Desparate, disappointed, po’d

CNC Machines Shapeoko
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Now: yesterday I received the new spindle controller. With the spindle itself just connected, not installed, I placed it where it belongs in my shop, connected to power, and connected the wire to the controller. Yesterday I cut some small pieces, with little luck the machine with a replacement router works without stopping. So went well yesterday.

Now I installed the new Carbide motion version, fresh from homepage. Now I tried to install a new machine.

Failed.

Because, believe it or not, the Z-End-switch failed. AGAIN! That is the third time.

Of course now it can’t be initiated. So the sensor light itself is bright;

KIMG1490
KIMG14901920×1440 181 KB

but it is not shown in the software:
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KIMG14914618×3464 504 KB

to show that the other sensors work properly here the Y-sensor (simulated with an Allen key):
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KIMG14921920×1440 278 KB

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KIMG14934618×3464 354 KB

That is the third time the Z-sensor failed.

Whenever I set one thing straight the next fails.

Can anyone bless that cursed machine from a distance? Should I really ask my priest to do so?

Or, seriously, are there any recommendations in regards to another brand? I do not really want to switch, since several features of this one are exactly what I think I need. But I cannot reach a state where I can run the machine consistently and smoothly.

Of course I contact customer service. They are nice people, supportive etc. But just one POV: after some email conversation around 4/23 (they needed images etc of course) they decided I should return my VFD controller, what I did, arrived there on 5/14, the replacement was shipped from there on 6/3, and arrived here yesterday, 6/9. So after contacting support on 4/23 it took 47 days before I could start the replacements. Fortunately I could use a replacement router. It is not to blame support. Just to show how a customer feels.

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I’ve had a few problems too but Carbide has been very helpful and quick to respond even on the weekends.

My suggestion would be to email the company when problems arise. I too have been frustrated but i think their customer service is second to none.

2 Likes
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Now: yesterday the replacement for the controller arrived. Changed it, plugged in everything: now the green power LED did not even light up! That thing, brand new, is completely dead!

Do they even have an QA department there?

(of course I checked the AC adapter, provides 24.5V as it should, on the plug)

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QA = Quality Assurance can be defined as “part of quality management focused on providing confidence that quality requirements will be fulfilled.”

QC = Quality control can be defined as “part of quality management focused on fulfilling quality requirements.”

While quality assurance relates to how a process is performed or how a product is made, quality control is more the inspection aspect of quality management.

American Society for Quality

1 Like
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I’m going through some similar issues. I sold my S04XXL and bought the S05 with the new 80mm water-cooled VFD spindle. I got my machine, set it up and was able to make one cut with it (leveling the spoil board), then the second job I ran, the Z axis plunged the bit right through my stock and spoil board. I assumed it was a user error, so I checked my Vectric files, checked the .gcode output and couldn’t find any issues, but still figured I had made a mistake somewhere. So I created a new file, this time in Carbide Create and the same thing happened.

I set my cut depth at 0.10 and it cut down to .32. I sent my debug file and c2d file to support along with supporting images and video. They overnighted me a new controller. I installed it and again, it worked fine for the first job. I thought everything was solved. I was happy again. Then I went to the second job and lo and behold, the same issue. The X-axis plunged my bit through my workpiece, through my spoil board and into my aluminum extrusions.

Emailed support Friday night and haven’t received a reply yet.

I had ordered a BitZero, which came on Saturday, so I thought that maybe with the BitZero sending the Zero coordinates to the machine, it might solve the problem, so I tried another test cut, but before doing so, deleted the JSON file from the CM directory and set up the machine again to make sure all setting were fresh. Set the cut depth to .005 and it cut to around .27.

I went through all the troubleshooting steps in the manual as well as completely removing Carbide Motion from my computer and reinstalling it. Now when trying to set up the machine, I get a homing switch error “can’t pull off homing switch” which is the Z-Axis switch. However, when I test the switch, it lights up fine when I put a hex wrench near it, so now I’m unable to initialize the machine at all.

I never had a single issue with my S04XXL in the year that I had it and I bought it used from someone who owned it for over a year, also never having an issue.

I sent more information to support, but haven’t received a reply. However, being the weekend, I didn’t expect a response. I’m hoping they respond today. I’m beyond frustrated at this point.

I like the company and have had good interactions with Support and even Rob the CEO, however, spending nearly $5k on a tool, that I used daily before upgrading, to experiencing so many issues and being without the most used tool in my shop for nearly a month now, has me quite disappointed and frustrated, so I understand where OP is coming from.

Hopefully, C3D can get these issues solved quickly.

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These homing switches react really crazy: you cannot rely on the LED on the switch itself. Test with the software debug part whether the software recognizes the switch at all, in my case -at least the second if not the 3rd time now- the Z-switch very well has a red LED on with metal nearby, but the software did not recognise it, other switches run properly.

Also check on the controller board: there are some small light blue LEDs indicating the homing switch reaction: although the Z-switch shows a red light with metal nearby the blue LED does not show, in my case even a LED that was supposed to switch on lit up (I think was as X-axis), but software did not show either as Z- axis nor as X-axis. So possibly additionally there is something wrong with the board.

There IMO is a very severe issue with possibly the recent batch of the controller board and / or the homing switches. I have a Pro XXL. All the hardware is pretty decent IMO, when one keeps the open rails clean and greased that for an amateur could not be done better. But the electronics suck.

I try to get this configuration running, got new -hope functional, could not test yet- Z- and X-axis homing switch, and ordered another controller board. (I wrote the company after the latest desaster with that controller board I expect them to reimburse me for I never got a running system, so I think we will experience some legal communication, and I do not expect them to send me a warranty exchange board, therefore I ordered one :slight_smile: )

My plan so far: get the machine running so that I can continue with some projects, my shop relies on the CNC: I do not have a planer or a band saw, so for making some chess boards I need the CNC for planing them, etc.

