Support – Polaroid CandyPlay 3D Pen

Tutorial Videos

Getting Started
Creating Curved 3D Designs
Changing the cartridge flavour
Drawing Around Corners
Filling Areas Of Your Model
Assembling Parts To Create Your Model
Automatically Shutting Down
How to clean the pen
How to clean and remove the finishing cartridge

FAQs and Troubleshooting

What is the power requirement for the pen?

The Pen can be powered either by plugging the USB cable into a suitable USB power adapter which then plugs directly into the wall or by using an adequate power bank.  Both of these must be a 5.0VDC – 2.0A source.

Do I need to keep the Start button pressed when loading a new Candy Cartridge?

No, you do not need to keep the Print button pressed when loading a new Candy Cartridge.

 

To load a new Candy Cartridge, firstly make sure the Pen is turned on and the LED light is blue. Then place the Candy Cartridge into the Loading Point, ensuring that you insert it in a diamond shape, with a long corner edge going in first. When you are using the Pen for the first time, you will need to insert two Candy Cartridges, close the Loading Point and then simply press the Start button once and the Piston will then push the Candy Cartridge through the Pen automatically.

The light on my Pen doesn’t light up.

Please ensure that the power supply that you are using is 5.0VDC – 2.0A. If it is any less than this then there is insufficient power being drawn into the Pen. Please also ensure that the power supply that you are using is not an Apple iPhone charger block as these do not have enough power to power the Pen.

 

If you have confirmed that you are using the correct power supply and the Pen is still not working, please try using an alternative power source (power bank, USB power adapter etc.) to ensure that this isn’t the cause of the challenge.

 

If the Pen still does not work then please double check that the cable is inserted into the top of the Pen correctly and if so, that by moving it around inside the fitting in the top of the Pen you still do not see the light come on at all.

 

If none of the above resolves the situation then please contact the Polaroid 3D support team and they will be able to help find a solution for you.

My Pen doesn’t heat up/the LED light doesn’t turn from red to blue.

Please ensure that the power supply that you are using is 5.0VDC – 2.0A. If it is any less than this then there is insufficient power being drawn into the Pen. Please also ensure that the power supply that you are using is not an Apple iPhone charger block as these do not have enough power to run the Pen.

 

If you have confirmed that you are using the correct power supply and the Pen is still not heating up, please contact the Polaroid 3D support team and they will be able to help find a solution for you.

My pen is not extruding

Firstly, please check that you have adequate power to your Pen (5.0VDC – 2.0A) and that your Pen is heated to the correct temperature ready for use (the LED light is blue). Please also ensure that the power adapter that you are using is not an Apple iPhone charger block as these do not have enough power to run the Pen.

 

Next, please check that you have correctly inserted the Candy Cartridge at the correct angle, into the Pen, if you have not, then the Cartridge may become stuck in the Chamber and will therefore not be able to extrude. You can try retracting the Piston by pressing and holding the On/Off button, and then gently remove the Candy Cartridge and then reinsert it correctly.

 

Ensure that you do not have the Finishing Cartridge inserted into the Pen. If you have previously used the Finishing Cartridge, you will need to follow the process of cleaning the Pen to remove it before you can insert more Candy and continue to extrude.

 

If you have checked all of the above but you’re still not seeing anything extrude, please contact the Polaroid 3D support team and they will be able to help find a solution for you.

I am using a Power Bank to power my pen but it seems to be slowing down

If you are seeing your Pen slow down when using a power bank, this is generally due to the power bank itself running out of charge. This means that there is insufficient power to run the Pen as it needs to and this results in a slowing down of the extrusion. Please check your power bank is fully charged and try using the Pen again.

 

If your power bank is fully charged and you are still having problems with the Pen slowing down, please try an alternative power source to rule out any other technical challenges with the power bank itself. We suggest using a USB power adapter and plugging the Pen straight into a socket in the wall.

 

If you have tried both of the above and the Pen is still slowing down, please contact the Polaroid 3D support team and they will be able to help find a solution for you.

I have hardened Candy on the Nozzle of my Pen; how do I remove it?

Please turn on the Pen and allow it to heat up. Even before the Pen reaches its optimum temperature (when the LED light is blue) the Candy around the Nozzle will have started to soften.  Please take a pair of tweezers and gently remove the softened Candy. DO NOT try to remove this by hand as the Nozzle will be starting to get hot. To prevent this build-up from happening in the future please always remove any residual Candy from the Nozzle whilst the Pen is still warm.

My Pen keeps turning off/stopping.

