I do not think this is a DIY repair. That said, it seems likely gearing has been damaged. Without a workshop manual, even if you found the gear, you do not know the identification number for it. I see no authentic download of the workshop manual on the web for this Memory 9500.
I only find the Instruction manual available on the web (freely available at the Janome site). Even if you find a Janome technician on an answer site, that is not going to get you disassembling the machine, replacing the part, reassembling it, and adjusting it.
Check Janome support and see what they offer: tech advice, workshop manual for sale, and/or parts. You are likely to conclude you need to find someone at a service center.
Here are some links:
http://janome.com/en/support
http://janome.com/siteassets/support/manuals/retired/embroidery/inst-book-mc9500.pdf
Instruction Manual Janome and Newhome 9500 (hardcopy, some parts)
http://www.janomeservicevideos.com/wordpress/wp-content/uploads/2015/02/Error-Codes.pdf There is only one reference to the 9500 on the page.
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