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I presume the problem is causing paper jam messages. Is that the case?
The problem might be in
A. settings (software, or on the printer itself)
B. cogs and cams and/or linkages in the printer
C. electronic control circuitry in the printer.
To eliminate settings as a problem, you should check that the printer's settings, and the driver settings, specify the particular paper source in which the rollers do not turn. (They might drop down but not turn, if the specified paper source was elsewhere.)
Driver settings should be confirmed to be set to the paper tray in which the rollers do not turn, also.
Let me know, and also mention how old the printer is, please. Thanks.