This issue arises when filament gets jammed in the merger portion of your Palette™/Palette+™, which will cause your drives to skip and will not feed filament through to the cutter or splicing portions of Palette. This usually happens if your filament is brittle and breaks off while it is being pushed through Palette, or if a short piece of filament is fed into Palette (such as at the end of a spool).
To remove this blockage, you'll need the smaller (2.0 mm) hex key from your toolbox as well as pliers to help remove the broken filament. You'll also need to remove the top, front, and bottom lids of Palette.
1. Remove the front plate of your Palette by removing the 6 screws and carefully removing the plate:
2. You'll notice that we did not remove the DC barrel nut from the front plate. You can place the front plate to the side, still attached to the tether.
3. Next, detach the screen by removing the 4 screws using the same 2.0mm hex key:
4. Even once the screws are removed the screen is still connected, so carefully place this piece to the side and you'll have a clear path to the merger. Carefully shift the drives to the side so that you can access the one screw which attaches the merger to the cutter. IMPORTANT: If you have a Palette with the acrylic clamshell, there are two screws to be removed. Be sure to hold the acrylic pieces together when removing these two screws. If they slip or are separated, refer to this support article.
5. Once you free the acrylic piece, you should be able to clear the blockage from your merger! Once this is cleared, reverse the steps to reassemble your Palette carefully.
If you run into any issues, please contact us at email@example.com