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Mechanical issue doesnt allow me to load roll paper

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Designjet z2600
Microsoft Windows 10 (64-bit)

When i try to load roll paper in my printer, it meets something like an obstacle that doesn't let my roll to pass through and start the process of paper loading.

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Did you have a jam before this happened? In most cases where we find this error we find a foreign object lodged in the paper path and not always paper. I would power off the printer, release the paper lever on the left side and then try to slide a piece of  paper through. If you can get it through in one area, gentle floss back and forth as you move the paper across the run of the platen. When you find the obstruction, you might be able to use that piece of paper to work the jam out.

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