Contacting Support
This guide covers how to get fast, effective help from Vision Miner support. Following these steps before reaching out ensures faster diagnosis and resolution - and often helps you solve the issue without waiting for a response.
1. Check the Wiki First
Before contacting support, search the wiki for your issue. The wiki contains detailed guides on setup, calibration, maintenance, troubleshooting, and firmware - it is the same knowledge base the support team uses. In most cases, support will point you to the relevant wiki article - checking it yourself saves a round trip.
What to look for:
- Troubleshooting guides for your specific symptom (under-extrusion, Z-probe errors, layer shifting)
- Calibration and setup guides if the issue appeared after a change (new filament, hardware swap, firmware update)
- Maintenance guides if a component looks worn, damaged, or overdue for service
Read the article thoroughly and follow every step. If the problem persists after following the article, note which article you followed and which step didn't work. This tells support exactly where to pick up.
Support starts with the wiki
Coming prepared with "I followed [article name], completed all steps, and the issue persists at step X" moves the conversation straight to advanced diagnostics.
2. Document the Issue
If the wiki doesn't solve the problem, gather thorough documentation before reaching out. A well-documented request with photos and videos can be resolved in one reply. A vague description with no visuals requires multiple rounds of back-and-forth.
Photos
Take clear, well-lit photos of everything related to the issue:
- The failed print - multiple angles (top, side, close-up of the defect)
- Any error messages displayed on the touchscreen or in the Web Interface
- The physical area of the printer involved (toolhead, bed surface, wiring, connectors)
- Any visible damage, wear, debris, or contamination
More photos is better
Capture the full picture and the close-up detail. What seems obvious to you may not be visible in a single photo.
Videos
Record video for any issue that involves motion or a timed process. Photos can't capture movement - if the problem happens during a sequence, support needs to see it in action.
Common situations where video is essential:
- Homing failures (X, Y, or Z axis)
- Z-probe pickup, detection, or placement issues
- Extrusion problems - grinding, clicking, skipping, inconsistent flow
- Unusual noises or vibrations during movement
- Any error that occurs during a specific procedure (auto-calibration, bed probing, tool change)
Record the full sequence from start to finish - not just the moment of failure. The seconds before and after the error often reveal the root cause.
Console Output
If the Web Interface shows error messages or warnings in the console, capture them:
- Open the Web Interface in your browser.
- Go to the Console tab.
- Copy the relevant error text, or take a screenshot that shows the full message.
How to Share Files
Attach photos directly to your support email when possible. For videos and large files, upload them to a cloud service and include the sharing link in your message:
| Service | Steps |
|---|---|
| Google Drive | 1. Upload the file 2. Right-click 3. Share 4. Set access to Anyone with the link 5. Copy the link |
| OneDrive | 1. Upload 2. Share 3. Anyone with the link 4. Copy |
| Dropbox | 1. Upload 2. Share 3. Create link 4. Copy |
Make sure the link is publicly accessible
Set the sharing link to "Anyone with the link can view." If the link requires a login or access request, support won't be able to open it.
3. Submit Your Support Request
Once you have your documentation ready, contact support and include the following in your message:
- Printer model and version - e.g., "Vision Miner 22IDEX V4"
- What happened - a clear, specific description of the problem. What were you doing when it occurred? (printing, calibrating, homing, idle)
- When it started - did the issue appear suddenly, after a specific change, or gradually over time?
- What you've already tried - list the troubleshooting steps or wiki articles you followed and their results
- Photos and videos - attach files directly or include cloud sharing links (see above)
- Console output - paste error messages or attach screenshots from the Web Interface console
Complete requests get faster answers
The more context you provide in the first message, the fewer follow-up questions are needed. A complete request with documentation can often be resolved in a single reply.
FAQ
Why does support keep referring me to the wiki?
The wiki is maintained by Vision Miner's engineering team and contains the most current procedures for every documented issue. Support refers to it because those articles are the fastest path to a solution. If you've already followed the wiki article and it didn't work, say so in your message (mention the article name and the step where things went wrong), and support will move straight to advanced diagnostics.
What if my issue isn't covered in the wiki?
Contact support with your full documentation - photos, videos, and a clear description. Not every issue has a wiki article yet. Your report helps the team diagnose the problem and may also help improve the wiki for future users.
Do I really need to send videos?
For anything involving motion, timing, or a sequence - yes. A 30-second video of a failed homing sequence tells support more than a paragraph of text. Many issues (intermittent failures, unusual sounds, timing-dependent errors) are nearly impossible to diagnose from photos and text alone.
What file formats should I use?
Standard formats work best:
- Photos: JPG or PNG
- Videos: MP4 or MOV
- Logs/text: plain text pasted into the email body, or a TXT/PDF attachment
Support
If you could not find an answer here, reach out to our support team: