After you replaced the cartridge did you try to print and then the jam happened?
Is there a red error light flashing on the printer?
No I do not need access to the PC at this time. Seeing that you have pressed the color button to no avail, have you checked the sheet feeder were the paper feed into the unit? If there is no sign of a jam in there, the paper might be stuck in the printer itself.
What type of cartridge did you replace the old one with? In addition, are you using a different thickness of paper or different size?
This might sound odd: but did you fan through the paper before loading it into the printer? There sometimes is static in between the papers that can cause a double up which could potentially cause a paper jam.
I have found a troubleshooting support document that may assist in this issue:
It is sometimes tricky to diagnose without physically being at the printer. Please let me know if any of these options work.
Did it specifically ask you for a different paper for a pdf?
Hi, my name is ***** ***** I am happy to assist. I see that this ticket was put in on 10/27. Do you still require assistance?