FAQ: Ultimaker 2/ Ultimaker 2 Extended

Here are some of the most frequently asked questions we receive when users are first learning their new Ultimaker machine.

Why doesn't my packaging match the Ultimaker app/website?

Your printer was assembled by hand in the USA by fbrc8. Due to the increased shipping distances in North America, printers produced in the USA are packaged in different packaging from that which is used in Europe. These differences in packaging (for example, a larger box, and no belt around the foam pieces) are there to ensure that we have done everything in our power to make sure your printer arrives to you safely. For more information about the USA packaging, please see our packaging instructions here.

I tried to update my firmware and all the lights went off. Is my printer broken?

No. During a firmware update, your LED lights, screen, and button light will all go off and you'll hear a slight "thunk" sound. After a short period (less than a minute) the lights should all come back on, and your printer will start back up.

The front corners aren't responding to the button during bed leveling. Is my bed (or button) broken?

No. The front left and front right corners are meant to be adjusted by the thumbscrew below the heavy metal base plate. If you turn the thumbscrews to adjust the tension of the spring, you will be able to make all three leveling points on the bed equal.

Filament isn't coming out during the loading process. Is my nozzle clogged?

No. If you've loaded the filament, and nothing is coming out during the loading process, but you hear a ticketing noise, the edge of your filament may be catching on the white PTFE coupler. Give the filament a little push from below the feeder and it should start to extrude. If pushing on it does not resolve the issue, don't worry; hit Continue anyway. It will take you into the menu to do your first print; do not do this yet. Back out of that menu and go to Maintenance --> Advanced --> Move Material. Rotate the button on the front of the machine counterclockwise to back the filament up a few millimeters, and then rotate it clockwise until the filament begins to come out. Do not rotate the button too quickly. To help prevent this issue from occurring, you can cut the filament at an angle before loading.

Why is the filament coming out of my machine, not the same color as the filament I've just loaded?

There is always a little residual filament left in the nozzle after a print. We print with all of our machines before they leave our facility to ensure they function properly, so when you first go to print, you will find a little of this material coming out of the nozzle before whatever filament you've inserted.

Filament isn't coming out during my first print, but it came out during the loading process. Is my nozzle clogged?

No. If filament came out during the loading process but isn't coming out when you start your first print, then the filament got ground down when you loaded the material. This can happen if you wait too long to switch from the slow loading process to the fast loading. Detailed instructions regarding this issue can be found here

There's a bag in the bottom of my box. What is it for?

Every Ultimaker printer comes with an accessory pack. This includes a USB cord (for updating firmware), 3 allen keys (for any adjustments you need to make), green Magnalube (to grease the Z-screw which moves the bed), and a gluestick. The gluestick is usually not needed, but specific instructions are in the bag. 

How do I know which allen key to use when working on my machine? 

Smallest (1.5mm): This allen key fits the set screw in the nozzle and the set screw in the knurled sleeve on the feeder.

Middle (2mm): Most screws on the printer use this size allen key. When in doubt, try this one first.

Largest (2.5mm): This allen key is only used on the flange bearings hidden behind the table cover.

How should I store my filament?

Different types of filament have varying degrees of sensitivity to humidity. However, as a good rule of them, you should keep unused filament in a bag or container, preferably with silica packs or a reusable dehumidifying pack.

How do I remove the Bowden tube?

Remove the blue clip that sits under the white collet at the end of the tube by sliding it out sideways, then push the collet down while pulling up on the tube. 

Can I set my printer on its back to do maintenance?

Setting your printer on its back will not damage the standard feeder. Make sure your machine is unplugged before leaning it back. In order to avoid damage to the panel, you may want to lay down a clean piece or cardboard or a towel.

Where is my serial number?

The serial number is located on the underside of the machine. It begins with UM

How do I put my printer back in its box?

See our packing article for the UM2/Extended.

Can I upgrade my Ultimaker 2/Ultimaker 2 Extended to a 2+/2+ Extended?

 Yes, you can. An upgrade kit is not yet available, but will be available sometime during the first quarter of 2016. If you would like to be notified when it is available, please email and we will be sure you receive an email notification.

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