Support

CELLINK is your partner in bioprinting.

Our team combines experts across fields, from biotechnology to computer science, who are all dedicated to providing the best bioprinting process and experience. If you run into a challenge or want to enhance your bioprinting procedure, do not hesitate to contact us.
Phone: +1 (833) 235-5465
Email: support@cellink.com

FAQ

How can I get help?

  • Email support@cellink.com or call +1 (833) 235 5465.
  • Provide the following information:
    • Your name and institution.
    • Your machine’s serial number. This is usually found on the back near the power cable. If your bioprinter is installed in a biosafety cabinet or is otherwise inaccessible, let us know.
    • A detailed description of the problem you are experiencing.

How do I show off the cool protocols and models I have made?

Make an account at Bioverse! We look forward to seeing the amazing projects you have to share.

How do I get help for a different issue?

Email us at support@cellink.com or call +1 (833) 235 5465 to speak to a member of our support team.

Where do I download the latest version of HeartOS?

Our software is available for download on the DNA Cloud. Setup an account at dna.cellink.com.

The BIO X won’t recognize my STL.

  • Make sure the USB flash drive is inserted firmly into the USB port.
  • The BIO X currently supports binary STLs and not ASCII STL files. Many CAD software suites export ASCII STLs without providing an option. Download Heartware, open your STL and click the export button.

Nothing is extruding.

  • Working with a nozzle and cartridge that has gone through many uses can sometimes result in your nozzle clogging, preventing you from printing. Please exchange the nozzle and try your print again.
  • Check to see if air pressure is extruding by selecting “test bioink flow” without a cartridge attach to the printhead. Place a finger over the pneumatic outlet to see if any air is coming out.
  • If you are still experiencing issues, contact support.

How do I write g-code for the BIO X?

The print bed is not heating/cooling correctly.

    • If you are noticing an excess of heat, please run the clean chamber fan while printing (Utilities Menu→Misc→Clean chamber fan)
    • Contact support@cellink.com for assistance. To ensure you get help as efficiently as possible, please include:
      • The temperature you want the print bed or printhead to reach.
      • The temperatures reported by the devices.

The bioink I purchased from CELLINK is not printing correctly.

  • Contact support@cellink.com for assistance. To get help as efficiently as possible, please include:
    • The bioink you are using.
    • Approximately when the bioink was delivered. The batch number and expiration date are very helpful.
    • The parameters (pressure, speed, temperature) you are using.
    • The shape and size of the nozzle you are using.
    • The kind of shape you’re trying to print.
    • Any helpful pictures and videos you can provide.

My own bioink is not printing correctly.

    • Contact support@cellink.com for assistance. To get help as efficiently as possible, please include:
      • The key ingredients of your bioink. If the mix is proprietary, what common materials does it most closely match?
      • The parameters (pressure, speed, temperature) you are using.
      • The shape and size of the nozzle you are using.
      • A description of how it is not working. Are layers not adhering to each other or the substrate? Are lines wavy, disjointed or otherwise inconsistent?
      • The kind of shape you are trying to print.
      • Any helpful pictures and videos you can provide.

How do I use my printhead?

Contact support for guidance from a member of our team. We are more than happy to assist you!

My UV modules won’t activate.

  • Check to see if the door is closed.
    • Navigate to Utilities→Miscellaneous and check to see if the “Left module” and “Right module” switches are clickable.
  • If your issue persists, contact support.

How do I download HeartWare?

Please click here to download the HeartWare installer.

How do I install HeartWare?

      • You can download HeartWare here.
      • You can find the installation instructions here.

How do I slice files on a Mac?

You can slice files on a Mac using Repetier Host and Slic3r

    • Download Repetier Host here.
    • Download Slic3r here.

My g-code isn’t printing correctly.

    • Ensure your g-code was sliced using Slic3r and that the g-code is confirmed post-processed. You can tell if your g-code was post-processed correctly if the following line appears:

My sliced file looks totally wrong.

  • You may be working with an older version of the post processor. Make sure you have downloaded the most recent post processor.
    • Once downloaded, move postprocessor.py to the following file directory:
      • Windows: C:/Program Files/Cellink Heartware/plugins.
      • Mac: Contact support for further assistance.

How do I print using HeartWare instead of the SD card?

My bioprinter won’t connect to HeartWare.

Nothing is extruding.

    • A worn out nozzle or cartridge can cause nozzle clogging. Please exchange the nozzle and/or cartridge and try to print again.
    • Check if air pressure is extruding by “Turn on PH1/PH2” in the “Prepare bioprint” menu without a cartridge attached to the printhead. Check if any air has extruded.
    • Contact support if you are still experiencing issues.

