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Hi and welcome to Just answer.
Before I answer your question. May I know if your machine is under warranty?
For the meantime I want you to check your machine timing. Remove the bobbin case and bobbin., turn the machine so you can see the needle as it entersthe area where you removed the bobbin case. (for clarity, this area is commonly calledthe hook and race area) as you turn the handwheel, you will see a curved or semi-circularpiece turning towards the needle. This part, called the hook will have a point on itwhich should pass behind the needle approx. 1.5 to 3.0 mm above the eye of the needle.
Please let me know,
I'm just following up with you to see how everything is going. Did my answer help?
Let me know,Chester