B2360dn won't lift paper

Hi,

I have a brand new dell B2360dn printer out of the box and it won't lift the paper from the tray.

The paper is plain paper not fancy thick paper.  I updated the firmware to the latest.  There's no jam because the printer hasn't printed any thing yet.

Any thoughts?

It's looks like the same problem this person has but mine is new and my rollers are the original white ones: www.youtube.com/watch?v=G1FIPsGZW-Y

-tom