AMS unable to retract filament; filament unload function works well

Print using AMS and one filament gets to 99% complete. AMS motor overloads and can’t retract filament. Cancel print and use unload utility, unloads just fine. Consistently with PLA, PLA-C, PLA -plus and PLA silk; several different manufacturers. I want to print multicolor. Not possible with this problem. I will appreciate any suggestions.

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I have something very similar happen on ending prints and color changes. I even swapped in a new extruder. What’s weird is if I hit retry enough it eventually works.

Have you tried replacing the filament cutter in the tool head?

I’m traveling now, will try that when I get back in a week.