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look at the take up reel tension and back tension
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Tension on both sides feels good (easy to trick it into playing without a tape inserted). Felt on both sides is present and engage when they should.
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A product called 'goof off' will do a decent job of dissolving the hard outer layer
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Would Goo Gone be a suitable equivalent? I do have that on hand.
When you say to pull the roller out, so you mean remove it from the machine, or actually pull the rubber part off of the plastic part it sits around?