to move freely and should not be secured to each other or the Air Manager cable.
  • Check if the Bowden tube is fully inserted. If the Bowden on the upper side of the decoupler is not fully inserted, it can create a gap where the filament can get stuck. The filament can also get caught on the tube coupling collet if the Bowden tube has slipped out completely. Fully push the tube into the decoupler's slider and secure it with the clamp clip. If the tube slips out easily when applying pressure, check this page for more information.
  • Manually unload the material and check for grinds. If part of the filament was ground down by the prefeeder, cut it off above the damaged part. Ensure it has a good pointy tip, according to the image in the General guidelines.
  • Recover the Material Station bay and re-load your filament. Wait until the wizard bay recovery step is complete before pre-loading your filament again.

To prevent this issue from happening in the future, please refer to our general printing guidelines.

5. Visible in the decoupler - Decoupler not extended

Follow these steps when you can see that the material has entered the decoupler, but the slider is not extended:

  • Ensure that there is no obstruction of the decoupler. Remove any external objects that may be interfering with the decoupler or cables that may be tangled to the Bowden tubes. The Bowden tubes from the decoupler must be able to move freely and should not be secured to each other or the Air Manager cable.
  • Check for broken pieces of filament. If there is broken filament somewhere in the system, clean the Bowden tubes by manually pushing filament through. Remove the Bowden tube from the bottom of the feeder, insert new material into the entry port, and push it all the way through.
  • Manually unload the material and check for grinds. If part of the filament was ground down by the prefeeder, cut it off above the damaged part. Ensure it has a good pointy tip, according to the image in the General guidelines.
  • Recover the Material Station bay and re-load your filament. Wait until the wizard bay recovery step is complete before pre-loading your filament again.

To prevent this issue from happening in the future, please refer to our general printing guidelines.

6. Material is not visible at the back of the machine

If the filament is not visible at the back of the machine, then the filament is getting stuck at the bottom of the machine and not finding its way outside of the Material Station.

Note: Check carefully, as it may not be easy to see if material has entered the decoupler or not (especially white and translucent materials). When in doubt, also follow the steps for 4. and 5. (Visible in the decoupler).

Perform the following steps:

  • Ensure that there is no obstruction of the decoupler. Remove any external objects that may be interfering with the decoupler or cables that may be tangled to the Bowden tubes. The Bowden tubes from the decoupler must be able to move freely and should not be secured to each other or the Air Manager cable.
  • Manually unload the material and check for grinds. If part of the filament was ground down by the prefeeder, cut it off above the damaged part. Ensure it has a good pointy tip, according to the image in the General guidelines.
  • Manually push filament into the system. Push approximately 1 meter of filament into the entry port. The filament should be making its way to the back of the Pro Bundle. There are two possibilities how this can go wrong:
You hit an obstruction Filament never comes out

If you feel you hit an obstruction before the filament exits out the back of the Material Station, there is something blocking the merger. In this case, you likely saw grinding marks from the prefeeder on the filament.

  • Obstruction, caused by broken filament in the merger. There is likely broken filament in the system which must be cleared out. Try pushing from a different bay if you cannot push the obstruction further.
  • Obstruction, caused by another bay still having filament in the merger. Check if other bays have filament fed in the merger. Try to manually pull that filament out of the system. If this is not possible, it may be necessary to turn off your Material Station.

If you are able to clear the obstruction, proceed with the wizard. Recover the Material Station bay and re-load your filament. Wait until the wizard bay recovery step is complete before pre-loading your filament again.

General guidelines

These general guidelines for setting up and printing with the Ultimaker S5 Pro Bundle will help to prevent problems with material loading:

Hardware setup Material tips
  • The Pro Bundle should be installed with enough clearance at the back. This is required for correct airflow for the Air Manager and prevents external objects from interfering with the decouplers.
  • The sliders and Bowden tubes of both decouplers must be able to move freely at all times. Never secure the decouplers' Bowden tubes to each other or the Air Manager cable.
  • Ensure that the feeders are correctly set up. For all Ultimaker materials, the recommended feeder tension is in the middle. A too low feeder tension can cause filament slipping, while a too high tension can lead to grinding. Also ensure that the feeder levers are fully closed before starting a new print job.
  • Make sure that all Bowden tubes are fully inserted and secured with a clamp clip. If the tube slips out of the decoupler easily when applying pressure, check this page for more information.

Note: It is not normally recommended to remove the Bowden tubes from the decoupler end when troubleshooting or removing broken filament. Always disassemble the Bowden connected to the Ultimaker S5 feeder.

Need further support?

If the instructions above consistently fail to improve load behavior, consider re-calibrating the decouplers following the instructions in this document.

When you continue to experience problems, or if you have any questions about the procedures explained on this page, please reach out to support by submitting a ticket.

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