The feed rollers might be slipping. Check to see if you can clean the feed roller. use just a little isopropyl alcohol on a soft cloth. also use regular 20lb. paper.
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never did ? did you remove all the packing that it was wraped up itn lke the tape amd followed all they have instructed you to do. Then check if the paper load in to many try 1/4 inch or less stack for start 1 sheet is all you really need. fresh paper no damp stuff it will never work has to be flat and dry, Even the machine need to be in a ward dry place.see if this helps
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