Hotend crashes into print

[Byrnet]

Hello All,
My wife got herself a new A20M and after I assembled it we tried to run the sample on the SD Card. Twice we attempted to get the dog to print and twice it got up to about an inch tall, 25 to 38 mm, and then hits the print and rips it off the printer.

I am wondering since the X axis needed to be loosen slightly due to it bumping along the rail could the Z axis be doing the same or is there an issue wit the code on the SD card?

Went to remove filament, heated up hot end and got a thermal error and had to reset machine.

Honestly not impressing me so far. Before I pack it up and send it back to Amazon I thought I'd ask the group.

Thanks

Tim

[William]

Hi， Is the hotbed leveled before you print? you can refer to this: https://www.youtube.com/watch?v=L8v87jYLbHg
If you are leveling but there is a problem with printing, you can check the tightness of the belt and make appropriate adjustments. For details, please refer to this: https://www.youtube.com/watch?v=TDEiSuxT3uA
2. Check whether the bearing and the pulley are issued, and if the card is issued, it can be lubricated for lubrication;
3. Adjust the drive board voltage (0.8-1.2V)

[Byrnet]

Thanks William,
I figured that problem out it was operator error and not the machine.