quick reference for troubleshooting


we collected some solutions to support issues that come up sometimes. if you don't find what you need, just send us a message through the support form-- we are glad to help.

 

PHYSICAL ISSUES

BEND PIN CRASHES
  “The blue button is blinking and the machine is unresponsive.”
CAUSE:
IF THE BEND PIN TRAVELS TO ITS LIMIT, IT PASSES THE LIMIT SENSOR INSIDE THE MACHINE. THIS CAUSES THE MACHINE TO STOP AND BECOME UNRESPONSIVE UNTIL IT IS RESET..
SOLUTION:
HIT THE BLUE RESET BUTTON. THE BLUE BUTTON ON TOP WILL BLINK RAPIDLY, LETTING YOU KNOW THAT THE MACHINE IS REBOOTING. AFTER THE BUTTON TURNS SOLID BLUE, YOU CAN USE THE MACHINE AGAIN BUT IT HAS LOST ITS HOME POSITION.
GO TO MANUAL MODE, AND USING THE ARROW KEYS MOVE BOTH THE BEND PINS IN FRONT OF THE BEND HEAD (CENTERED). BEFORE YOU HOME THE MACHINE AGAIN, YOU MUST CUT AWAY ANY WIRE CLEAR FROM ANY BEND PINS AND RE-HOME THE MACHINE FROM MANUAL MODE.
YOU MAY HAVE TO DO THIS MORE THAN ONE TIME. IN A FEW CAUSES, THE PIN OVER TRAVELS BEYOND THE LIMIT AND IT HITS IT AGAIN ON THE RETURN TO CENTER. JUST REPEAT THE PROCEDURE UNTIL YOU ARE FREE OF THE LIMIT SWITCH.

BEND PINS ARE LOOSE OR BENDS BECOME INACCURATE IN ONE DIRECTION BUT NOT THE OTHER.
  “My accuracy is off, and the bend pins seem to slide a bit when bending.”
CAUSE: POTENTIALLY THERE COULD BE A MECHANICAL REASON, FROM LOOSE SET SCREWS TO A NUMBER OF OTHER POSSIBLE ISSUES.
SOLUTION:
CONTACT SUPPORT BEFORE ATTEMPTING TO OPEN THE MACHINE UP.

SOFTWARE ISSUES

WIREWARE WILL NOT OPEN AFTER DOWNLOADING.
  “I used my password and opened the zipped file, but Wireware isn’t launching.”
CAUSE:
THIS CAN BE CAUSED BY A NUMBER OF THINGS, INCLUDING ADMINISTRATIVE CONTROLS THAT AFFECT INSTALLING NEW SOFTWARE. NOTE THAT THE SHORTCUT INCLUDED IN THE 1.1.5 DOWNLOAD MAY NOT WORK FOR EVERY SYSTEM-- JUST USE THE EXECUTABLE CALLED “DIWIRE.”
SOLUTION:
       WINDOWS OS - MAKE SURE THE DOWNLOAD IS EXTRACTED FULLY INTO THE X86 FOLDER. RIGHT-CLICK THE EXECUTABLE CALLED “DIWIRE,” AND SELECT “RUN AS ADMINISTRATOR.”
       MAC - THE UNZIPPED DOWNLOAD SHOULD OPEN AND RUN FROM THE EXECUTABLE, NO MATTER WHERE THE FOLDER IS.

NEW MATERIAL CALIBRATIONS WILL NOT SAVE.
  “I finished my calibration, but it disappeared after I went to edit mode to select it.”
CAUSE:
THIS USUALLY HAPPENS IF THE INSTALLATION DID NOT GO AS EXPECTED, SO THE CALIBRATION (IT’S A JSON FILE) DIDN’T SAVE PROPERLY.
SOLUTION:
       WINDOWS OS: FIRST, TRY RIGHT-CLICKING THE DIWIRE EXECUTABLE TO RUN AS ADMINISTRATOR.
       MAC: UNINSTALL WIREWARE, REINSTALL AND DRAG THE FOLDER INTO APPLICATIONS.

WIREWARE BECOMES UNRESPONSIVE AFTER STOPPING MID-BEND.
  “Not sure what happened, but Wireware crashed.”
SOLUTION: QUIT OUT OF WIREWARE AND RESTART THE MACHINE AND WIREWARE.

TROUBLES WITH DXF FILES

WIREWARE’S NATIVE FILE FORMAT IS SVG, SO WHEN YOU USE A DXF, IT GETS CONVERTED TO AN SVG. BECAUSE DXF FILES CAN CONTAIN A WIDE RANGE OF INFORMATION, SEVERAL ISSUES CAN ARISE.

DXF IMPORTS AT THE WRONG SCALE.

