The following is offered as helpful hints to get the best and quickest support when using our ticket system at the iQ web site.
Please save and send your logs with your ticket. This will save a few back and forth communications and lots of time.
Please update to the latest version of the software to continue troubleshooting.
Please fill in all of the identifying information at the top of the ticket. Please describe the issue you are having as completely as possible. "machine going crazy" or "not working" isn't enough information. The more information we have at the outset, the fewer questions we have to ask, and the narrower the focus of the ones we do. Feel free to attach pictures of anything that will help us understand the issue.
If you are having obstructions (with no error messages) this is what I tell everyone as a starting point: The very first thing for you to do is clean your wheels and rails until they are squeaky clean. Please use the Clean Rollers utility with 91% alcohol and QTips until there is no gray remaining on the cotton swabs. This may take a while. Use Windex and paper towels on your rails also until there is no trace of gray. Inspect your machine wheels to clean the grooves very well also. I use both QTips and paper towels with Windex to clean the Edgerider wheels. Examine carefully for imperfections in the rubber on the drive rollers, and look for any threads on the shafts of the rollers, thread sensor, or Edgerider wheels.
Glazing on the drive rollers is the number one cause of obstructions, imagine driving your car on a thin sheet of ice...
After you are certain everything is as clean as possible, run a panto row in Demo Mode. If you experience an obstruction, go to Utilities > Configuration > Motor Control Setup/Test and perform the Auto Setup on both motors. Try again to run a row in panto mode. Repeat above.
If your motors fail to engage - remove a cover of a motor and feel free to include a picture of the top of your motor on your ticket. If you have clear O-rings, and they are yellowed, they are worn and stretched. You can order new ones here, please specify 5" OC: https://www.mcmaster.com/#3044k503/=1cw7gn0 -- they will be shipped quickly, and replacement is similar to replacing a vacuum cleaner belt, which I'm pretty sure most of you have done at some point in your life.
If your machine stops moving, but continues to stitch in place, and the iQ buttons don't work, your tablet has likely lost connection with the dock. This can happen over time due to vibration or long-term movement. Simply remove and redock your tablet, making sure the contacts are making a good connection with their mates on the dock. Inspect the padding on the dock clamps, if worn or peeling, it can be replaced with Mole Skin from the pharmacy. Take steps to reduce the vibration of your machine head, experimenting until you find the "sweet spot" of needle speed, then of course adjust your iQ motor speed/details to get the stitch length you like. If the dock/tablet is tipping forward at the top, adjust it using the yellow thumb screws on the dock bracket so it is tipping toward the back at the top.
I'm sure there are many more things I could include here, but following these few steps may help you get going again on your own, saving you time and frustration. Of course never hesitate to start a ticket to start or continue troubleshooting any problems or issues you may have. Take a moment to check out all of the information here: https://www.intelliquilter.com/iQpedia/ as well. Lots of good stuff to help you.
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