New lawn mower pull cord will not pull out fully?

Today we purchased a Troy-bolt TB130 160cc Honda engine push mower with an auto joke system. When we went to pull the start pull cord all it does it give a little slack and then completely locks up. If we slowly pull it wait for it to lock give a little back and slowly pull again more come out. What are wee doing wrong?

Take it back it is under warranty.

Did you add oil?
Is is new? If so take it back to the store, it sounds like something is with the pull cord spool.

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