samsung ER-4940?

The paper was changed on the receipt side and now it is not printing? It will "feed" the paper only when the receipt button is pushed....but otherwise nothing. Are there diagrams available on how to correct this. We feel that it may have to do with the stamp imprinter that prints thank you on the customer's receipt copy as it appears to be "floating" and will not clamp down properly, which we feel is the reason that it is not "feeding" through.

thanks