Extruder Jammed? Filament stops flowing / cannot unload either  

Extruder Jammed? Filament stops flowing / cannot unload either

New XL 2-tool printer.  Finished assembly last night and started a print using just extruder #1.  Ran for about an hour then started getting clicking from extruder, then the filament stopped advancing.  The print head kept moving thinking it was doing its thing, but no more plastic was extruded.  The nozzle temp reported it was OK.  I stopped the job, had it unload the filament, but during unload had a lot of clicking and I had to pull very firmly to get the filament out.  That was using PETG.  Tonight I thought I'd try again to see if I get the same results.  I used PLA this time and did a much smaller print that only needed about 15 minutes of print time.  About 10 minutes into it, it again started clicking, stopped advancing the filament but kept going thru the motions.  I stopped the print, attempted to unload but it was stuck, could not get unloaded. 

I then re-sliced the print with settings to use only extruder #2.  This printed successfully.  Unloading the filament was also successful as expected.

I took a video of the failure from tonight and am linking it here: https://drive.google.com/file/d/1ifdsCd6uId7ALUneFnGNCh3s7hl3Tz7o/view?usp=sharing

This is me trying to unload the filament: https://drive.google.com/file/d/1oNoxzTq-XNzltfTOBgxrURSRbPR5Pa27/view?usp=sharing

I need to know a couple of things I guess:  How do I manually remove the filament on these new extruders? And does this mean I have a bad extruder / what do I do next?

Any insight is appreciated:

Firmware version 4.7.2