Fit, Shrink oversized pages, and Actual size options not working

hello i have a user that is trying to print an information packet and the bottoms and sides are getting cut off.  We have already tried Fit, Shrink, and Actual Size options but it will not fit onto the page. the only way to get them to fit is trial and error with the size % until it fits. if forgotten to change this wastest hundreds of pages.  User states the options used to work when using Acrobat 11 but no longer work on the latest update.