Iām not sure what all of my problems are everything was working great, I was sooo happy, then I decided that I should add the vortex rotary axis to my Altmill 4 x4 . Now that I have it on I started having problems with ALARM14 faults, decided to update to ver. 1.6.4 . Long story shortened to I am having ALARM1, ALARM2, and ALARM 14 at completely different times. sometimes when I try to run, sometimes when I make a change in a setting, sometimes in the middle of a file. and lately I am having problems clearing ALARM14. I have just finished turning off the controller, turning off gsender and starting back up and I cannot clear ALARM14.I have tried to get in touch with Sienci labs for two days now with no response. I love the Altmill , told several people that at the vectric User Group Meeting last week, But their support SUCKS!
I am sorry that you are having these issues - I am sure they can be sorted out with some patience and help from people here and from Sienci.
I would like to object to your accusation that ātheir support SUCKSā. There are very very few companies that support their equipment to the level of Sienciās support. It is not realistic to expect immediate support although, in most cases, Sienci does provide that level of support. There are a number of eventualities that could affect the response speed - the simplest one being they havenāt seen the trouble ticket for one reason or another.
You WILL get support from Sienci ! There is no doubt about that.
Have you opened a trouble ticket? https://sienci.com/support-form/
If you havenāt received any reply within a couple days, have you tried contacting them via phone?
Donāt give up on them!
Also it is useful to note that Monday this week was Canadian Thanksgiving, so their office would have been closed.
@cwilli When you installed the Vortex, did you make any firmware changes? If so, maybe revert back to the defaults to see if it solves the current issues. And then try to sort out the Vortex.
Yes, Had to make changes for the rotary. and yes i have reverted to defaults. I just reverted to defaults again, it was the only way I was able to clear ALARM14. Starting all over again, because I still have no response from Sienci Labs
@cwilli If you search here for āAlarm 14 rotaryā, youāll find a few hits which might help. I donāt know if they have the same situation as you though.
If you have a ticket number, you could tag @kellyz here (which I just did).
Unfortunately I canāt give up on them, but I do not think they are doing even a mediocre job of providing support I have opened trouble tickets since Monday, I understand that Monday was Thanksgiving in Canada, but to not receive any response at all ( not even a āHey weāre really busy, Itās going to be a minute before we can get to youā) for 3 days now tells me one of 3 things 1 They donāt care about customers, 2 they have more problems with their product than they can handle, or 3 They are trying to go cheap on their support staff, and canāt answer the problems opened on the trouble tickets.
Donāt get me wrong I Love my Altmill when itās running, it is an awesome machine , but I still think their support SUCKS, and every day that goes by where I canāt use that machine and I get no support just re-enforces that opinion.
@cwilli Itās not clear if it works fine without the rotary. In other words, is it a rotary configuration that breaks things and going back to the defaults fixes it?
@cwilli I donāt have the solution to your problem. I wish that I did.
I can understand your frustration, though. Most of us here have been there. However, most of us here have been more civil and understanding when asking for help. We want to keep this forum a friendly and informative place. Your repeated accusation that Sienci support SUCKS is not appropriate. This is a user forum. Since you very clearly have a grievance with Sienci, please take it up with them. This is not the place for it.
If you wish to continue this conversation, send me a direct message. Since there seems to be no new information being put forward in this topic, I am closing it.