Where did you get it? Can you call them and ask. It most likely is user error which is common when you first get a machine. I would read everything again. Review how you threaded it top and bobbin both. Does it ask you to lower the feed dogs when setting up the embroidery. Review in the manual everything you need to do to set up the embroidery arm on the machine. Occasionally, there is a machine that does not work right but most of the time it is just that learning curve. Does the store you got it from offer classes, if they do I would take them. Also google "how do I set up a Bernette 79 for embroidery" Those can be helpful.