Quote Originally Posted by tibbs
...The customer took out the drum but its getting stuck when reinstalling...
Interesting.

Quote Originally Posted by tibbs
The drum barely goes in, less than a quarter.
Could the customer have released the drum lock?

This would cause the Drum Unit to be rotated and not in the locking position, causing it to stumble.
With the Unit outside, place it on a table and try to turn the drum, if it rotates it is NOT blocked. Turn it until the drum is locked and insert it back into the device.