Technical Support
Our Technical Support team is dedicated to helping you keep your 3D wax printer running at peak performance. Whether you need installation guidance, troubleshooting assistance, or workflow optimisation, we provide fast, reliable support for jewellery, dental, and casting professionals.
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Quick Diagnostic Checklist
Before contacting support, verify the following common points:
Common Issues & Solutions
1. Printer Not Starting
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Check the main power switch and power cable connection
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Ensure the power outlet meets voltage requirements
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Confirm the emergency stop button is not engaged
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Restart the machine and wait for full boot sequence
2. Poor Print Quality
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Verify the room temperature is within the recommended range
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Recalibrate the build platform
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Check wax levels and material condition
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Inspect the print head for residue or blockage
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Ensure the STL file is prepared correctly with proper supports
3. Wax Not Curing or Incomplete Prints
If the issue persists, our support team can perform:
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Live remote diagnostics
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Log file analysis
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Guided troubleshooting sessions
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Firmware updates and configuration checks
Please prepare photos, error messages, log files, and a short description of the issue before contacting support.
Submit a Fault Report
For warranty questions or claims, contact us at support@plempire.eu or submit a fault report through our dedicated technical support portal. Include:
Remote Assistance
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The printer is installed in a temperature‑controlled room with stable air conditioning
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Adequate airflow and clearance around the machine
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Power supply is stable and meets the required specifications
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The printer and software are updated to the latest firmware version
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The build area is clean and free from wax residue
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Confirm correct material type is selected in the software
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Check heating elements and temperature sensors
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Make sure airflow around the machine is not obstructed
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Re-run calibration and test print
4. Software Connection Issues
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Restart both the printer and the workstation
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Check USB or network cable connections
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Ensure the correct printer driver is installed
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Disable VPN or firewall temporarily if blocking communication
5. Unexpected Noise or Vibration
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Verify the machine is placed on a stable, level surface
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Check for loose panels or screws
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Inspect moving parts for wax buildup
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Run a diagnostic movement test
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Machine serial number
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Description of the issue
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Photos or videos
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Log files
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Recent changes to installation or environment
Get in Touch
If you have any questions or would like more information about our products and services, please feel free to reach out. You can contact us by email or phone, or simply fill out the contact form — it’s quick and easy. We look forward to assisting you and hearing from you soon.
We have showrooms in London and Birmingham where we can demonstrate our machines and walk you through the full workflow.