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Janome Memory Craft 9500 Troubleshooting. When sewing the needle thread gets looped in the hook

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When sewing the needle thread gets looped in the hook cover plate. It will sew a few stitches and then gets hung up. We have tried re-threading both the needle thread and the bobbin, new needle thread and bobbin thread, taking off the needle plate, and cleaning out. Any suggestions?

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