Troubleshooting GrabCAD Print

This guide will go over some of the known troubleshooting methods and open issues with GrabCAD Print. If your issue is not described here, please contact your 3D printer service provider for immediate assistance. 

For instructions with a specific feature, use the Search bar to the left to find more information. To request a new feature for GrabCAD Print or this help guide, use the Give us feedback link above or in GrabCAD Print's Help menu.

In general, one way to figure out if a problem is persistent is to restart your computer or reinstall GrabCAD Print. 

  • Restarting helps because sometimes a background process (perhaps even one unrelated to GrabCAD Print) may have encountered an error without showing any signs, and restarting your computer allows these processes to resume normal functionality. Additionally, some software updates require a restart to function properly. 
  • Reinstalling GrabCAD Print will ensure that all the necessary program files are in the proper locations. Uninstall from the Control Panel (note: this will not wipe your personal settings) then download the latest version and install. Repeat for the GrabCAD PolyJet Job Manager if you are a J750 user. 
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My antivirus software is showing warnings

GrabCAD Print has several background processes, any of which might be flagged as malicious by your antivirus software simply because they run in the background. Getting past these messages generally means hitting "Allow" whenever they appear, and preventing means adding GrabCAD Print to the list of approved programs. This process will vary depending on your antivirus. 

Here is the list of .exe files that run as part of GrabCAD Print:

  • GrabCADPrint.exe - The main application. This may be running several instances.
  • PrinterServiceServerConsole.exe - This maintains the connection between GrabCAD Print and the printers on your network. 
  • FDMBuildServiceServerConsole.exe - This program is the "slicer" which creates toolpaths when you prepare a tray. This may be running several instances.
  • desktop_mesh_service.exe - This program provides the functionality for Analysis Mode.
  • gc_print_data_service.exe - This program gathers statistics about what generic actions are performed in GCP. It does not gather any information about your files. You can configure this service from File > "System Preferences." 

Ports and firewalls

GrabCAD Print simply uses the default HTTP and HTTPS ports (usually 80 and 443) with TCP protocol to communicate with the GrabCAD servers, and should set up it's own exceptions with the Windows firewall during installation, but if you have a third-party firewall you may need to allow GrabCAD to make connections, or add 

api.grabcad.com
print-api.grabcad.com
usage-api.grabcad.com

to the list of approved connections. 

Problems downloading, installing, starting up, logging in, or

Downloading

The application is available for download at http://grabcad.com/print and will download an .EXE package installer file when you click "Download GrabCAD Print." 

If nothing happens after clicking the button, your browser security settings or third-party firewall may be preventing you from downloading .EXE files. Please check those configurations in order to proceed with the download.

Installing

Once the installer is downloaded, double click the .EXE installer file to start the installation. If the installation fails after a short while, you may not have permissions to install programs on your PC. 

Right click on the installer and select "Run as administrator" or contact your IT department for assistance.

Starting up

Double clicking the shortcut or launching "GrabCAD Print" from the Start menu should launch the app. If the app does not launch, your antivirus may be blocking the program, however it should appear with a message in this case.  If absolutely nothing happens after repeated tries to launch the program, try reinstalling, then contact your IT department or your 3D printer service provider for assistance.

Logging in

In order to log in to GrabCAD Print, you will need a GrabCAD account with access to a company account.  Click here to read in detail about signing up. 

Be sure to check your internet connection. If your PC is not connected to the internet, you will not be able to log in to GrabCAD Print. 

If you're sure you have everything you need and you still cannot get through the login screen, your firewall may be blocking access to print-api.grabcad.com. Check with your IT department to allow this connection.

Updating

When a new version of GrabCAD Print is  released, the download will begin automatically if/when the application is open. Then, once it's completed the download, the next time the application opens it will install the updates. 

You can use the "Check for updates" option in the Help menu to monitor this process. If an update is available, it will tell you that the download is either in progress or completed. Once it's completed, restart the application to install the updates. 

Updates come from api.grabcad.com, so if you are having firewall issues, check with your IT department to add this address to the list of exception.

If this process fails for any reason you can get the latest installer  here. First uninstall via Windows Control Panel and then install the new version.

