¶ Compatibility
This guide applies to the following model and modules. Please note when referencing:
Model: U1
¶ Issue Description
- Snapmaker Orca cannot connect to U1 in cloud mode
- Snapmaker App cannot connect to U1
¶ Possible Causes
- Network issues, such as unstable connection or no network access
- Incorrect machine region settings
- Outdated firmware, Snapmaker Orca, or Snapmaker App version
- Other errors that require log analysis
¶ Troubleshooting Steps
Before starting troubleshooting, ensure that you are following the official connection steps to rule out connection failures caused by improper operation: Snapmaker Orca Quick Start Guide (U1) - Cloud Mode Connection
U1 only supports the 2.4GHz Wi-Fi band. Please make sure the router has the 2.4GHz network enabled.
¶ 1. Check if the IP Address Is Displayed on the Touchscreen
(1) Go to Settings → Wi-Fi and check if an IP address is shown
- If an IP is displayed → proceed to Step 2: Confirm the Region Settings Are Correct
- If no IP is displayed → try enabling Wi-Fi compatibility mode, then reselect the Wi-Fi network and check if an IP address is obtained
Maximum compatibility: Some Wi-Fi access points may have compatibility issues with U1’s Wi-Fi module for certain advanced functions, which could prevent the machine from obtaining an IP address or connecting to the network. If Wi-Fi connection issues occur, try turning on the “Maximum Compatibility” switch (default is off).
(2) If enabling compatibility mode still does not show an IP, U1 is not connected to the network. Continue troubleshooting:
- Confirm that the target wireless router or access point (AP) is functioning properly by using a computer or smartphone to load a web page.
- Use a smartphone to enable a 2.4GHz hotspot, connect U1 to this hotspot, and check if it obtains an IP address.
If a network issue is found, fix it and try connecting again.
¶ 2. Confirm Region Settings Are Correct
- On the touchscreen, go to Settings → Account → Region. For regions outside mainland China, select “Global”
- Make sure Snapmaker Orca and U1 are set to the same region
¶ 3. Check Firewall and VPN
-
Check if a firewall on your computer is blocking Snapmaker Orca from accessing the network
-
Check if a VPN is enabled on your computer
The images use a Windows computer as an example. If using a Mac or Linux, also check the firewall and VPN settings.
¶ 4. Update to the Latest Version
(1) Make sure U1 firmware, Snapmaker Orca, and Snapmaker App are updated to the latest versions. As of the release of this document (December 2, 2025), the latest versions are:
- Firmware: 0.9.0
- Snapmaker Orca: 2.1.2
- Snapmaker App: 2.1.0
(2) If firmware cannot be updated online due to connection failure, use the local firmware update method: U1 Firmware Release Notes
¶ 5. Export Logs If the Issue Persists
If all steps fail, export U1 logs and Snapmaker Orca logs, then contact Snapmaker support and provide the logs along with the time the issue occurred.
¶ Reach out to Snapmaker Support
After following the troubleshooting steps, if you find it difficult to resolve your issue, kindly submit a support ticket through https://snapmaker.formcrafts.com/u1-troubleshooting-request and share your troubleshooting results with some pictures/videos.
Our dedicated support team will be more than willing to assist you in resolving the issue.