Firstly, please double check that you are using an adequate power supply.  This must be a 5.0VDC – 2.0A source.  If your supply is less than this then insufficient power is being pulled into the Pen which could cause this intermittent stopping. Please also ensure that the power supply that you are using is not an Apple iPhone charger block as these do not have enough power to run the Pen.

 

If you have confirmed that you are using the correct power supply and the cable is inserted correctly and you are still seeing this challenge then it could be in relation to the power cable itself.  If so, please contact the Polaroid 3D support team and they will be able to help find a solution for you.

I have some stringy Candy when I move my Pen away from the model I am creating

When making a model, please ensure that you press the Start button in order to stop extrusion before moving from one area of your model to the next. If you pull the Pen away before it has completely stopped extruding then this could leave some stringy residual Candy. If this happens, wait until the Candy has hardened and then remove it carefully.

 

It is important to always use the Polaroid CandyPlay Candy Cartridges with your Polaroid CandyPlay 3D Pen as these have been specifically designed to work in conjunction with each other which means challenges such as this are minimised.

I am using the pen for the first time; I have inserted the first Candy Cartridge into the Chamber but I don’t have enough space for the second one. Should I push the first Candy Cartridge down?

Firstly, please ensure that you have correctly inserted your Candy Cartridge into the Loading Point in a diamond shape with a long corner edge facing down. If you have checked this then gently push the Candy Cartridge further down the Chamber, so that you can insert your second Candy Cartridge. If the cartridge does not slot easily into the Chamber, do not force it, remove the cartridge from the Chamber and reinsert it correctly.

My Candy Cartridge is broken, can I use it anyway?

We do not recommend using a Candy Cartridge if it is broken as it can potentially get jammed in the Chamber.

Do I have to retract the Piston to insert a new Candy Cartridge?

Yes, in order to be able to insert a new Candy Cartridge, the Piston will need to be fully retracted so that you have space to be able to insert it. The Piston will automatically retract when the previous Candy Cartridge is finished, and you can also retract the Piston by pressing and holding the On/Off button for two seconds.

When I switch on my Pen, the Piston is down. How do I retract it?

If you are trying to load your first Candy Cartridge but you can’t insert it into the Loading Point because the Piston is in the way, wait until the LED light turns blue, indicating that the Pen is ready to use, then press and hold the On/Off button for two seconds and the Piston will retract all the way up. You can then insert your Candy Cartridge.

I can’t remove the Nozzle Cover from the Pen

If you are struggling to remove the Nozzle Cover from the Pen it may be because there is Candy between the Nozzle Cover and the Pen meaning it can potentially get stuck if the Candy has hardened. If this happens, switch the Pen on, wait for the light go blue indicating that the Pen has heated up, which will therefore soften any hardened Candy, and then you can try removing the Nozzle Cover. Hold the Nozzle Cover as far away from the Nozzle as possible as the Nozzle will be hot and can cause a burn if it is touched with bare hands.

 

Once removed, the Candy needs to be cleaned off so the Nozzle Cover doesn’t get stuck, when it cools down again.

I can’t remove the Nozzle from the Pen

If you are struggling to remove the Nozzle from the Pen it may be because there is Candy between the Nozzle and the Pen meaning it can potentially get stuck if the Candy has hardened.

 

If this happens, the below steps can be followed to clear the hardened Candy and should be performed by an adult.

 

  1. Put the Finishing Cartridge into the Chamber of the Pen.
  2. Remove the Nozzle Cover.
  3. Switch on the Pen and wait for the LED light to turn blue indicating that the Pen has heated up. IMPORTANT: Do not touch the Nozzle with your bare hands as it can cause a burn.
  4. When the LED light turns blue, press the Start button
  5. The Nozzle should pop out from the Pen as the Piston pushes the Finishing Cartridge through.
I can’t remove the Piston from the Chamber

Please ensure that you are cleaning your Pen after every use, if you do not, then Candy particles may build-up between the Piston and the Chamber walls. If this happens, the Chamber and the Piston should be soaked in warm (NOT hot) water to soften the Candy and then you should be able to remove the Piston from the Chamber.

I can’t remove the Chamber from the Pen

If you are trying to remove the Chamber from the Pen, but you are struggling to do so, please ensure that the Piston is all the way down. You can move the Piston down by using the red teeth visible through the Chamber window and slide it all the way down. You should now be able to remove the Chamber from the Pen.

I have dropped Candy onto a part of the Pen that can’t be cleaned with water, how do I clean it?

