Hi, this is a common issue with them. You will need to get the engineer out, there is a complete unit they can replace. It is likely the metal cord has come off the rollers, but in my case it could not be wound back on. So get in touch with your local B and O retailer, they will have a link to a repair engineer, who can visit you. My Avant is dead, multiple video boards, thousands spent. Then the screen died completely. When it worked it was magical, but it has been one of my biggest financial mistakes ever. It was not fit for for purpose.