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Subject: CR-Scan Raptor Freezes During Scanning — Request for Assistance
Hello Creality Support,
I am requesting technical assistance with a brand-new Creality CR-Scan Raptor.
I purchased the scanner and also purchased a new MSI laptop specifically to run the Raptor. The laptop has an AMD Ryzen 7 processor, 16 GB RAM, and an NVIDIA RTX 5060 Laptop GPU with 8 GB VRAM.
The scanner is detected correctly by Windows and Creality Scan. Calibration was completed, and Preview works normally. However, when I start an actual scan, the software freezes after several seconds.
I have spent approximately 5–6 hours troubleshooting this issue.
I tested:
* Creality Scan 4.3.1 and 4.3.2
* Blue Laser and Infrared scanning
* Different scan resolutions
* Different USB ports
* Restarting the computer
* Reinstalling the software
* Recalibration
* Direct USB connection with no hub
* NVIDIA RTX 5060 GPU selected in Creality Scan
The scanner is clearly communicating with the computer and capturing data before the freeze. For example, one scan reached approximately 1,114 frames, 118,093 points, 22 markers and 50 FPS before the scan stopped responding.
The scanner temperature was only around 35–38°C, so overheating does not appear to be the problem.
I have now returned the scanner to Canada Computers for diagnostic testing. They are keeping the scanner for several days and told me that if their testing confirms the scanner is defective, they will replace it.
At this point, I would like Creality to advise:
1. Is this a known issue with the CR-Scan Raptor and Creality Scan?
2. Is there a known Windows 11, RTX 5060, driver, firmware, or software compatibility issue?
3. Is there a recommended fix that I have not already tried?
4. If the scanner is confirmed defective, should it be replaced with another Raptor?
I purchased this scanner specifically for 3D scanning work and have already invested in a new computer to run it. I would appreciate a clear technical response rather than being directed through the same troubleshooting steps again.
We’ve had an awful experience for such a high priced item. We’ve been trying to resolve it since a few months after our purchase we did an update on it and it never worked again. Customer service has told us multiple things to do and nothing works and here we are sitting months later and our son has not been able to use it and customer service finally responded and then closed out our ticket because we didn’t respond within 20 minutes after they didn’t respond to me for a couple of days there are certain customer service is no good and their product is no good. Do not get this item.
Complete garbage.
These people are unable to build working 3d printers, EVEN OUT OF THE BOX.
You will spend more money and time keeping up with this garbage than just buying a real 3d printer.
On June 5, 2026, I purchased the “Ender-3 V3 SE Combo + Space Pi + Hyper PLA*2” from Creality Mexico’s online store (Order CRMX810697).
The bundle included:
• 1 Ender-3 V3 SE 3D Printer
• 2 Hyper PLA 1.75 mm filament spools
• 1 Creality Space Pi Filament Dryer
The order was confirmed, my credit card was charged successfully, and I received two tracking numbers: one for the filament and dryer, and another supposedly for the 3D printer.
On June 10, at approximately 9:00 PM, I received two packages. The first package correctly contained the filament and the dryer. The second package, associated with the tracking number that Creality indicated was for the 3D printer, did not contain a 3D printer. Instead, it was a small bag containing a box with what appears to be a Chinese perfume.
Beginning the very next day, I tried to contact Creality to urgently resolve the situation. The experience has been extremely disappointing. They do not appear to have a serious or efficient customer support channel. Email responses take days, the WhatsApp chatbot is useless, and there is no direct phone number to speak with someone who can actually resolve the issue.
I also contacted the shipping company, but they declined responsibility, stating that they only deliver the package and that responsibility for the contents lies with the party that packed and shipped the merchandise.
For the past 11 days, I have explained the case multiple times and provided supporting evidence. Creality’s only response has been that their system shows the package as delivered. Yes, I did receive a package associated with the tracking number they provided—but that package did not contain the 3D printer I paid for. It contained a perfume.
Eventually, they stopped responding to my emails altogether.
