have you tried contacting the company itself? i have a longarm with no tech support within driving distance...i live in Michigan, the company is in Utah...customer service has been very good (long-distance) helping me work out problems - deal with tension issues and just learn my machine. i would try (straight from the horses mouth) help first.
good luck...
this is why it is so important when you buy a new machine to buy it from a reputable dealer that offers (free) owner's classes--and TAKE THE CLASSES...when i bought my viking 6 years ago i went in for 4 classes...all free, all all=day; they even spent one whole day on the embroidery unit. when i finished the final class i knew how to use my machine to it's fullest potential.