We were able to get it to work after initiating the filament feed again and making sure to select OK to initiate the next steps... As oppose to letting the spool just feed in through the feeder and letting it run. Thank you for your help though.
Got help from Ultimaker... they sent me this link: https://fbrc8.zendesk.com/hc/en-us/articles/205089914-My-First-Print-Won-t-Extrude-Is-my-nozzle-clogged-
This is what they explained in more detail:
It sounds like you may be loading your filament incorrectly; this happens a lot with first time users. The filament loading process has three stages; if you wait too long before initiating the second stage, the filament will grind down in the feeder, accelerate too far and begin coming out the nozzle, and then the filament is ground down and there is no way for it to advance when it's time to print.
I have an article here that explains what I believe the situation you're experiencing is: https://fbrc8.zendesk.com/hc/en-us/articles/205089914-My-First-Print-Won-t-Extrude-Is-my-nozzle-clogged-.
"When you load the material, make sure to hit the continue button to start the fast load process as soon as you see the filament appear in the bowden tube over the top of the black feeder box. This should bring the filament most of the way through the print tube, but it should not come out of the nozzle at this time. It will then do another slow loading to bring it the last few inches and should then begin coming out of the nozzle. Now when you go to print, it should be able to print well."