Cookie Out Error and/or Cookie is knocked of the platform (Eddie)

The print head hits the cookie or the cookie is knocked off the platform or Cookie out Error (Eddie).

Before every print, the cookie sensor scans the height of the cookie. If the print head hits the cookie, it means this scan was not accurate for some reason. The article below goes through all the possibilities. 

1. Clean the cookie sensor system- Watch this VideoA dirty cookie sensor will detect inaccurate cookie heights.  Clean it weekly.

2. Make sure the surface of your cookie is completely flat.  Uneven surfaces may cause the cookie sensor to sense the height of the cookie in a lower area.  Eddie adjusts the height of the printhead/platform based on that lower area.  When it encounters a higher area during printing it could contact the surface and knock it off the platform/tongue.  If you have uneven surfaces you can still use them.  Just rotate the cookie 90 degrees so the high side is what is scanned by the cookie sensor.  Print quality may not be is good on the lower side but it is better than knocking the cookie off the tongue/platform. 

3. Place the Cookie on the middle of the platform. The cookie sensor is expecting something to be on the platform/tongue starting at the middle.  If your cookie has an uneven surface or if it is partially frosted, always make sure the highest point of your cookie intersects with the dotted green line below.  (Sometimes, just turning your cookie 90 degrees can solve the issue.) The cookie height scan occurs at the dotted green line only!


4. If the Top of Cookie Lift Offset setting in PrintHub/Config Utility is set too high you will see this error.  Decrease the value to zero or decrease it until the cookie is no longer hit by the print head.   You may need to go into negative values.

7. Check or Uncheck the "Scan Large Print Area for Multiple Objects" box.  Enable this setting only if you have DTM templates, Milton Tray, Sassy Tray, or any custom tray where you are using multiple objects of slightly variable heights or none of the objects intersect with the normal height scanning location in the middle of the platform/tongue (See #1 above).  Normally the initial scan for cookie height and size scans one section in the middle of the cookie platform for height.  With this setting enabled, it will scan the entire print surface for height.  This will take longer but it will ensure taller cookies are not knocked off the tray when printing.  It is also useful if the top of your cookies has an uneven surface.  The topmost height of the cookie will be used to set the height of the platform and how close the cookie comes to the print head.  Note: Lower sections may not print as sharp since the print head is further away.

8. Keep away from sunlight / Toggle the LED lights off or on.  Lighting can affect the cookie sensors' accuracy. Face Eddie away from direct sunlight.  Close the tinted top cover. If the current lighting conditions are significantly different than the original calibration environment the sensor may not perform optimally.  On Mac, go to Eddie Config Utility - Alignment (3rd) Tab - LEDs button.  On PC, go to Print Hub - Printer Settings Tab - Advanced Settings - LED section.  

9. Turn off Cookie Centering Scan.  The cookie centering scan happens before the height scan and can affect the accuracy.  In some cases, turning off the centering scan can increase the accuracy of the height scan. 

10. Clean the Encoder Strip.  Watch the video for instructions on cleaning the encoder strip.

11. Print in Half-Speed Mode.  This is available in Advanced printer settings in the Print Hub or the Config Utility (Mac).  Check the box for "Half Speed Printing".

12. Use a thicker silicone coaster or the Primera Macaron adapters. If you are using a coaster use a thicker silicone coaster that is taller than .08".  Typical cardboard coasters are .07" so sometimes they work and sometimes they don't.  You can also stack two cardboard coasters if that is all you have available. 

The cardboard coaster on the right is too thin for the sensor to detect it. It must be at least .08" tall. 

Article ID: 072821