Crank problem

[^Tayo^]

I have an Eagnas (700LE series) and my crank does a funny thing: it keeps breaking my string even at 12lbs!! A couple of observations:

1. The locking lever won't pop out
2. The ball bearing string gripper won't pull forward
3. Obviously the tension spring doesn't compress as much as I crank.
4. However the locking lever will pop out only if I don't put entire the string in the gripper (more like at the endge) and that i'm welll aligned (parallel) to the main.

Help me guys!

[cooler]

maybe u didnt set up the crank mechanism correctly.
check the manual or call their service support.
hard to help if no photos or video