If for any reason any Candy gets on the electronic parts of the Pen, you should remove as much of it as possible before it hardens. Any bits that are left after it has hardened should be picked off. DO NOT SUBMERGE ELECTRICAL PARTS IN WATER.

I can’t reassemble the Pen, some parts don’t fit and I am struggling to close the Loading Point and replace the Back Panel

If for any reason you can’t reassemble the Pen correctly, please contact the Polaroid 3D support team and they will be able to help find a solution for you.

My Finishing Cartridge is stuck in the Nozzle, how can I get it out?

Firstly, please ensure that you are using boiling water to clean the Nozzle and remove the Finishing Cartridge. Warm water will not fully dissolve the Candy so that you can easily remove the Finishing Cartridge.

 

IMPORTANT: Take care when using boiling water.

 

When cleaning your Nozzle in boiling water, please ensure that you do not leave it sitting in the water once the water has cooled down as this can cause any residual filament that may be left in the Nozzle to solidify again against the Finishing Cartridge, making it difficult for you to remove it.

 

Avoid using tools to remove any hard residual Candy from the Nozzle and do not force the Finishing Cartridge out using tools as this may damage the Nozzle tube.

My Pen Holder needs cleaning, can I wash it?

Yes, you can use warm water to clean any residual Candy off of the Pen Holder.

Do I need to wash my Pen after every use? Can I leave my Candy Cartridge in the Pen overnight?

We recommend cleaning the Pen after every use to maintain high levels of hygiene and to ensure optimum results from your CandyPlay Pen.

 

Any Candy that has been taken out of the packaging and has not been used, should be stored in an air tight, clean food container. If when you come back to use the Candy that has been removed from the packaging, you find it has become sticky, this means it has absorbed moisture from the air and should not be used in the Pen as it may cause a blockage.

Where can I keep my Candy Cartridges? Do I have to keep them refrigerated?

The Candy should be kept in a dry place at below 30°C away from direct sunlight. Any Candy that has been taken out of the packaging should be stored in an air tight, clean food container. If when you come back to use the Candy that has been removed from the packaging, you find it has become sticky, this means it has absorbed moisture from the air and should not be used in the Pen as it may cause a blockage.

Do my Candy models have an expiry date / how long can I keep my Candy models for?

The expiry date of your model is the same as the expiry date on the box which the Candy came from.

What is the best way to preserve my Candy models?

The expiry date of your model is the same as the expiry date on the box which the Candy came from. Storage conditions for your models are the same as for the Candy; in a dry place and below 30°C, or in an air tight, clean food container.

I took one of my Candy Cartridges out of the packaging but I haven’t used it. Can I keep it for next time I use the pen? How can I store it?

The Candy should be kept in a dry place at below 30°C away from direct sunlight. Any Candy that has been taken out of the packaging should be stored in an air tight, clean food container. If when you come back to use the Candy that has been removed from the packaging, you find it has become sticky, this means it has absorbed moisture from the air and should not be used in the Pen as it may cause a blockage.

My model broke, can I fix it?

Yes, if your model happens to get broken, you can use the Pen to fix it again. Simply place the parts that are broken where you want them to be and draw over the break. Hold the parts in place until the Candy solidifies.

The Piston keeps retracting before the Candy Cartridge has finished

Firstly, please ensure that you are using an adequate power supply. This must be a 5.0VDC – 2.0A source.  If your supply is less than this then insufficient power is being pulled into the Pen which could cause this intermittent stopping. Please also ensure that the power supply that you are using is not an Apple iPhone charger block as these do not have enough power to run the Pen.

 

Please then also check that you do not have a build-up of Candy in the Nozzle. To check this, you need to remove the Nozzle Cover and then insert the Nozzle into the Pen holder base and twist 45 degrees clockwise then gently pull the Nozzle out of the Pen. If there is a build-up of Candy in the Nozzle, then place the Nozzle into hot water and allow the Candy to dissolve. Once the Candy has dissolved, thoroughly dry the Nozzle and replace it in the Pen. You can now continue drawing.

 

If the above does not resolve the issue then please contact the Polaroid 3D Support Team and they will help you find a solution.

What can I draw onto?

For best results, we recommend drawing onto grease proof paper or baking paper/parchment paper, as this is the most hygienic surface to draw onto and it is also very useful for tracing stencil designs.

Can I retract a Candy Cartridge?

No, once a Candy Cartridge has been inserted into the Chamber and pushed down by the Piston, it cannot be removed.

If the above FAQ’s have not resolved your query, please contact www.polaroid3d.com/contact.