Hi all,I've got a strange problem that I hope someone can provide some insight to. Perhaps this is a bug, but I'd rather ensure that there isn't something here that I haven't understood.I have a project that I periodically modify and re-print on custom size media (3.25" x 7.36"). I've used the same Id document and workflows since, probably, Id 2 or 3, updating each time to the latest versions. The problem may be in the way Id CC interacts with the MacOS X printing system. The printer in question is a Xerox 8550.The project is a one page table printed on this particular card stock. What's happening is that the printable area on the stock isn't being fully used - the top and bottom of the media aren't being printed - thus the top and bottom of the content is being cut off, in a way that wasn't an issue previously.The printer control panel prompts for and accepts the media size correctly (I believe these printers have checks to ensure media fed matches the printable area; the Phaser engine doesn't like printing "off the paper"). Again, the same document has been used for many years, so I've tried the following steps to isolate and remediate the problem:Document Setup: Custom Page Size, verify correct for media.Print dialog: "Page Setup..." format for (custom media size defined for OS X), also verified to be correct for media.Print dialog: "Setup", paper size Width and Height, correct; orientation correct, offset and gap 0p0, scale 100%.Print dialog: PPD correct.Recreated document, re-entering sizes and verifying setup. No change.Created a test document, with same settings, and a scale extending outside of the printable area. The specs for (and my experience with) the printer are that the printable area is 5mm from the edge of the paper. The result of the test is that the content is cut off at 10-11mm from the edge instead. Exported PDF from Id. Printed using Preview, same OS X page setup configuration. Printer prompts for correct media size. Content in test file prints as expected, to 5mm from media edge. Printed test document from Acrobat XI, using "Actual Size", "Choose paper source by PDF page size", and "Use custom paper size when needed". Printer prompts for correct media size, content prints as expected, again, to 5mm from media edge.So, in brief, exported PDF prints properly (and this is a workaround), but it's a pain that Id has this issue. All software involved is up to date. I haven't tried to dig into the PPD, as PostScript isn't one of my areas of strength, but I'm reasonably sure it's correct. I've also tried a similar test using Letter-size paper, and that also prints to 5mm. I'd love to get some feedback on this. Many thanks.

Known Participant

Question

Printing Issue - Custom Media Sizes, InDesign CC/Mac Mavericks

Forum|Forum|12 years ago
December 26, 2013
3 replies
17891 views

Hi all,

I've got a strange problem that I hope someone can provide some insight to. Perhaps this is a bug, but I'd rather ensure that there isn't something here that I haven't understood.

I have a project that I periodically modify and re-print on custom size media (3.25" x 7.36"). I've used the same Id document and workflows since, probably, Id 2 or 3, updating each time to the latest versions. The problem may be in the way Id CC interacts with the MacOS X printing system. The printer in question is a Xerox 8550.

The project is a one page table printed on this particular card stock. What's happening is that the printable area on the stock isn't being fully used - the top and bottom of the media aren't being printed - thus the top and bottom of the content is being cut off, in a way that wasn't an issue previously.

The printer control panel prompts for and accepts the media size correctly (I believe these printers have checks to ensure media fed matches the printable area; the Phaser engine doesn't like printing "off the paper").

Again, the same document has been used for many years, so I've tried the following steps to isolate and remediate the problem:

Document Setup: Custom Page Size, verify correct for media.
Print dialog: "Page Setup..." format for (custom media size defined for OS X), also verified to be correct for media.
Print dialog: "Setup", paper size Width and Height, correct; orientation correct, offset and gap 0p0, scale 100%.
Print dialog: PPD correct.
Recreated document, re-entering sizes and verifying setup. No change.
Created a test document, with same settings, and a scale extending outside of the printable area. The specs for (and my experience with) the printer are that the printable area is 5mm from the edge of the paper. The result of the test is that the content is cut off at 10-11mm from the edge instead.
Exported PDF from Id. Printed using Preview, same OS X page setup configuration. Printer prompts for correct media size. Content in test file prints as expected, to 5mm from media edge.
Printed test document from Acrobat XI, using "Actual Size", "Choose paper source by PDF page size", and "Use custom paper size when needed". Printer prompts for correct media size, content prints as expected, again, to 5mm from media edge.