Trouble connecting to my network printers

The J750 requires a few extra steps to connect. See this guide for more details:  Setting up your J750 for GrabCAD Print.

If you've already gotten your J750 connected and are having connection issues, try uninstalling and reinstalling the GrabCAD PolyJet Job Manager. 

Your printers may not be network discoverable. Turn on UPnP, or click here to learn how to  connect directly by IP.

Computers with 2 network cards may not be able to see printers from both networks. 

Your antivirus may interfere with GrabCAD Print making any kind of connection with networked devices. Make sure your antivirus is not blocking any of the programs  listed above.

When you connect your computer to a network, you can decide if this network is a Home, Work, or Public network. If you selected public, then printers on your network will not be accessible from your PC. 

During installation, GrabCAD Print will set up the proper network permissions to access your local network. However, if you changed your network type, these permissions may no longer apply. Click here to figure out how to change your network type in  Windows 10Windows 8/8.1, or Windows 7.

Unexpected error messages

Although we are constantly improving our error handling, some situations may cause an error message that is unhelpful. Here are a few common cases:

Completely blank viewer area and errors when adding models

If you see a message saying "An internal error occurred" when trying to add a model, and you see an blank white space in the middle of the application instead of a grey empty tray, then the viewer process has stopped working. If this happens on your first time launching, it is likely that your computer does not support WebGL because your graphics card drivers are out of date. Update your graphics card drivers and restart GrabCAD Print.

Unable to connect to a J750 printer or template

If you see a message saying "PJ service firmware is out of date" whenever you try to connect to a J750 printer or template, then something has gone wrong with the background service for PolyJet components. Restarting GrabCAD Print should resolve this issue, but if it persists, please contact print@grabcad.com

Graphics are running slowly

Large models can generate very large quantities of data, and this can lead to the graphics in GrabCAD Print appearing to be slow and unresponsive. In extreme cases this can even lead to errors being reported by the application, such as "WebGL Context lost."

Apart from large models there are two other potential reasons why GrabCAD Print graphics may be slow:

  1. Your laptop is running on battery power
  2. Your computer does not have a dedicated graphics card, and instead uses the main CPU, known as "integrated graphics"

Our  system requirements recommend a dedicated graphics card with 8GB of video memory for optimum performance. 

If you only have an integrated graphics card

You can configure your graphics setting in GrabCAD Print's System Preferences. Based on available hardware we will choose a default setting, but you can change this at any time. 


Low (faster) Medium High (slower)
Toolpaths in
Slice Preview *
2D only 3D with LoD 3D
Antialiasing Off On On
Shadows Off Stencil shadows Soft antialiased shadows
Display Graphics
Mesh Accuracy **
1.0mm (0.004") 0.1mm (0.0004") Full resolution

* If you cannot change your viewing mode in Slice Preview, it is because your graphics setting is set to "Low." You must change this to Medium or High in order to use 3D toolpaths.

**  Display graphics mesh accuracy controls the number of triangular facets generated for the display of models. Analysis mode, Slice Preview and Accurate compose all work on the fully detailed mesh. The setting does not affect the resolution of printing in any way. 

If you have a dedicated graphics card that meets the requirements, but still have problems

Users who have a dedicated graphics card in their computers may still experience slowness, because the computer has decided not to use it for GrabCAD Print. You can correct this by following the procedure below:

For nVidia graphics cards

Right-click on the GrabCAD Print desktop shortcut and select: Run with Graphics Processor > High Performance.

You can also apply this change more permanently using the nVidia Control Panel located in the system tray on the Windows Desktop, this allows you to associate a graphics processor with a specific program:

For AMD graphics cards

For AMD devices, you can right-click the desktop and choose “Configure Switchable Graphics”. From there it is possible to assign the dedicated card by choosing “high performance” setting for the program.

Printing problems

If you experience unexpected print failures, please contact your 3D printer service provider for immediate assistance.

If your J750 print job stopped without an error message and you cannot resume, it is likely that the Job Manager has encountered a problem. Uninstalling and reinstalling the Job Manager should resolve this issue.

  1. Uninstall the Job Manager
  2. (Optional) restart the PC
  3. Download the latest installer and run it

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