The cable drum (also known as spool) has grooves in it to ensure that the cable is properly located when the clock is wound. A clear cover over the cable drum holds the cable in the proper groove.  If the cable overlaps another cable on the drum or gets out of its proper groove, the cable will likely bind with the clear cover and prevent time keeping, chiming, or striking.  These conditions are generally referred to as "cable overlap".

1. An overlapped cable is typically caused by one of several factors.

• On a new clock, if the Styrofoam blocks are removed from the cable pulleys before they become loose through normal operation, which typically occurs after 8 hours of run time.
• If the clocks is wound without the weights attached. This is a possibility on a floor model or any other clock that was previously operated.
• If the weights are lifted by hand while winding. This creates slack in the cable.
• If the clock is moved with the weights attached. Any action that prevents the weights from hanging straight down can cause cable overlap.

2. Although difficult, it may be possible to visually see a cable overlap situation by looking at the cable on the drum (typically three) with a flashlight through a side access or other point of sight.  What to look for? Cables should not cross over other cable on the drum. Cables should all be side-by-side on the drum without any empty grooves between cable. Begin by focusing ONLY on the drum that is causing a problem. If the clock stops, focus only on the center drum. If the clock operates but will not strike the hour count, focus only on the left drum as you're facing the clock. If the clock will not chime or play the melody, focus only on the right drum. 

3. It may be possible to correct a cable overlap by redirecting the cable to the proper position. Otherwise, contact an Authorized Service Center for repair. Correction of cable overlap is not covered under warranty.