I have the same thing - 3 year old machine. Clearly the take up roller is clean and comes down to the supply stock - but the rollers do not turn. They rotate freely when the arm is in "up" position - but that may be normal. The gears are tiny little plastic things and I can guess one is busted - impossible to see and hand to get in there. I will look for a repair center but failing that, I'll just tear the damned thing open and give it a shot. Likely, I throw this out and start out. HP is famous for this. I went through their forum and this problem is never resolved. I think I will try another brand. Too often the HP machines are cheap to buy, ink is pricey, and long term use is futile.