Videos

Protocol: Mixing Cells

Protocol Printing Skin Models

BIO X: Opening BIO X Boxes

BIO X: Opening Box 1

BIO X: Opening Box 2

BIO X: Opening Box 3

BIO X: Opening Box 4

BIO X: Introducing the BIO X

BIO X: Unboxing the Machine

BIO X: Mounting the UV Modules

BIO X: Printing with the ABL Function

BIO X: Droplet Print

BIO X: Printing tutorial

INK/INK+: Introducing the INKREDIBLE

INK/INK+: Bioprinting in a 96 Well Plate

How to: Calibrate Printhead offset

CELLINK INKREDIBLE Set Up 1: Connection and Calibration

CELLINK INKREDIBLE Set Up 2: Air Pressure

How to: Reset Probe Calibration for the INKREDIBLE 3D Bioprinter

How to: Create G-Codes for Multi-well Plates

Downloads

Name File
Bioprinting Protocol CELLINK ADownload
Bioprinting Protocol CELLINK BioinkDownload
Bioprinting Protocol CELLINK BONEDownload
Bioprinting Protocol CELLINK FIBRINDownload
Bioprinting Protocol CELLINK LAMININKDownload
Bioprinting Protocol CELLINK RGDDownload
Bioprinting Protocol CELLINK SKINDownload
Bioprinting Protocol GelMADownload
Bioprinting Protocol GelMA ADownload
Bioprinting Protocol GelMA CDownload
Bioprinting Protocol GelXADownload
Bioprinting Protocol GelXA BONEDownload
Bioprinting Protocol GelXA FIBRINDownload
Bioprinting Protocol GelXA LAMININKDownload
Bioprinting Protocol GelXA SKINDownload
Bioprinting Protocol GelXGDownload
Mixing cells Protocol CELLINK A SeriesDownload
Mixing cells Protocol CELLINK seriesDownload
Mixing cells Protocol GelMA seriesDownload
Mixing cells Protocol GelX seriesDownload
Name File
BIO X Autocalibration Kit GuideDownload
bioprintingprotocol_aorticvalve_nocells.pdfDownload
bioprintingprotocol_bloodvessels_nocells.pdfDownload
bioprintingprotocol_bloodvessels_withcells.pdfDownload
bioprintingprotocol_humanear_nocells.pdfDownload
bioprintingprotocol_humanear_withcells.pdfDownload
bioprintingprotocol_humannose_nocells.pdfDownload
bioprintingprotocol_humannose_withcells.pdfDownload
bioprintingprotocol_sheepmeniscus_nocells.pdfDownload
G-Code_Commands.pdfDownload
how_to_create_g-code_from_multiwell_plates.pdfDownload
Maintenance_of_Air_Compressor.pdfDownload
Manual BIO XDownload
Manual INKREDIBLEDownload
Manual INKREDIBLE+Download
Printbed_Calibration.pdfDownload
UV_365_nm_specs.pdfDownload
Name File
Adding_the_postprocessor_path_on_Slic3r.pdfDownload
How_to_install_and_set_up_Repetier-Host_Bioprinting_Assisting_Software_on_a_Mac.pdfDownload
If_the_postprocessor_does_not_run.pdfDownload
Installing_the_Driver.pdfDownload
Name File
Embedding Protocol CELLINK SeriesDownload
Embedding Protocol GelX SeriesDownload
Fixation for Cryosectioning CELLINK seriesDownload
Fixation Protocol CELLINK SeriesDownload
Fixation Protocol GelX SeriesDownload
H&E staining Protocol CELLINK SeriesDownload
H&E staining Protocol GelX SeriesDownload
Immunofluorescence staining Protocol CELLINK SeriesDownload
Immunofluorescence staining Protocol GelX SeriesDownload
Isolating Cells from Construct Protocol CELLINK BioinkDownload
Mixing cells Protocol CELLINK A SeriesDownload
Mixing cells Protocol CELLINK seriesDownload
Mixing cells Protocol GelMA seriesDownload
Mixing cells Protocol GelX seriesDownload
Photocrosslinking Optimization ProtocolDownload
qPCR protocol CELLINK BioinkDownload
qPCR protocol CELLINK GelMADownload
Sectioning Protocol CELLINK SeriesDownload
Sectioning Protocol GelX SeriesDownload
Trichrome staining Protocol CELLINK SeriesDownload
Trichrome staining Protocol GelX SeriesDownload
Viability Protocol Calcein AM PIDownload
Viability Protocol InvitrogenDownload