Contact support

Our goal is to help you efficiently from the first message. The more detail you include up front, the faster we can resolve your issue — often in a single reply.

Search the wiki first

We put a great deal of effort into this documentation — most answers are already here. Please search and read relevant sections (especially V4 hub, Printing, and Troubleshooting) before opening a ticket.

What to include in a support request

When you email or contact support, include:

Machine — e.g. 22 IDEX V4 (and firmware version if known)
Serial number — Last four digits (label location differs by generation; V4 is often on the back)
Clear problem statement — What the printer is doing or not doing
When it started — Sudden vs gradual; any changes (filament, firmware, hardware)
What you tried — Wiki articles, calibration steps, slicer changes
Console / errors — Relevant lines from the web interface console
Photos or video — Failed print, error screen, affected area of the machine (often required for hardware issues)

Network & connectivity

Topics such as WiFi, Ethernet, DoD Ethernet, static IP, network troubleshooting, and machine naming are covered conceptually here until dedicated articles are added. Check the V4 hub — Network & connectivity for the topic list, and ensure firewall/router settings allow the printer to reach your network.

Firmware

Keep firmware current for fixes and features. See Firmware & software on the V4 hub for OTA and fallback recovery topics. Detailed step-by-step pages can be linked here as they are written.

Reach us

Email: support@visionminer.com

The interactive Freshdesk form from the previous site used server-side credentials and is not copied into this project. If you need a hosted form again, we can add a secure API route later so keys stay on the server.

Support