You may be missing the spindle part! The spindle is a thin, grey cylinder piece that fits horizontally on the undercarriage of the printer lid. To check if this is missing, simply open the top printer lid and check the end of the lid – if there is no grey spindle roller, it may have fallen out. Check the floor surrounding your workspace. Still can't find it? You can contact your Account Manager or our support team via firstname.lastname@example.org to have a spindle sent to you.