Digital BW, The Print

Hi, everyone. I am new to the group and happy to have the epson 
2400,.... I think. I am having a heck of a 
time loading 13x19 vfa paper via the rear manual roll. Other, heavier 
papers load easily as does the smaller 8 1/2 x 11 vfa. Has anyone had 
experience with this problem and do you have any solutions? I emailed 
epson and they said "have patience". I've managed to get the 13x19 
paper thru twice(in who knows how many attempts!). However, I don't 
know what created that success. I'm not sure it was patience. It felt 
more like chance.

Charlotte