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Help Us Support Your Printer

If your printer isn't supported yet, or it connects but something doesn't work right, Printago Fuse can collect a report about it that you send to us. A report tells us how your printer talks on the network, which is often all we need to add a model or fix a problem, without you having to ship us a machine or walk us through it on a call.

When to Use This​

  • Your printer isn't in the list when you add a printer in Fuse.
  • Your printer is listed as "not tested" or "coming soon" in our printer catalog.
  • Your printer connects, but something is off: temperatures don't show, the lights or fans don't respond, filament slots are wrong, pausing doesn't work, and so on.

For the first two, use Probe a printer. For the third, use Printer diagnostics.

Printer Not Listed: Probe a Printer​

Probing asks the printer which network services it answers on and records what it says back. It only reads. It never changes a setting, sends a file, or moves the printer.

  1. Power on the printer and connect it to the same network as the machine running Fuse. Note its IP address from the printer's network settings.
  2. In Fuse, open Printers and click Probe a printer. You can also get there from the add-printer wizard by clicking My printer isn't listed.
  3. Enter the printer's IP address and start the probe. It takes a few seconds.
  4. Fuse shows which printer family the printer looks like and what it answered on each service.
  5. Click Send to Printago. If you'd rather send it yourself, click Download report and attach the file to an email or a Discord message (see How to Reach Us).

What we do with it: we look at which protocols your printer speaks and how it identifies itself. If it matches a family we already support, we can often tell you how to connect it right away. If not, the report is where we start when adding the model, and we may get back to you to ask for a follow-up test.

Printer Connects but Something Is Off: Run Diagnostics​

Diagnostics runs a checklist against a printer that is already connected to Fuse, and records the conversation between Fuse and the printer while it runs.

  1. Make sure the printer is on, connected, and not printing. Diagnostics won't start while a print is running.
  2. In Fuse, open Communications, select the printer, and click Diagnostics. If your printer's card on the Fuse Printers page says Experimental support or Unverified model, click Run diagnostics on the card instead. It opens the same page with guided steps already on.
  3. Before you start, the page lists every check that will run on this printer. Choose any optional tests or guided steps (see below), then click Start diagnostics.
  4. Each component shows a row of steps that turn green (passed), red (failed, with the reason underneath), or gray (skipped).
  5. When it finishes, click Send to Printago, or Download report to send the file yourself.

Safe to Run at Any Time​

The standard checklist doesn't move anything and puts the printer back the way it found it:

  • Temperatures: reads the nozzle, bed, and chamber temperatures, sets a low 40°C target, then clears it.
  • Lights and fans: switches them, then restores the original setting.
  • Filament: reads what the printer reports for each slot.
  • Cameras: grabs a single frame.

Optional Tests That Move the Printer​

These are off by default. Only turn them on when the printer is idle and the bed is clear.

  • Include motion tests: homes the printer and jogs the axes.
  • Test print controls: starts a short test print, then checks pause, resume, and cancel. The test print never heats the nozzle or extrudes filament, but it is a real print job, so the print head will move.

Guided Steps at the Printer​

Some things can only be checked with a person at the printer. Fuse can read what the printer reports, but only you can see whether the nozzle actually heated or the head actually moved. If you can stand at the printer, turn on Guided steps at the printer before you start. Each question appears in a box at the top of the page.

  • First, what your printer has. Fuse asks a few quick questions: does it have a light, a camera, an enclosed chamber, which fans, a multi-material unit with how many slots, a runout sensor, auto bed leveling. Your answers are compared with what Printago expects for your model, and any difference is listed at the top of the report. That is usually the most useful part for adding a printer. Fuse then only tests hardware you said is there.
  • Fuse only asks you to check what it can't measure. A heater proves itself when its temperature actually rises, and slot contents, the fed slot and the print state come back from the printer's sensors. A light or a fan only reports the setting it was given, so Fuse asks you whether it really came on, and whether the head really homed and moved. You also confirm whether each test print ran its leveling or fed the right slot, and whether what Printago reads for each slot matches the screen.
  • Material, slot by slot. For every slot and spool holder, Fuse tells you what it reads (loaded or empty, material, color) and asks whether the printer shows the same. Where supported, it also tests loading and unloading from Printago and from the touchscreen. Slot material and color changes are tested only on Flashforge printers when Fuse can read the original material and put it back. On other printers, including Bambu Lab, diagnostics leaves slot settings unchanged to preserve your material profiles, temperature ranges, and calibration.
  • Print starts with each setting. With Test print controls also on, Fuse starts a short test print once for every print option your printer offers in Printago (for example auto-leveling before the print, or a build plate choice), once from a specific material slot, and, on printers that take G-code, once with bed leveling at the start of the file. You confirm what the printer actually did; Fuse then stops the print. The test print never heats the nozzle or extrudes, but the printer may run its own pre-print routine (leveling, loading filament), so keep the bed clear.
  • Steps you do on the printer: set the nozzle temperature and switch the light from the touchscreen, pull the filament out of one slot and put it back, and switch the printer off and on again. Do the step, then press Done, or It didn't work if the printer wouldn't do it. Fuse then checks what the printer reports.
  • Anything that was changed is put back in the very next step. For example, right after you set the nozzle temperature on the touchscreen, Fuse turns it off again and asks you to confirm the screen shows it off.

Press Skip this step for anything you can't do right now. You can add a short note to any answer; it goes into the report.

Guided steps never move the printer on their own. When you're the one doing a step, Fuse only waits for you and then reads what the printer reports.

What's in a Report​

A report contains:

  • What the printer says about itself, such as its model and firmware version.
  • The network services the printer answered on and what it said back.
  • For diagnostics, the result of every check and a recording of the messages exchanged with the printer during the run.

Before a report leaves your machine, Fuse masks details that identify your printer or let someone control it: serial numbers, MAC addresses, access codes, check codes, passwords, and tokens. You can click Download report to see exactly what would be sent.

Nothing is sent unless you press Send to Printago. Downloading a report keeps it on your computer.

How to Reach Us​

To tell us what you were trying to do, or to send a downloaded report, reach us through Discord or email. It helps to mention your printer's model and what isn't working.