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You mentioned not being able to remove the drum and toner. All you should have to do is lower the access door, grip the toner and drum in the middle and wiggle and pull it up and out. The video below at the 1 minute mark shows the process. https://youtu.be/-ZgfY1ow7LE?t=56
With that being said, I would also run through all three of these guides on this page, which show how to clear paper james in the front, rear, and inside the machine
If you get stuck or run into any issues, let me know.
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