As of today, I have not received the 3D printer that I purchased and paid for. The result is fraud committed by Creality. I have been left without the product I paid for and without a resolution from Creality.
I am sharing this experience to warn other potential buyers. If you are considering purchasing products from Creality, please think carefully. In my case, the result has been wasted time, frustration, a complete lack of customer support, and the loss of the product I paid for.
I have evidence including the order confirmation, email correspondence, tracking numbers, photographs of the package received, and video recordings showing the delivery person, company, vehicle, and packages delivered with the incorrect contents.
The worst customer service i will never purchase anything from this company. Bought a 3 D Scanner it arrived, unable to use as it would not charge went through all the necessary steps problem not solved it has been two months now and still waiting for replacement. Many emails back and forth
Bought one of the top of the range printers aK2combo
I would not work when unpacked throwing up lots of error messages their customer service chat team just fobbed my off with a link to their wiki which was no help at all all emails sent to their customer services have been ignored so I’m having to raise a PayPal dispute
I was asked to leave feedback which I did giving 1star which they have as yet refused to publish
I will never buy anything from them again
This is the worst customer service I've ever seen. It's rare if at all that you can reach someone to talk to and they just give you the run around and tell you to wait on an email that never comes. I've been trying to get a refund on a unit that never shipped for 2 weeks.
reached out for missing CFS on my K2 and the customer service would keep telling me they would send me an emal soon and never did the unit is also damaged on the side and they have not offered to fix or replace it im having to send it back and get a better brand due to the lack of customer service
I recently ordered a K2 plus combo, it arrived intact. It is a well made printer, however i had problems with the bed. The bed plate was warped enough that I couldn't get a workable bed level. It seems to be a common issue which would indicate the bed supplier is out of spec on their machining tool. I contacted Creality Customer services via their WhatsApp line and got straight through to a rep (this must be done during Chinese working hrs). They were very helpful and arranged for a new bed to be sent out straight away. The printer produces amazing results. If the bed had been OK I would have given 5 stars.
Worst customer service ever, worst warranty response time.
So update after a month and a half of having a piece of junk printer laying around and already buying a Anycubic, which most definitely recommended, customer service finally responded back saying they are going to send me the parts that I already purchased but after purchasing think those are not the only faulty parts. Its crazy how they expect people to but an expensive item just for it to break and then have it take a month for anything to get done about it. But if you are in the market for a printer like I said the Anycubic printer I bought to replace this piece of junk has been amazing and exceeded my expectations.
Worst customer service ever, so if you buy a printer just hope it doesn’t break down in a months time because you are left with a giant paper weight. Especially because on certain printers they have upgraded and forgotten about the old models and their parts and by old I mean recent just not the top of its classes. I bought a ender 3v3se and had high hopes after having it for a week. I got the upgrades for it. Bought the nebula screen and camera upgrade which wasn’t cheap and extruder upgrade and now I have wasted money that I should have just put into a different printer. The cords on the cr touch are junk and they don’t tell you what type of just plug it is exactly and they don’t make them anymore because they changed the just plug in one end. So me not knowing this and tired of waiting on Creality to get back with me after I sent them picture evidence of what happened l, I bought a new cr touch kit that said would work for the ended series and I bought another nozzle and a couple other parts all to find out that the plug that comes with the kit is the same way so another waste of money. Still haven’t got a response from Creality on something that should be covered under a one year warranty but they are a joke so I guess I’ll be buying a anycubic or really anything but a Creality brand product.
Ordered a ender 3 v3 for my son for Christmas and it come not working and loose wiring. They tried to send parts out to repair the machine but the machine was never used and I asked to return it and get a replacement. And I'm still waiting for a replacement and they received faulty one back days ago and won't answer emails. Over a month and service is terrible. Would not recommend to deal with these. Go to bamulab much better service.
