Three Steps to Take before Calling a Technician for Your Machine

Posted by on February 19, 2014

If you’re having an issue with your machine and you feel that it’s time to call a technician for advice, it’s best to prepare a few things before you call to help ensure successful resolution of your issue. The technician is going to ask you a few common questions, and if you’re prepared, it will save time on the phone.

What is your name and what model machine do you have?

Your machine is serial numbered and should have been registered. (If you purchased a used model, it might not be registered to you.) Go to our website and register your machine if you haven’t already done so. This is an important first step, as the technician will keep a log on your machine to help track any maintenance issues that may be repeating and could give them insight into the machine history. It’s kind of like keeping a medical record on your machine. It’s a good thing.

If you are experiencing a software issue, the technician is going to want to know the software version you have along with the machine model

The software version is located on the touch screens, which means you would own a model with a computer attached. Here’s where to find the version number:

  • Click on your Home Button
  • Click on Set Up
  • Click on Updates
  • Click on System Info

Write down everything you see on that system information screen. The technician will want to know most of that important information.

TIP: Some long arm owners keep a 3-ring binder with everything in it (manuals, TinLizzie18 news tips and blogs, make, model, year, serial number, system information and maintenance records.)


The technician is going to want to know if the error can be repeated, duplicated or if there is a sequence or pattern to how this error happens.

If you can take a minute to think about the circumstances of the error, and get the error to repeat,  it will save both you and the technician some time. We also know that some errors do not repeat or that the type of issue you are having might be a one-of-a-kind issue.

You can request service via our website, or you can call or email your local dealer or the TinLizzie18 Retail & Training Center near you to help you with any questions you might have.

Happy Quilting!

Filed under: Blog,TinLizzie18 Quilting Tips

Leave a Comment


  1. Nan Clark says:

    What would cause the thread not to come out of the tension dial area smoothly? After I thread the machine, I pull on the thread to make sure it moves smoothly and it goes from tight to loose. I’ve rethreaded and rethreaded and reviewed and reviewed the threading instructions. Not using a new spool of thread. Not using a new brand of thread. This is a new issue with the machine. I checked and cleaned between disks to make sure nothing is caught or stuck but the problem continues. Stitching out a computer programed pattern the machine will stitch for 10-60 stitches and then break right after the tension dial/spring area. Any thoughts?

    • kelleyn says:

      Hi Nan…You could have a bur on the hook or needle guide or a bad needle. The other thing is it could be catching on the top of the thread tree.

  2. Pam says:

    What is the fix if the encoder is not staying down???

    • kelleyn says:

      Pam, in order to accurately diagnose this we’d need to know which encoder and frame. Please call our service desk at 888-QUILT-18 if you are still experiencing issues.

      Please accept our apologies for the delayed response. Some comments were hung up as spam through our website.


  3. cathy m. brown says:

    when I am sewing a straight line the stiches are like a basting stitch. when on a curve the stiches are ok. I have a Ten Lizzie 18. What is wrong with my machine?

    • kelleyn says:

      Cathy M. Brown- The encoder is not staying put and that can cause the big stitches. Hold the encoder down as you move the machine left to right. If that works then we know it is not staying down. If not then call 888-784-5818. Sorry for the delayed response. Some comments were not appearing on our site.

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