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Nick, the bottom one (closest the tube) has to be completely loose. The top one is tightened to get the appropriate pressure of the adjustment mechanism on the tube for the weight of eyepiece.
The bottom one is the annoying one since when screwed in, the adjustment mechanism just spins freely - feels weird.
If that doesn't work, then you do have some other problem, but these are pretty simple mechanisms - not much to go wrong.
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