Originally Posted by evade65
Lose the plastic guard you mean? I could try that yes, I have been using the bike the last few days and it still does it, is there any chance no matter how small the if the gears are not set right it could cause this? As I don't think they are quite right because when I change Down it does not go to the lowest sprocket , thank you all for your advice too, I'm very new to biking
1. Yes, lose the guard.
2. No, derailleur adjustment is not causing your original problem.
3. Your new problem could be a limit screw issue.
Did you buy this brand new bike from a shop? They need to make it right free of charge.
PS. Rethink on 2 above, is your upper derailleur pulley contacting the cassette at any time? Couldn't tell from the vid.