HP 335 Substrate Roll Not Moving..Need help!

[mpn]

I have a low usage HP 335 and it just started not rolling the material. It is not throwing a code and I've restarted it from powered off with zero change. Usually when it acts up it's a firmware update, but the power on/off takes care of most problems, except now. I'm dead in the water, so hopefully someone has some advice? TIA

Edit: the feed roller on the print bed is working, the substrate roll is dead. I swapped rolls and it quit.

 

[balstestrat]

If it's not giving error it usually means the motor is working but some gear is disconnected or broken. I would open it up and check what's going on.