This just screams hardware issue to me. I really hope it can be resolved with firmware/driver/settings updating and checking, but I doubt it.
That being said, it is really bizarre it only happens on roll paper.
Does this happen every time, or intermittently?
Do you have other rolls (different brand or paper type) you could try, just to get more info on if it happens there?
I hope I'm wrong, but I think you'll be left with using a workaround in your template or calling in a tech. Calling in a tech could have some value, if it is a hardware issue, because who knows if something like this would progressively get worse.