Customer is having trouble printing the PDF

Hi,

maybe someone else has some advice?
A customer is having trouble printing PDFs. The download seems to be working fine.
Not all the pages are printing—regardless of whether she selects “Print All” or “Print Individual Pages.”

What could be causing this? We haven’t had any problems like this before :-/

I couldn’t think of much else to do other than offer to send her the PDFs manually via email,
since then at least they won’t be zipped (and won’t need to be unzipped).

Help! :-)

Best regards, Marion

Hi Marion Schneckenkind,
what device is the customer using?
So unzipping worked? Is she the only customer having problems with this pattern?
Personally, I’d guess it’s a problem with the printer or PC, but I’m not sure.
Maybe Alexander will have something to say about it.
 

Hello Marion,

this could be due to an outdated version of Acrobat Reader and/or an outdated printer driver (the latter is more likely).

Ask your customer if she can update both to the latest versions.

Best regards
Steph :)

There are plenty of tips on printing PDFs and troubleshooting PDF printing issues
https://helpx.adobe.com/de/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html

Hi, you two :-)

Thank you ♥ I’d already pointed out the updates to the customer; I’ll send her Josefa’s link (but I’m still waiting for Alexander—maybe he has a brilliant idea).

@Josefa: Yes, so far (across all platforms), this is the first customer with this kind of problem—at least that I know of.

Best regards, Marion

I haven’t encountered whole pages not printing yet, but I have seen individual lines that weren’t printed.
I’ve had this happen twice, and in both cases it was due to outdated printers, or the customers sent the file directly to the old printer. It works fine through Adobe or Foxit Reader.

Hi, here’s some information I send if there are problems:

Save the file to your hard drive before opening it, and it’s best to open it with the free Adobe Reader. Using other programs (especially on Apple products) or opening it in a browser can cause printing errors.
Best regards
Serap

Hello,

I'm also adding the link to Adobe Reader:

https://get.adobe.com/de/reader/

Best regards
Alexander

Thanks, everyone :-)

Best regards, Marion