CAUSE: USUALLY THIS IS A PROBLEM WITH CONVERTING MM TO INCHES.
SOLUTION:
IF THE PROBLEM IS MM TO INCHES CONVERSION, MULTIPLY THE LENGTH OF THE WIRE BY 25.4. ENTER THAT INTO THE WIRE LENGTH FIELD AND HIT ENTER TO UPDATE THE OUTPUT SIZE OF YOUR FILE.

DXF WILL NOT OPEN AT ALL.

CAUSE: THERE MAY BE EXTRA DATA IN THE DXF, INCLUDING TEXT (DIMENSIONS OR TITLES) OR 3D INFORMATION SUCH AS THE ACTUAL SHAPE OF THE WIRE FULLY MODELED.
SOLUTION:
MAKE SURE THAT THE DXF FILE IS ONLY 2D (IN THE X/Y PLANE) AND THAT IT IS ONLY A SINGLE, JOINED VECTOR REPRESENTING THE CENTERLINE OF THE WIRE PART.

WIREWARE WILL NOT CONNECT TO D.I.WIRE (“NOT CONNECTED” MESSAGE APPEARS IN WIREWARE, ETC).
  “Wireware is installed ok, but it doesn’t see the machine.”
CAUSE: THIS CAN BE CAUSED BY A VARIETY OF THINGS, INCLUDING SOME COMPATIBILITY ISSUES RELATED TO THE USB DRIVER OR SOME BLU-TOOTH SYSTEMS.
SOLUTION: START WITH CLASSIC TROUBLE SHOOTING
   CHECK THAT THE MACHINE IS PLUGGED IN AND TURNED ON (THE RESET BUTTON SHOULD GLOW BLUE).
   CHECK THE CABLE CONNECTING THE MACHINE TO THE COMPUTER, BE SURE IT IS FUNCTIONAL AND PLUGGED INTO BOTH DEVICES PROPERLY.
   MAKE SURE YOU ARE USING THE CORRECT FTDI DRIVER. THE CORRECT DRIVER IS NOW INCLUDED IN THE CURRENT DOWNLOAD OF WIREWARE,       OR YOU CAN GET THE CORRECT INSTALL FOR YOUR SYSTEM HERE.
   IN RARE CASES WITH WINDOWS, YOU MAY NEED TO TURN OFF YOUR COMPUTER’S BLU-TOOTH WHILE USING WIREWARE. QUIT WIREWARE,                   DISABLE BLU-TOOTH FOR YOUR SYSTEM, THEN RESTART WIREWARE.

SEGMENT LENGTHS OR ANGLES ARE INACCURATE:
  “I’m not getting the shape I was expecting.”
SEVERAL ISSUES CAN AFFECT HOW SHAPES COME OUT. BELOW ARE THINGS TO DO WHEN TROUBLESHOOTING:
    1.    CHECK TO MAKE SURE YOU ARE USING THE CORRECT MATERIALS SETTINGS (MATCH WIRE SIZE TO FEED WHEELS AND BEND HEAD), AND THAT YOUR TENSION IS GOOD (SEE THESE VIDEOS FOR MORE HELP).
    2.    RE-CALIBRATE FOR THE MATERIAL YOU ARE USING: THIS IS NECESSARY AFTER THE MACHINE HAS HAD LOTS OF USE, PLUS EVERY MATERIAL CALIBRATION WILL BE UNIQUE. WIRE FROM DIFFERENT SOURCES CAN HAVE DIFFERENT PROPERTIES, EVEN WHEN IT’S THE SAME SIZE AND MATERIAL, SO IT’S BEST TO MAKE CUSTOM CALIBRATIONS FOR EACH BATCH OF WIRE YOU USE.
    3.    TEST SHAPES: USE A COUPLE OF SIMPLE TEST SHAPES TO CHECK WHERE INACCURACIES MIGHT BE OCCURRING. BEND THE SAME SHAPE IN BOTH DIRECTIONS (SWITCH DIRECTION IN THE POINTS MENU). IF ONE DIRECTION IS WORSE THAN THE OTHER, CONTACT SUPPORT-- YOU MAY HAVE A HARDWARE ISSUE.
    4.    K-FACTOR: ONE THING TO CONSIDER WHEN DOING COMPLEX BENDS IS HOW THE METAL DEFORMS. WE ADDED A WAY TO PLAY WITH THE COMPENSATION FOR DEFORMATION IN WIREWARE 1.1.5. BY DEFAULT IT IS SET AT A NEUTRAL POSITION, SO YOU CAN LEAVE IT ALONE UNLESS YOU ARE READY TO DO SOME SERIOUS BEND AND CHECK TESTS. IF SO, YOU CAN CHANGE THE VALUE OF THE K-FACTOR AND RE-BEND UNTIL YOU START TO GET CLOSER TO WHAT YOU EXPECTED.