In our company we have a large majority of Kyocera TASKalfa printers (various models) in which from version 7.5.0 onwards we are having printing problems sending the printouts to the auxiliary tray. The printer technician says that the problem may be that the application sends the size of the sheet and not the type (A4, A3).
En nuestra empresacontamos con una gran mayoria de impresoras de la marca Kyocera TASKalfa(varios modelos) en las cuales a partir de la version 7.5.0 nos genera problemas de impresion enviando las impresiones a la bandeja auxiliar.El tecnico de la impresora dice que el problema puede estar en que la aplicacion envia la medida de la hoja y no el tipo (A4,A3).
Hello @Man.Ribera.Alta
Sorry for the late reply.
Could you please provide us with details on the situation? Please describe it step-by-step, as detailed as possible. You can record a video file or make screenshots.
Additionally, please confirm that the situation reproduces on the latest version of Desktop Editors (v.8.0.1)
hello @Alexandre
Our company works with Kyocera TASKalfa printers (various models). We have always been able to print correctly and directly from OnlyOffice (file>print) but since version 7.5.0 onwards this has not been the case (it also happens in version 8.0.1) the printer sends the sheets to the auxiliary tray. We have spoken to the printer technician to rule out possible problems with the printer and he tells us that the problem may be that the application sends the size of the sheet and not the type of sheet (A4, A3).
As a temporary solution we have installed OnlyOffice version 7.4.1.Since in this version and earlier, the problems with the printer disappear.
Hello @Man.Ribera.Alta
We need additional information about the situation. If it’s possible, please record a video file while you’re reproducing the situation.
Additionally, we need the information about:
As suggested above I believe this is because the printer expects the paper size to be A4 but 210x297 is sent (which is obviously the same in dimensions, but probably a different naming).
Hello @J-N-K
You should be able to upload missing images from your post now. Please upload them, we will check the situation.
A few more thing, do I understand it right that you’re using Desktop Editors app?
As you can see "Seitenformat (page format) is set to A4 and orientation to “Querformat” (landscape). It doesn’t matter if it’s set to landscape or portrait, the result is always the same.
These are the printer settings in the printer driver:
Pagesize here is set to A4 and in fact you can only select defined formats (like A5, A4), not something like 21x29.7cm. Paper type is “Normalpapier”, which is what you can also see in the picture from the printer display.
However the printer requests 297x210 paper. As I already said: orientation doesn’t matter, the message is always the same. The paper tray is set to A4 in the web interface of the printer and that works perfectly fine with the same printer driver on the same machine for Excel or Adobe Acrobat. I get a similar message on the printer display when I set the paper size to A5 in the print dialog of Acrobat (“Legen Sie folgendes Papier in Kassette 1. A5 Normalpapier …”).
Summing up: It seem that when printing to A4 instead of A4 the dimensions of the paper are sent to the printer and this is specific to OnlyOffice, other applications work in the same setup.
Please let me know how I can support you in finding that issue. Experience with debugging tools is available, I just don’t know where to start.
