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GBC Pinnacle 27 laminator top film roll not moving?

We jus installed this laminator today. I have loaded the top and bottom film roll and made sure the feed tray was locked in place. The bottom roll feeds fine but the top roll will not move/roll. Help??
Angie, October 2014
I have limited experience with pinnacles. Are you certain the top rollers film isnt on adhesive side wrong.

both rollers of film must be dull looking at you

bob haller service and sales, November 2014
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