I reached out to Masso, they have IMO very decent controllers. What they do not have is a foolproof instruction for a quick and easy switch from Shapeoko controller to theirs. So I will need some experiments to figure out how all the wiring is done etc, will do that “on the dry dock” on a table somewhere, just connect the steppers (will get Masso ones with closed loop device attached), bit setter, bit zero, spindle, and see how that all reacts, and only then switch to my “hot system”. Carbide3d has some proprietary designs, like running the spindle controller with 5V controller voltage instead the standard of 10V, they have their “own” homing switches etc. what makes the switch interesting. I will keep you in the loop.

Sorry. Long story short: I think your issue is with Z-homing switch, check for crazy reaction as described, get a new one from Carbide3D, Z- and X-switches are the same, Y-switch is different (different plug, longer wire). Since it is IMO not certain whether it is the switch alone ask them for a new controller board, or by one, they are not really expensive.

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Thanks! Can learn something new every day! I am not an engineer, so I did not know the difference. Obviously what Carbide3d misses is QC since probably they get the electronic parts delivered from another manufacturer.

However: there is some place for improvement at Carbide3d.

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I’m on my second control board now. The software, nor controller were recognizing the Z switch. I swapped the X and Z switch and it does recognize it, so it seems to be an issue with the Z switch. They are sending me a new one, so now I have to wait until that arrives. I’m hoping that solves all the issues; however, I fear it won’t because when it was supposedly function properly when I first got the machine, there were other issues with the Z plunging to the wrong depth which destroyed my spoil board and damaged on of the aluminum extrusions, which prompted them sending me a new control board.

I’m hoping that was caused by the Z switch not functioning properly from the start.

Fingers crossed.

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Maybe there is a bad combination of a faulty Z-switch destroying the board, and/or vice versa. Fact: for a long time the company could not terminally resolve my issue, and when I read your post that is our issue, and of some others too. They simply do not have any kind of a new version of the board or a new batch of switches in their warehouse.

That means for me: the rails, mechanics etc. are excellent. The mechanics could not be much better. Whatever one needs: Carbide3d provides it, form me the open rails and belts are acceptable, for high-volume professionals they have solutions as well, ballscrews instead of belts etc.

However: obviously the controller and / or switches are no good quality, not made for longevity. For a beginner it is excellent to start immediately with a all-in-one-system, no doubt. As we experienced: works well at the beginning … but then a serious work is impossible, I promised a neighbor a project what cannot be done in time, not nice, fortunately no customer.

enough whine.
My plan is to update to a Masso controller. Since there is no fool proof instruction somewhere I will adjust the both items myself, for now I re-ordered a controller board, and will repair my recent system that I can work for now.

Eventually I will get a Masso controller.

Now Carbid3d has almost every item changed to proprietary ones, the spindle controller works with 5V controlling voltage, where standard obviously is 10V, the homing switches are possibly also something special, to replace them is not too expensive, but the steppers are possibly also difficult to connect to Masso controller: it is unclear whether driver parts are needed or not. Masso has some documentation about the closed-loop steppers they offer, that means seamless connection is to be expected with those.

So far my plan for the Masso controller:

get one, get all 4 closed loop motors, get new homing switches (Masso offers an auto-square feature, needs a 2nd X-switch, so need 4), and with bleeding heart will get a new spindle + controller. Will place all that on an empty table, and wire according to the Masso docs. And will test run on dry dock.

If every motor turns as expected, I transplant the organs then into the empty body, and revive the monster.

That is more than a weekend project.

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update: I asked Carbide3d to reimburse me on the machine since I never had reliably working machine, described the issue with the controller. I did not get any response so far, not even a replacement of the controller. ok, mail might have been letscallit overlooked. So on 6/24 I ordered a new controller board, asked to add a power supply. board w/o power adapter arrived 7/3. So far as usual.

I connected the NEW!!! board to the power adapter: the power LED did NOT! switch on. I connected another power supply to the old and the new board: no power LED switches on.

So Carbide3d delivered a nonfunctional board. After all this.

William, please help here.

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Found your ticket in the support queue and added a link to this discussion — we’ll work out how to handle it there when folks get back from the holiday.

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Thanks! Post must be at least 20 characters…

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Update: Carbide3d specially tested a set of replacements, delivered a controller + power switch + AD adapter + homing switches. Connected all, and works. Re-earthed all connections, since it looked as if one was loose. Re-connected and installed spindle + controller. Tested all, tests went well. So now all electronic parts are tested and replaced, and tested in my environment.

Looks like the machine is back on the tracks.

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Extreme customer service!!!

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Yes! The customer service people are extraordinary! Patient, reliable, as fast as possible, and almost always available. And: the gantry is excellent, the whole set up with bit setter, bit zero etc.: does a great job. I do not know why I ended with all these hardware issues, I honestly was almost that far asking my priest to bless the machine, must have been cursed. The Z-axis-homing switch and the controller (I don’t know whether the homing switch broke the controller or vice versa) broke twice, the spindle was delivered and did not work, was replaced; the spindle controller did not work after some weeks, and as I wanted to replace the spindle controller the CNC controller gave up, replacement was dead at arrival. That is the short summary of some months at the end the machine did just not run.

However: with just regular customer service it would have been impossible to get the thing back running, these guys incl. William, Fleming, Brandon, hope I did not forget one, did exceptional things from a distance. Thanks!

5 Likes
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The real disappointment is that all these things should have worked from the factory, but didn’t. The support team only get a chance to shine, when the factory QC screws up.

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