covage

Hello everyone, I am having issues loading filament into our Ultimaker S5 machines. The print head is not extruding the new material whenever I place a new spool onto either of our machines. The material gets fed through the bowden tube fine, it is this last step that is giving me issues. no material comes out of the extruder for the last step. I have performed cleaning operations on the print heads (hot and cold pull), and like I said everything except the last step works perfectly. any help is appreciated!