Hi Susan,
Sorry to hear the printer hardware isn't working. All that's left to recommend is double-checking the troubleshooting document below for any steps to do. If they match the video you saw, then calling phone support is your next option for repair or replacement.
A 'Paper Jam' Message Displays on the Control Panel
You can contact HP support in North America at 1-800-474-6836 or find the local telephone number for your country here: http://welcome.hp.com/country/w1/en/support.html Please look for the category "Technical Support After you Buy"
Regards, Wally