Cr10 smart pro, out of nowhere the wifi gave out. I cannot connect to the printer via Wifi, Bluetooth, or ethernet. I tried to reflash the wifi module per online recommendation and instruction with the firmware provided by creality with no luck. I can't seem to shake the feeling it was intentional.
I ordered a K1C printer combo with two rolls of hyper PLA, spare nozzles, and a dryer. I also ordered the Holloween three-pack of PLA and a roll of ABS. I should have received six rolls of filament in total. They sent me five rolls, four of which are white PLA, no black or orange, and they shorted me one roll. I called customer service, who was friendly and helpful, but had to pass my concerns on to "another team." They email requested photo proof, which I sent them, and now they have gone dark. They also asked for a review on their website, but the review page won't let anyone post a review. Creality's commercial management is either run by a bunch of incompetents or just a scam company. I just hope this printer actually works when I set it up.
If I could, I would give it -5 Stars. I got a Hyper Filament 3D printer and it got clogged so bad that the filament clogged into the circuit boards. They want me to clean the filament so they can see the damage. I will be damage the machine trying to get the filament out of the system. This may make the machine out of warranty due to me trying to clean it. If I could post pictures, I would to show how bad the nozzle. There is no user manual so you are guessing how to fix any problems that needs to be done by owner (nozzle replacement, etc.)
Garbage service! I purchased a LD-002r less than 1 year ago from Microcenter, so the printer is still under the manufacturer’s warranty. I have been going back and forth with their support team for nearly a month. I sent the receipt, serial number, photos and video, and they want more! It’s not printing! Period! I have recalibrated the bed, the unit! Cleaned the exposure plate! And now they want a video of the “fault code!” W$TF! It doesn’t print! I have wasted too much time and effort for zero results. F@@k
If i could giver a negative i would, stay away from the Creality K1Max, it is a POS. i purchased a K1Max, right out the box the extruder was broke, took a month to get replacement, 2 weeks later, did a firmare update, it fried my mothernoard, another 2 weeks for a new one, a week later, extruder quit working. i may have printed maybe a total of 5 -8 hours so far. then the display started showing just boxes, printer down again, by now its 3 months, get a new display, doesnt fix it, get a new motherboard (3rd one) doesnt fix it, 4 months, got a new motherboard, the boxes on my display but now i have been getting unknown nozzle see directions. i was told to change the print board, and the print link cable, nope, 5 months later im told to change the nozzle kit, luckily i purchased extra, and nope, still no fix. now creality is saying so sawy, out of warranty. bye bye
They were fine as a diy printer company. But now they are just over priced with no support for faulty printers they send to you. Plenty of better options out there AVOID
I have had the printer suffer a… AI catastrophic failures
I have had the printer suffer a catastrophic failure twice without detection Creality won't acknowledge the problem or fix it. Insist I buy a new printhead. The printer is less than a year old. Every other print fails. To add insult to injury, Creality can take up to 2 months to respond and you will spend quite some time correcting their notes as they seem not to read through emails. I have given up after two severe failures; One destroyed my buildplate and hot end. The other was about half a kilogram of plastic being melted unto the printhead, encasing it. AI failed to detect both counts. I have concerns over a fire starting as the AI does not work. Stay away from this product.
Received my K1 max on December 29, 2023, 2 weeks later It stopped working. Communicated with customer service and received an email they were out for 2 weeks for chineese new year, after many emails I sent all requested information and was told I would receive a new motherboard and extruder board, after 3 weeks they came and I installed them and the thing went CRAZY, it sounds like it is going to blow up, I reached back out with an email and they claim they have to many emails.
I contacted my credit card company and disputed the charge, this thing has been down for over 2 months.
Im moving on to Bambu Labs
As with all these reports the customer service sucks! The only reason I gave a 2 instead of 1 is because when the K1 max I ordered worked it was great. The bad is that when it stopped for the 3rd time in 3 months customer service has been nothing short of abysmal. I have messages every day for over a week with no response. Not a sorry, we will look into it, or even a pi55 off. They just don't respond.
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