Is the hand wheel (on the right side of the machine) stiff to turn by hand? If so, it could be a couple things. Sometimes thread gets wound around the motor pulley and belt. Or the oil/grease they put on these machines goes gummy and freezes up the machine. They don't generally have any service panels, so you can't really get inside to see what's going on. If it's still under warranty, you may want to get your money back.