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Ultimaker 2 build plate not at correct height?

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Hi there, I was wondering if anyone can help me? I am having an issue with my Ultimaker 2 3D printer. When I run through the set up instructions for levelling the platform, it tells me to adjust the build plate so that it is 1mm away from the extruder head. The problem is that the build plate is not raising high enough (when it automatically moves upwards) therefore there is about a 6cm gap between the platform and the extruder. I cannot find a solution to this problem and I would really appreciate your help, thanks.

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