Help! New printer not working

Good evening folks. I need a hand if yall dont mind…We bought a x1c combo for the kids on the Black Friday sale for there Christmas gift.
We opened it on Christmas morning , performed the setup. It said there was a firmware update. We did it and the tried to make the first print( the scraper tool ) and the machine just froze.
After a long time of nothing , I power cycled this machine. Now it’s stuck on the start screen and never loads past that.

I reached out to support and made a ticket on Christmas Day. We’re almost at 9 days and no response. I’ve sent direct emails and no one responds.

Has anyone been in this situation with support not responding?
Has anyone experienced this before where the machine is stuck?
Looking for some help. Situation is frustrating. Kids got let down.

Thanks

You might check you spam folder.

I’ve been checking. Nothing at all

Some people needing support have reported it took two weeks to get help.

Pull the sd card out and reboot the printer and see what happens. Some cards have failed and locked up the printer or if you have another sd card format it and see what happens.

Reformat the card to Fat32

Look in the phone app and see if it lets you roll the firmware back as an option but you might be locked out of the printer.

I never put a sd card in the printer. I was printing the scraper file that was Internal

The X1C doesn’t come with a SD like the P series.

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Look on the right side of the lcd maybe they are installing them at the factory now or did you not install the factory sd card ?

Yes the BL files are internal but the sd card has failed and locked some printers up from booting it will start writing data to the card on print jobs unless you have no card.

My X1C has a sd card from the factory but I change it to 128GB from day one.

Yep. There is nothing in there. Is there anyway to install the firmware manually ? A reset button ?

The only way to change firmware is with the Bambu handy app and sometimes it will not let you roll it back :frowning:

The only button I know about is on the ap board but it has not helped fix anything yet.

Maybe the button is to factory flash the ap board when new.

Have you tried to unhooking the AMS and see if it will boot ?

Thanks yes ,anything is plugged in. Thanks for helping btw.