The bobbin wInder for the M sized (long arm) bobbins is broken. The inner piece to the spindle that holds the bobbin to keep it from slipping during winding is missing. As a temporary work around, you can purchase prewound bobbins from A-1 on Oliver, Beehive Quilt Shop or another quilt machine retailer. There is a winder on the machine and the instructions are in the manual on the shelf. It can be temperamental so I will get our existing one fixed or replaced ASAP.
AGAIN, if something breaks, please email me. Yes, I am grumpy when stuff breaks, but grumbling isn’t fatal. This caused problems with getting a member authorized last night and somebody else their early morning time on the machine.