My Cutter / and Pen are not moving up and down - Help!

[ChickenFinger 0]

Hello, I just got my MH 871 and after reading and watching all documentation. After setting up everything I realize that I have no "bounce" or "spring" in the pen or cutter holder. It does allow me to move it up or down manually, but there is no machine action in it. I assume it has something to do with the magnet part? Any help is appreciated.

[OWJones 1,981]

Call customer service, they'll be able to walk you through troubleshooting steps.

[Dakotagrafx 7,297]

new machine will be call tech support monday - could be wire, mb, etc.  If I remember correctly someone not long ago took the bottom off and found the plug for this was unplugged.  I know on the pcut they are all hot glued in but maybe not on the new refines