So, in brief, exported PDF prints properly (and this is a workaround), but it's a pain that Id has this issue. All software involved is up to date. I haven't tried to dig into the PPD, as PostScript isn't one of my areas of strength, but I'm reasonably sure it's correct. I've also tried a similar test using Letter-size paper, and that also prints to 5mm.

I'd love to get some feedback on this. Many thanks.

This topic has been closed for replies.

ralphsmith

Participating Frequently

This appears to be the result of a corrupt installation, affecting the application preferences. I called Adobe support this morning and gave control of my computer to the support representative. He was able to reset InDesign at which point I had to recreate my custom print profile. After restarting InDesign, everything printed at 100% as it should. I believe the Adobe InDesign preferences were discarded. The Adobe representative should be forthcoming with the exact steps he took to resolve the issue as I directed him to this forum page and requested his valued input here.

Equipment / OS / software / printer: Mid-2014 Mac Pro / OS 10.9.4 / InDesign CC / Epson Stylus PRO 4800 via ColorBurst 9 RIP.

A

AlmarPrinting

Participant

I've been battling the same issue ever since the Mavericks update. I was on CS6 at the time I ran the update, and I couldn't get anything to print at the correct size to our Xerox machines, spent quite a bit of time on Apple chat support and bugging Xerox and couldn't figure it out. Updated to CC and it's gotten only somewhat better. If I print to a standard paper size as defined by InDesign, say US Letter or Tabloid, the print comes out measuring right. If I print to any custom size, all bets are off and it prints unpredictably, I think to try and fit what it imagines is the real page size. And with the page size set to 'custom' I get only part of the image—I think it's cropping it to what it links the live area of a US Letter should be. This has been the most maddening software update I can recall because I work in a print shop and we do a LOT of printing on nonstandard sizes—12.375 x 18.5 and 11.4 x 17.4 in particular, all the time (to a J75 and a Nuvera). If anyone can clue me in to a fix, I'm all ears. I end up printing things to the closest standard size and then jacking with the X-Y shift to get it to hit the sheet in the right place, which makes setting up a job often as time-consuming as printing it.

X

XsyntaX

Participant

For what its worth, I've been trouble shooting this issue with Adobe / Xerox / Apple for some time now. Here are my findings so far:

--------------------------------------------------Adobe's final response after a very long help ticket--------------------------------------------------------

This Email is in regards to the case related to the adobe application and Printing issue ,

As checked we were able to see that application is able to create the document with correct size , when checked within Adobe Pdf properties the size was showing as per document specification and when we tried to print the same , the document was showing the same values carried forwarder to the printer and in the preview it was showing the same specific setting of the document size in the printer previewer

It was during the printing process the same value are not being calculated correctly as per our interaction , you were able to use the same in the previous version of Mac 10.8. 5 , please check if there is any update available for the 10.9 version of mac and if it would work on the same ,we would request you to contact your printer help support for the same we are leaving the case open and would request you to call us back if there is any further issue on 800 833 66 87

Thanks and Regards

Jatinder

Adobe Technical Support

--------------------------------------------------Xerox's response, after an escalated level 2 ticket--------------------------------------------------------

Here the Decline from 3rd Level Engineering.

2nd Level Reference #: 19458297

Customer Name: VDB REAL ESTATE

Product Model: Phaser 7800

Problem Summary: Scale is incorrect when printing PDFs on custom size paper in OS X 10.9

Decline Reason: App/3rd party Issue

Note: I tested using the included process steps:

STEPS TO REPRODUCE-

I tested using a PDF that was 6" x 8.5".
In Acrobat or Adobe Reader, choose File > Print, go to Page Setup and create a custom page size of 8" x 9.5".
In the Acrobat dialog, set the size to "Actual size".
Print this to the device, note that the image is about 7" x 10".
Interestingly, in the Acrobat dialog, if "Choose paper source by PDF page size" is selected, the previewed page size is not that of the document, but instead shows 10.13" x 7.17". This size will change if different printers are selected.
Scaling is not an issue when printing to standard page sizes.

