I have the 8200 but can't remember if there is a reset to use as a last resort button. I assume you looked at the troubleshooting guide in the back of the instructions. The only other thing I can think of is to make sure you use the needle up button before trying to move the needle to make sure it's positioned right. If none of those help, I would call the dealer and then maybe take it in for adjusting. I'm sorry your mom is having this problem - so frustrating!