When printing a document it is only printing 1/4 of the page

asked on August 18, 2015

When printing a document from Laserfiche the user is only getting the first quarter of the page. When this is done the first quarter of the page is printed four times. I have tested to see if exporting the document first and then printing it would produce the same issue and it does not. I have checked the dpi which the image was at 200 dpi. The settings were set to scale to fit and for auto orientation. I was wondering if this has happened before. I was going to plan and see if this issue is persisting on all machines with the same document. I will also request that the user export the document to me so I can test on my end. I was wondering if something similar to this has happened before?

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replied on August 19, 2015 • Show version history

I would have the user export to test just in case but usually a problem like this will be a weird issue that is specific to that print driver/printer that the user is using.

I'm assuming this only happens in Laserfiche - I would try exporting the tiff and having her print the tiff from paint - this will only print the first page but it might have the same issue. At that point you can send the customer towards their printer company. This way she is testing something closer to the way Laserfiche prints instead of MS Word which generally interfaces differently with the driver.

Offhand this happens most often when there is communication issues with a USB Printer. One common issue with this is plugging in the printer to a usb1 port when it needs to be USB 2. HP desktops have this issue quite a lot.

(*I've done a bit of printer troubleshooting in my previous life!*)

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View 1 previous reply

replied on August 19, 2015

The user doesn't have any issues when exporting and then printing. When this is done the page is printed without any issues. I can request the user to plug the printer into a different USB port. My suspicion is that it has to do with the image. The reason for this suspicion is that it was working the previous week. I have asked if there was any changes and there were none recalled.

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replied on August 19, 2015

Did you export as a tiff and print that, or just export as a PDF? That'll make a big difference.

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replied on August 20, 2015

I exported as a TIFF and then printed from that. I haven't attempted to export as a PDF. Should I attempt that?

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replied on August 20, 2015 • Show version history

No, if that printed fine it's something with a combination of that tiff, that printer, that client.

Does anyone else use the same printer? If they print to that same printer from laserfiche does it still happen?

In addition, does someone else who logs into that person's machine get the same issue when they print to that?

At this point it's a matter of narrowing down where the issue is. If it works on other machines but not theirs, try the other user logged in. At that point if the other user logged on that machine works you might try wiping the user's settings in Laserfiche admin/users/username/attributes tab (make sure you check the system settings as well). This will reset her settings back to an "out of the box" state in terms of how her client is setup.

If the other user has the same problem on that machine, and both users can print fine from another machine it's probably a print driver issue.

If the problem exists on other machines too it's probably a corruption in that one scan that laserfiche can't handle when sending to the print driver. The only real way to get around this is to export the image and then print it, or see if there's a different driver you can use on that printer. (For example on some machines you might have both a PCL and PS driver available)

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When printing a document it is only printing 1/4 of the page

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