I have wiggled everything, unhooked and reattached everything, and nothing is helping. The man who helped us on the phone the first call (who was very nice) is supposed to call me Monday morning and have me tell him again what the problem is so that they can send me the parts. His name was Ernie and he was very patient with us. But his daughter was rude on the phone, told me that this has never happened before that they lost the order instructions, told my husband that Ernie was too busy to talk to us and then in the same phone call told me that Ernie wasn't there. She told me that I should be more understanding since they were very busy and was I really sure that I talked with them? She also insisted on me knowing the part number that they said they would order and acted like I was stupid and wasting her time for not knowing everything. Ernie was awesome, his daughter not so much. Her attitude is what bothered me the most.