Help! Gantry/Laser Arm Derailment

I was in the middle of an engraving job when the Glowforge said that it could not complete the print. When it goes to re-center the machine, the gantry derails. I have tried everything -there’s no obstructions, I’ve cleaned the rails, loosened the wheels/tightened them, checked for any wires that could have gotten caught.
When the machine is off, it wheels on the track just fine. When I turn it on it makes weird noises and ends up derailing. Although it has gotten a bit better… it isnt fully derailing like it was, now it just a bit crooked but still making the noises when moving.

Here are the steps that Glowforge recommends


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