I have a Nolting and my dealer has been great. Dan who owns the company is also very good when it comes to having issues. I would say check the thread run and be sure it is coming off the spool easily. I had issues with one spool of thread as it kept catching and breaking the thread. Be sure you have used the thread holes correctly.
Good luck. You do not say where you are located. Maybe someone nearby could assist.
I love my Nolting. Just takes time to adjust to a new machine.