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Troubleshooting
If the machine stops operating correctly, check the
following possible problems before requesting service.
You can solve most problems by yourself. If you need
additional help, Brother support website offers the latest
FAQs and troubleshooting tips. Visit us at https://s.brother/
cpjaq/.
If the problem persists, contact your authorized Brother
dealer or the nearest Brother authorized service center.
List of symptoms
Check the following possible problems before requesting
service. If the reference page is "*", contact your authorized
Brother dealer or the nearest Brother authorized service
center.
■ Getting ready
Symptom, Cause/solution
Cannot thread the needle.
Needle is not in the correct position.
• Press the "Needle position" button to raise the
needle.
Needle is installed incorrectly.
Needle is turned, bent or the point is dull.
Upper threading is incorrect.
The needle threader lever is not lowered until it
clicks.
The needle threader hook is bent and does not
pass through the eye of the needle.
The needle threader lever cannot be moved or
returned to its original position.
Bobbin thread does not wind neatly on the bobbin.
The thread is not passed through the bobbin
winding thread guide correctly.
The thread that was pulled out from the bobbin
winding thread guide was incorrectly wound onto
the bobbin.
The empty bobbin was not set on the pin
properly.
While winding the bobbin, the bobbin thread was
wound below the bobbin winder seat.
The thread was incorrectly passed under the
pretension disk on the bobbin winding thread
guide.
• Remove any entangled thread, and then wind
the bobbin.
The bobbin thread cannot be pulled up.
Bobbin is set incorrectly.
Symptom, Cause/solution
Nothing appears in the LCD.
Main power switch is not turned on.
The plug of the power cord is not inserted into an
electrical outlet.
The LCD screen is fogged up.
Condensation has formed on the LCD screen.
• After a while, the cloudiness will disappear.
The operation keys do not respond, or the key
response is too sensitive.
A glove is worn when the keys are touched.
The keys are touched with a fingernail.
A non-electrostatic touch pen is being used.
The sensitivity of the operation keys is not set for
the user.
The machine light does not come on.
Reference
[Light] is set to [OFF] in the settings screen.
Embroidery unit does not operate.
10
Embroidery unit is not attached correctly.
24
Cannot retrieve an embroidery pattern via wireless
network.
24
Embroidery patterns unavailable for this machine
21
cannot be retrieved.
• Check the embroidery data and the message
displayed on the application.
*
■ While embroidering
Symptom, Cause/solution
*
Machine does not operate.
"Start/Stop" button was not pressed.
The bobbin winder shaft is pushed to the right.
17
There is no pattern selected.
Presser foot is not lowered.
19
Needle breaks.
Needle is installed incorrectly.
17
Needle clamp screw is not tightened.
Needle is turned or bent.
Using improper needle or thread for the selected
fabric.
17, 48
Upper thread tension is too tight.
Spool of thread is set incorrectly.
There are scratches around the opening in the
needle plate.
There are scratches near the hole in the
embroidery foot.
There are scratches on the bobbin case.
19
A bobbin designed specifically for this machine is
not used.
Troubleshooting
Reference
11
11
–
3
10, 14
13
25
–
Reference
33
17
30
33
24
24
24
23
35
17
*
*
*
17
49
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