4L - "Download Logs" causes critical "Motherboard communication failed" error

Support & Troubleshooting Form 4/4B
1

Hi all.

We have a Form 4 and a 4L connected to a PC via USB. PreForm and the printer firmware are up to date as of May 7, 2026. Because we work with sensitive designs and components, we cannot connect the printers directly to our network.

Trying to download the logs from our 4L repeatably hangs at 25%, breaks USB communications with the printer (will not connect to PreForm without a printer restart, even if comms are forced through the printer menu), and upon restart the printer displays a “Motherboard communication failed” error. After a restart, the printer can be connected to PreForm and the firmware can be reflashed, fixing the error and the USB communication.

Trying to download the logs again produces the exact same results as before. Does anyone know if this is a firmware bug or something on our end? We can live without the logs but this seems like a serious bug that could affect others.

Thanks for the help!

1 Like
2

@cadesewa I’m sorry to hear you are having issues downloading logs from your Form 4L printer. Unless you’re troubleshooting with one of our support agents, you shouldn’t need to pull logs on a regular basis. That being said, I suggest you open a support case so that we can try to get to the bottom of why this is happening at all.