XYZ 3D Printer Slow Filament Load

Hello, i work at a 3D printing store and one of the printers we use is the full color Davinci  printer. Unfortunately a problem has occurred and i am not sure what exactly is causing it. I try to load the filament (load from the touchscreen) and when usually i would get a message "insert filament" i would insert the tip and the printer would automatically load it through the tube to the nozzle, now it seems to be skipping that step and i can't load it. Not completely though, it stars loading it at a very slow pace, to give you an example i have to reload it like 4 times for the filament to reach the tip of the nozzle and start leaking on the bed. It prints just fine if you're patient however i'd like to get to the bottom of this, i anyone encountered the same problem some advice would be greatly appreciated.Btw i have cleaned the nozzle several times and the tip of the filament is always sharp.

Thank you in advance.