Help! Please!

I have the take up reel on my Summa S Class plotter. And it's been working great for months but now all of the sudden it's having trouble. I used to tape up the job to the take up reel with a leader, get it all squared up and then read the barcode and off it went. It would cut full 150' rolls and reel them onto the finished tube no problem. But now when I attempt to read the barcode the take up reel engages and just keeps spinning continuously until it errors out. If I turn off the take up then all works well, but of course I'm stuck hand rolling big logs. Anyone experienced this or have any suggestions? I'm waiting to hear back from tech support but figured I would ask here in the meantime. Thank you!