Nous avons reçu un retour d’un client qui rencontre des difficultés avec l’impression de documents depuis le logiciel OnlyOffice.
Problèmes rencontrés :
Orientation d’impression incorrecte : Lorsque le client imprime en mode Portrait (“Word” ou “PDF”) depuis OnlyOffice, la sortie se fait en mode Paysage au lieu de Portrait.
Intervention manuelle pour le bac papier : L’imprimante demande une action manuelle pour sélectionner le bac papier à chaque impression depuis OnlyOffice.
Observations complémentaires :
L’impression fonctionne parfaitement en mode Portrait sur les autres logiciels, sans besoin de sélectionner manuellement le bac papier.
Sur d’autres modèles d’imprimantes, l’impression via OnlyOffice fonctionne sans problème, ce qui laisse penser que l’incident pourrait être lié au modèle d’imprimante en question ou à une configuration spécifique.
Nous aimerions savoir si quelqu’un a déjà rencontré ce type de problème ou a des suggestions pour résoudre ces deux anomalies. Toute aide ou piste est la bienvenue.
Whether landscape printing occurs to specific files or any;
Type and model of the printed.
Avec ceci est ce que je réponds correctement à ce que l’on me demande ? :
Hello,
The landscape printing issue occurs with all file types (PDF, Word, Excel, etc.) printed from OnlyOffice. Each time the client prints, they must manually select the paper tray on the physical printer; after that, the print job starts.
Thank you for your assistance in resolving this issue.
I am following up regarding the issue my client is experiencing with paper tray management when printing via your OnlyOffice solution.
I spent the morning onsite with the client, and despite numerous tests, the problem remains unresolved. Here is a summary of the actions taken:
Performed print tests by prioritizing the paper tray and setting it as the default tray.
Disabled error messages related to the bypass tray and deactivated the bypass tray itself.
Conducted additional tests in collaboration with our printer supplier, who confirmed that the issue only occurs with OnlyOffice.
The observed problem is as follows: when printing through OnlyOffice, the printer systematically prompts for a manual selection of the paper tray. This behavior does not occur with the other solutions used by the client (Microsoft Office, business software, etc.), where printing works automatically without any additional steps.
It appears that your solution overrides the printer driver settings or is not fully compatible with the client’s printers. Even after updating your software, the issue persists.
This situation is causing significant inconvenience to the client, as performing a manual action for each print job is not a viable long-term solution.
Could you provide a solution or workaround to resolve this issue?
I am available to provide any additional information needed and look forward to your response.
