mzinkspot.....The image you are trying to cut may be 2.5 in the one direction but may be too large for the mat in the other direction. You don't say which image you are trying to cut so there is no way to say for sure. I doubt it's a default in your machine.
Try setting your size dial lower to see if it will fit on the mat.
There is no "repair shop" for the Provo products.