If the machine does not stitch from side to side, or up and down, but does stitch in the other direction, you probably have a loose encoder connection. If the problem is side to side, check the encoder that moves along the x axis. You can try taking out the phone cord connector and plugging it back in to make sure the connection is firm. Also check the phone connector on your main control board. If it does not work side to side, check the encoder on your y axis. Also inspect the phone cords for damage. If the cord is damaged, replacements can be purchased from www.quilttech.com.
If you have checked both the connections and the cord and the problem still persists, the encoder itself is probably damaged. Please contact us for a replacement encoder.