Phenom L Not Printing Model

We recently purchased a Phenom L over the summer. We ran it when we set it up and it was printing fine. We were in the process of adjusting our support settings. We ran into an issue where the prints are printing the raft and supports but not the model. The model sticks to the film and it doesn’t build up from the supports. Since this issue started we have changed the FEP film, leveled the bed, and leveled the machine. And this still happens. We are using the recommending Peopoly deft resin and I have re-installed Chitubox and used the supplied basic settings that we started with but still haven’t had a successful print. Any ideas? TIA

Sorry to hear about your printing problem. The most effective way to provide you with the best answer is to get as much information as possible from you.
The information we need from you:

order number
Where you are
Machine serial number (at the switch position in the lower right corner of the device)
Question survey information This is a support survey and covers factors that affect all key factors. Some may be answered, while others seem to be irrelevant to the question at hand. Please answer as completely as possible:

You can download it as a Word file and put the answer in

We are in Beaumont, CA and the serial number is 15620201188. We ordered it through Matterhackers. Do you still need the order number? Thanks.

hi, please contact by email so that Matterhackers can follow up and fill in the survey form in detail. Thank you