Files stay in uploading queue - Don't move to local storage

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sperman
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Joined: Mon Jul 10, 2017 2:01 pm

Files stay in uploading queue - Don't move to local storage

Postby sperman » Mon Apr 12, 2021 5:31 pm

Recently my N2 stopped showing uploaded files in the "Local Storage" folder. They only appear in the "Uploading Queue" and disappear when power is cycled to the machine.

Any idea what has changed to cause this behavior?

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Vicky@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Vicky@Raise3D » Tue Apr 13, 2021 3:30 am

Would you like to attach a screenshot or a picture of the issue here?

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Tue Apr 13, 2021 3:55 pm

In the past (and on our E2) files automatically move to the "Local Storage." On this machine, they now stay in the "Upload Queue"
Attachments
IMG_3658[1].JPG

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Vicky@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Vicky@Raise3D » Thu Apr 15, 2021 11:25 pm

Can you help export the serial log from touchscreen and share with us?

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Mon Apr 19, 2021 11:40 am

Here is the log file.
all-raisetouch-771-20210127133010.tar.gz
(854.79 KiB) Downloaded 55 times

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Wed Apr 21, 2021 11:17 am

Did I upload the correct files?

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Vicky@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Vicky@Raise3D » Thu Apr 22, 2021 2:59 am

Thanks for sharing the file. I have sent it back to our developing team and just heard back from them.

Based on their comments, this issue maybe related to network, you can try to connect printer via SSH when you see the issue again and test the network at the same time.
Here are the steps:
Open the winscp.exe file in the attached compressed folder and test the network status of the printer via SSH connection and let us know the result. 
You can check whether the printer connected via SSH can ping any other website via winscp in the folder.
If it can work properly, the network doesn't have any issue.
If not, please check the network. After opening the winscp software, please follow the following steps. 

Select SCP protocol and input the following information.
Host name: The IP address of your printer
User name: Input root
Password: The SSH password on your touchscreen under Setting-> More settings-> Privacy and security-> SSH settingsb.
Click "Login" and select "Yes" when you see the warning message like the follwing image.
Go to /home/root and check whether printing file exists.

Screenshot_20210421195755.png
Attachments
connect ssh.rar
(3.37 MiB) Downloaded 62 times

sperman
Posts: 87
Joined: Mon Jul 10, 2017 2:01 pm

Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Thu May 06, 2021 2:28 pm

The files are not in the root directory. They are available at the machine. I can print from the Upload Queue.

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Vicky@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Vicky@Raise3D » Sat May 08, 2021 1:35 am

Sorry for the issue again. But we can't recreate the issue on our end. So we need to help confirm the network condition of the printer via SSH and share us to result.

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Mon May 10, 2021 11:31 am

What specifically do I need to do?

I followed the steps above. I SSH into the client, go to the root directory and the files are not there.

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Vicky@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Vicky@Raise3D » Tue May 11, 2021 5:47 am

If there's no file in the directory, there maybe something wrong with the hardware of the touchscreen.
Have you seen anything abnormal acting on touchscreen?

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Wed May 12, 2021 4:59 pm

I have not had any issues with the touchscreen.

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Steven@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Steven@Raise3D » Fri May 14, 2021 11:55 pm

sperman wrote:I have not had any issues with the touchscreen.


I would suggest creating a support ticket so that one of our technical support engineers can better assist you in solving the issue.

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Wed May 19, 2021 12:17 pm

I am trying to re-install the firmware, to see if that will solve the problem. I've followed the instructions here for rolling back the firmware, but it doesn't work on my N2. Is that more evidence that my touchscreen is going bad?

https://support.raise3d.com/E2/how-to-r ... -1229.html

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Steven@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Steven@Raise3D » Sat May 22, 2021 1:34 am

sperman wrote:I am trying to re-install the firmware, to see if that will solve the problem. I've followed the instructions here for rolling back the firmware, but it doesn't work on my N2. Is that more evidence that my touchscreen is going bad?

https://support.raise3d.com/E2/how-to-r ... -1229.html


This could be another sign that the screen is needing to be replaced. Has the screen on the machine ever been replaced in the past?

sperman
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Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Sat May 22, 2021 2:14 pm

No. It is the original screen.

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Steven@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Steven@Raise3D » Wed May 26, 2021 6:25 pm

sperman wrote:No. It is the original screen.


Thanks for clarifying. At this point, I would recommend replacing the screen in order to gain the functionality back.

sperman
Posts: 87
Joined: Mon Jul 10, 2017 2:01 pm

Re: Files stay in uploading queue - Don't move to local storage

Postby sperman » Wed May 26, 2021 7:30 pm

I don't see them listed on your web site. How do I go about ordering one?

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Steven@Raise3D
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Re: Files stay in uploading queue - Don't move to local storage

Postby Steven@Raise3D » Wed May 26, 2021 9:24 pm

sperman wrote:I don't see them listed on your web site. How do I go about ordering one?



You can send your request to inquiry@raise3d.com

Please also provide your location and other information so we can transfer it to the appropriate team.


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