I haven't used mine on a frame yet. The day it came I set it up on a table and just 'played' doing free motion with it. Didn't have any problems with it that way.
Hopefully Chuck will be able to figure it out for you and you won't have to send the machine back to him. That would be a pain in the neck.
I am so sorry you are having problems with it. Please keep us posted.
Did you get one of the classroom machines or a new one?
I chose a classroom machine thinking that if there had been any problems they would have been worked out then, thus hopefully avoiding issues when I started using it.