I think you need to talk to a same machine owner or call the shop you bought it from.
Try this support site
http://content.janome.com/fusetalk/f...&threadid=1165
you can also type janome help in Google
Originally Posted by Halo
We went step by step on loading the quilt to the frame. Used the manual to make sure we threaded it right. In fact have re threaded it several times. Could the problem be the needle? Broke it ( due to operators error) & when we replaced it, with the ones that came with the machine, we noticed that they were not like the ones in the manual.