I was able to recreate the issue on a Mac running OS 10.9.1 using the Xerox 7800 print driver. I then tested on Mac OS 10.9.1 using a generic Postscript driver and also recreated the issue. This indicated that this is not a Xerox driver issue. I then tested on a Mac OS 10.8.5 using the same Xerox 7800 driver version and it worked as expected without scaling the image.

Mac OS 10.8.5 uses CUPS version 1.6.2 for printing where 10.9.1 uses CUPS version 1.7. I believe this is a CUPS issue and you will need to work with Apple to resolve it.

You may appeal this decision by replying to this email and providing appeal details.

Regards,

Faye Hanley

Technical SPAR Administrator

Technical Escalation Support Office

Xerox Corporation

400 Main Street, Suite 2040

Saint John, NB, E2K 4N5

Phone: 1-888-380-9422 Opt 4

--------------------------------------------------Apple's response, after an escalated ticket--------------------------------------------------------

While using 10.92 with Xerox Phaser 7800DN (2.94.1 PPD - Installed via Software Update), PDF at a custom page size was sent to spool folder via Preview was correctly sized, however the document produced by Adobe Reader appears to be icorrect. When using Preview the PDF printed to a custom page size at 100% scale comes out the proper size.

Carol West

Apple

P.S. If you wish to reach me regarding this case, please contact me at 1-877-388-0879 Ext. 85789

**this is a paraphase of what the engineer (Clay) sent back to Carol West who was assisting in my help ticket. She was not allowed to send me the engineer's findings in email, she was only allowed to read it to me over the phone as I typed it out.

Basically go back to Adobe and ask for help there. I guess at least the circle is closed as I am back to where I started.

C

Christopher Jennings

Participant

I have a Xerox 7800 with somewhat of the same issue -- it shrinks files printed from InDesign and Acrobat when printing to custom page sizes (6 x 9 and 4 x 6). It appears to shrink them to the margins of the printer. I can't pinpoint when exactly it started because I rarely print to these sizes, but I called Xerox today and it's a known issue that they said "Adobe has a fix for, call them". Does anyone know if there is a fix for this issue yet? I've tried printing from two machines in our office: one is running 10.9.4 and CS6; the other is running 10.9.4 and using the creative cloud.

Steve Werner

Community Expert

You indicate, but don't say explicitly, that this used to work OK, but is not now, or exactly when it stopped working.

It could be a printer driver issue, especially since you're using a new version of the operating system. I'd go to the Xerox website and see if your printer driver supports Mac OS X 10.9. Try to download a later version of the driver if it's available.

K

kmpetersonAuthor

Known Participant

Thanks for your response, and for indicating where I was not clear.

Like whether this is related to moving to InDesign CC or OS X Mavericks - if I knew this, it would be helpful, I understand.

The printer is supported on OS X 10.9. Interestingly, the software version installed by Software Update is 2.0.14 whereas that on Xerox's site is 2.0.13.

And, again, this worked the last time I had to deal with this project, which I would guess was with Id CC, and OS X 10.8. And it works fine if I export a PDF from Id and print the PDF using either Acrobat XI or Preview.app . But the inability to print all of the content on the page only when printing directly from Id leads me to this forum. One question, for example, is whether there are any [other] settings or options printing from Id that might cause this issue.

There are several other things I can try: reinstalling the printer, using a different computer, recreating the settings on the OS side (all the printer-specific stuff), trying a non-custom media size, comparing the PostScript output from Id and Preview, or probably a few more strategies if I think longer. But I don't know what is the most productive way to proceed.

Steve Werner

Community Expert

Good. It's good you appear to have eliminated the printer driver from the mix.

It easily could be a subtle bug in InDesign CC, and the way it interacts with Mac OS X 10.9. It appears that there will be an update to InDesign before too long which might fix it, or it might not. Subtle bugs are often difficult to test and fix.

In the meantime, because it's unlikely that there will be someone who has that same combination of printer, operating system version and InDesign version, you may just have to go through the testing yourself. You have a list of things to test which may help sort it out. These things are usually somewhat painful to figure out because of the the complexity of software which interacts with each other.

Also, this being the holiday season, a lot of the regular participants here are missing for a few more days.

Good luck!

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded