Good news!! The exit/ duplex baffle was the culprit. The customer or someone must have disassembled the unit and reassembled it incorrectly. Which apparently isn't hard to do unless you knew that the duplex baffle needs to be fully actuated before placing the top feed assembly down onto the platen assembly. The baffle was causing the entire upper section to not seat correctly causing the rollers to not have enough "bite" to transport the paper. Thanks mntech