Z9+ roll paper will not load correctly

[jfxogara]

Friends, recently when I load a new roll of paper (type of paper does not seem to matter) the printer pulls in the paper, goes through the skew adjustments for 30 seconds or so, the paper sticks out as much as 25 cm in front of the blue line, then the printer ejects the paper with the error message “Unable to load paper.”  I have tried loading 24” and 17” and the result is the same. 

With sheet paper the situation is similar except that the printer stops at one point then asks for a manual alignment, before ejecting the paper. 

HP tech support suggested using canned air to blow possible debris off the line sensor, which had no impact -- the printer is relatively new and I am not sure there is a lot of buildup at this point.  Any suggested remedies?  Thanks in advance for any suggestions. 

[Repairatrooper]

Your best bet would be to run diagnostics and test the various sensors to ensure they are working. If the printer is not very old and still under warranty, engage HP and get a technician dispatched. If you look around on the internet you will likely find a source for a service manual that will contain the information you need.

[jfxogara]

Thx, unfortunately printer is not under warranty.  On the advice of the HP techs, I did run the "Rewinder adjust " sequence, which had no effect.  What other  diagnostics and sensor tests do you have in mind?  Thx.

[Repairatrooper]

There are many tests that can be run in technician mode and perhaps you need to engage an HP partner that has a certified tech. My NDA as an HP service partner prohibits me from dispersing service access codes or partner restricted information.