QUESTION Ultimaker S5 Filament won't unload

[zeeg617 0]

Hi, 

 

I have a critical issue with filament. 

 

Issue: PLA Filament does not unload when press the unload button, motor sound was normal, but the filament did not move.

 

Observation:  I heated the nozzle to 220 degree, then I lifted the lever on decoupler and tried to pull the filament out manually, but it is not moving. I opened the cover of the decoupler. I tried to pull the filament by hand again, it seemed I was not pulling the filament but the tube, the inside of the decoupler looks fine, nothing is stuck in there.

 

I tried to choose the load filament option but does not see any extrusions.

 

 

Suggestions?  I want to hear some expert opinion before I forcefully remove the printer core and cause damage to the printer. Thanks.

 

Edited March 8, 2021 by zeeg617