[Brand new just out of the box and Printcore 1 not working]

I did try to contact support but they haven't responded.  Will try again today. As a teacher, I have very little time to handle tech issues. 

[Brand new just out of the box and Printcore 1 not working]

Hi,

I just unboxed my Utilmaker S5. Printcore 2 works fine, when I tried to load Printcore 1, it never made it to the extruder. I tried to load and unload several times, it would make it about an inch from the extruder in the tube.  I swapped out the extruder, and same thing happened. I put the Tough Black PLA in Printcore 2 with the AA extruder and its working fine. Any ideas what could be jamming it up?