What thread is she using? I was having a similar problem and it turned out the thread was catching on the end of the spool, and another time I was using the little small piece that holds the thread on the spindle that was the wrong one and the thread caught on it too. Also, what is the thread spool like? There are two styles, one where the thread is wound on the spool layer after layer, and the other is it's kind of twisted on - that's not a good description - but how it comes off the spool does matter. Is her thread laying down or standing up? Maybe she needs a thread holder. I have to use one with my featherweight when using a larger spool of thread. It lifts the thread high enough and it doesn't drag on the machine.