Cut Mat Sticking?

[partyatyourdoor]

I am having an issue with my new 24 in. We run 4 silverbullets all day everyday, so I can figure out how to fix most things, but this one has me stumped.

This machine is doing something new, and it is happening right out of the box, so I'm not exactly sure where to go from here!

When we tell the file to cut, the machine/cut mat appears to stick. It makes a horrible sounds, and then starts cutting, BUT since the cut mat was stuck, and didn't move with the pattern, it is not oriented to the paper correctly. It is a bit hard to explain so I have uploaded a video to my google drive and post a link if needed.

Other bits of info:
If you immediately tell it to repeat, so the machine hasn't been sitting for even 1 second it cuts just fine.

The longer the mat sits with the pinch wheels down (like if you're editing a file), the more likely it is to stick.

We have cleaned everything we can see and think of.

We have tried new cut mats.

We have tried new and different pinch wheels.

Any other ideas on how to fix this?

[MeFlick]

If it’s a brand new machine I would reach out directly to Sherri.