Filament stuck, seems to be above idler?  

Filament stuck, seems to be above idler?

Hi, I just completed a successful print, and told my printer to unload the filament.  When it said to pull it out, basically it didn't move.  I have tried loading and unloading and the filament itself is jammed in there, but it all seems to be above the idler and the nozzle, as far as I can tell.

I am a total newb at this.  I found the instructions here ( https://help.prusa3d.com/en/article/removing-filament-from-extruder-manually_121491/) and opened the idler door.  I don't see any filament in there at all.  It doesn't help that the filament is grey, and that I have never looked in there so I don't know what "normal" would be.  But I don't see anything.

I have a full strand of filament (still attached to the spool, but of course I can cut that at any point) and it just doesn't budge when I pull on it with reasonable force.  I didn't want to risk breaking it off.

I got the printer fully assembled and it is only a week old.  Was working fine until this.

Also I was using a .8mm nozzle, if that matters at all, but I had done a lot of prints successfully with the nozzle before this happened.

Any suggestions what to do next?  The troubleshooting seems to jump to changing the PTFE tube, but I am not sure it is anywhere near the tube at this point (I assume that is below the idler door).