what did you end up setting the thickness & platen gap to?
I wonder if *fully* retracting the output tray (for roll paper only) so the paper hangs would let gravity work for you.
I only had two options: standard and wide
On other settings I think I had a "wider" option...but might be misremembering.
Might try it fully retracted.
Most often it seems to happen in first 5cm of first print.
But I've had a few mid roll. Like I've printed 2 meters...it is all coiled and going fine and then boom...for about 1-2 cm then fine.
I'm preparing for an exhibition of panos. Lost a 3m x 40cm full 360 print because of head strikes at about the 3/4 point.