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Cannot get polypropylene media to load

over 5 years ago by Laurie J Lawrence

I recently ordered HP Everyday Matte Polypropylene, 3-in Core - 36"x 200' media and I cannot get it to load in either my HP DesignJet T920 or HP DesignJet Z6. Insert the media until here the ding but it never pulls the paper fro the spool. Just keeps unloading. Cannot figure out what the issue is.