Motor/Index Errors or Motor not Working (No Stitching)

The motor no longer turns when trying to engage the system, producing a motor error.

Check Communication with the system

Do you receive an error on communication when you start the system? Are the TX and RX boxes on your Android tablet red? If so the motor error is actually due to a communication error. See the troubleshooting guide for communication here.

Check the shaft

If the shaft has seized, the motor will not turn. Check the shaft for any stray thread or other debris that may have tangled and caused the shaft to seize. If the shaft turns freely, you will need to check diagnostics.

Check the fuse

Newer systems may not have a motor fuse. Using a flat head screwdriver, remove the fuse marked Motor Fuse on the side of the Control Box (PCB Box). Place the screwdriver in the slot on the fuse holder and press in and rotate the holder slightly counter-clockwise. The holder should pop out and allow you to remove the fuse.

Inspect the fuse to see if it has blown. It will appear blackened inside if the fuse has blown and the wire inside will be broken.

Check Diagnostics

Motor encoder

In File > Diagnostics press the Motor Encoder button so that it turns green. Turn the handwheel roughly one full revolution. The encoder Count on the screen should be somewhere between 4000 and 6000 counts.

If the Encoder counts are significantly less than that, or they aren’t reading at all, then your motor encoder may be faulty. Ensure that the motor index and the Motor Encoder wires are plugged securely into the correct ports on the PCB board in the Control Box (PCB Box)

If the wires are in their correct ports and the encoder counts are lower than normal or zero, a replacement motor is needed.

If the encoder counts are normal, then check the motor index.

Motor index

In File > Diagnostics press the Motor Index button so that it turns green.

Turn the handwheel several full revolutions, watching for the Motor Index counts to add “1” at roughly every revolution to the Motor index total.  Also take a look at the rear main “stitch control PCB” (digital PCB) while rotating the hand wheel.  On this PCB there is an LED light (LD5).  Each time the sensor comes in contact with the flag / magnet the light should change (on-off or off-on).  If this light IS turning on, your index is working.  If the light is turning on, we need to look at the motor ratio (see below).  If the light is NOT turning on, then follow the steps below.

If the counts do not appear, you may have an Index sensor issue. Ensure that the index sensor is securely mounted to its respective mounting location and that the window and flag / magnet are properly aligned. If they are properly aligned and the issue persists, ensure that the motor index and the Motor Encoder wires are plugged securely into the correct ports on the PCB board in the Control Box (PCB Box).  If the system has a motor fuse, ensure the fuse is proper as well.

If the index sensor is aligned properly and in the correct port of the PCB board but there is still no reading, you may have a faulty index sensor and should contact technical support.

If the index sensor has normal readings (about 1 count every  revolution), then this is working properly and you will need to check the motor.

Check the Motor

Check halls

Go to File > Diagnostics > Motor Settings > Additional Settings

Press the Hall Sensors button located at the bottom of the screen. You should see A, B, and C with either a 1 or a 0 next to them.

If A, B, and C all show 1 at the same time, then you have a faulty motor.

As you turn the handwheel, you should see the 1 value cycle from A to B, from B to C, and from C to A. As long as the 1 appears for A, B, and C during a hand wheel rotations, the Hall sensors are ok. (It is also normal for consecutive hall sensors to briefly show two 1s at a time, such as A and B both showing a 1 during the handwheel turn.)

If the hall on of the hall sensors never shows a 1 after several turns of the handwheel, you may have a faulty motor.

If the hall sensor values display normally, then you will need to check the phases.

Check phases

Go to File > Diagnostics > Motor Settings > Additional Settings

The three phases of the motor are U, V, and W. Starting with U, press the phase button until it highlights green.

Gently turn the hand wheel a full rotation, paying attention to any resistance felt while turning.

If you feel no resistance at all while turning, then that phase in the motor is faulty.

If you do feel resistance while turning, then that phase is working properly. Continue testing the other phases.

If all of the phases are working properly.

Check ratio

Go to File > Diagnostics > Motor Settings > Additional Settings

The motor ratio could be off. An update can revert a set motor ratio to the default 1.475 (This is the correct setting for Tin Lizzie ESP, Viking, Pfaff, and King Quilter machines).  In order to reset the motor ratio

  1. Select Motor Ratio
  2. Gently spin the handwheel 3-4 full rotations (Be careful to not backtrack while turning)
  3. Select the white box that has the motor ratio number
  4. Check Load Ratio (If it is already checked, uncheck and recheck the box)
  5. Go back to Diagnostics and test the motor encoder and motor index again.

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