Media size changing on its own

[Matt_Bro]

Hello,

I recently upgraded 4 computers to the current version of illustrator for Windows machines. It's 2017 release v 21 for 64 bit machines.

I am having the same problem on all 4 computers.  I work with a single artboard that uses page tiling so that the artboard is broken up in multiple pages.  I work in a file that is tiled for 30 pages.  With this new version of illustrator after working in the file for minutes/hours the media size in the print box changes from my specified page size to "defined by driver".  This happens regardless of whether I have tried to print or not.  It then also switches off the page tiling so that I only have a single page tiled on the entire artboard.

I will then try to fix it by going to the print dialog box and correcting the issue.  But then within minutes/hours it switches back again.

Any help is appreciated.

[Cari Jansen]

Hmmm... that's a difficult one.

• Could it be possible that Illustrator somehow doesn't have permission to write preferences or settings back to the hard drives due to Windows security or permissions settings on the machines?
• Can you try it on a new user account that has full admin rights?
• Also maybe as part of the upgrade something changed, have you tried resetting the Illustrator preferences on all machines? (I know that's grasping at straws, but you never know) - see: How to set preferences in Illustrator  / Also check that you have read/write access to these directories.
• Also try updating the printer drivers as well (if newer version is available).

I can verify that on Mac OS the behaviour is as follows;

• I create two documents one, large in which I set the print set-up to Tiling, the other small with printing set to single page. If I toggle between the two documents and check the settings again they are 'sticky' for the document.
• If I close both documents and reopen them again, the settings also remain sticky for each document.

I then tested the same two files on Windows 10 (virtual system, so might not be a 100% replication test) and:

• Opening each of the files created earlier, retained the settings in both cases.
• Which makes me think the issue you are seeing is likely not a bug, but has something to do with the set-up on the machines.

Am hoping that some of the things I suggested you try will help you discover what's causing the issue.

Cari

[Matt_Bro]

Thanks for the feedback Cari.  This is how my computers used to work as well.  But still have not been able to figure this out yet.

[Mike_Gondek]

What happens if you

1. update your settings of rho you would like this to print
2. click the Done box at the bottom center of print window
3. save your document

The settings are saved with the .ai file, and will hold on this machine. If you open on another machine and have the same exact print driver/OS setup they would show there the same, or else you will get the defined by driver.

If you use these settings often you can click on the top right of print window on the arrow over drive icon, save your settings, they will then show as the name you choose under Print Preset (eg: TABLOID)

[Matt_Bro]

Mike,

Thanks for the responses and sorry for the delay in updating this.  I still am having this problem and have not been able to figure out the issue.  It has now happened on all 4 office computers, my laptop, and an employee's home computer.  The only thing I can figure out we have in common is that we are all using the same template file on all of the computers.  It is strange.  Even when I do the "done" step as you describe above the settings will not stick.  Even if the file stays on the same computer the problem still happens.  For other reasons I did delete all preferences, workspaces, even panel settings and the problem still crops up. 

-Matt

[Mike_Gondek]

Have you tried locking in your media size with creating a print preset as I suggested. Many people miss making print presets, but they are very handy, and can save a lot of scrolling around in menus.

If you save the file on your computer, and nothing changes in your os than the media size should stay. What could cause that to change is

• someone one another computer opened and saved your file
• you updated the .ppd for your printer
• windows has some viruses/trackers/trojan horses/etc that try getting in through your .ppds. With windows you have to routinely check your recently installed apps and flush your browser cookies.

[Matt_Bro]

I did create my own print preset and that helps but it still seems to be a workaround.  The preset itself still does not seem to stick.  What is happening is that the print options seem to always be reverting to the "default" preset that illustrator provides.  So the biggest improvement I had is to edit the default print preset to my settings.  Now when it changes to default it at least changes to my settings.  But this is still a workaround because sometimes I want to use the original default print settings.

What I really want it to do is just retain the settings on a per file basis like it used to do!

[Matt_Bro]

Ok, in an attempt to find a solution I wanted to clarify what I have had tried at this point and where I stand with things:

- trashed preferences

- trashed all print presets

- created a new print preset with my custom settings

- made a new template file and assigned that print preset to that new file

- as I am working in my new file the print settings change at what appears to be random times. I can tell they change because I have my print preset to "tile full pages" and I have the "print tiling" visible on my artboard.  So when the print settings change I can see my print tiling on the artboard change

- it appears that the print settings that are changing are the "page size" and "page scaling".  In my print preset I have it set to A4 but after the print settings change and I go to print it now shows the page size as "defined by driver" and the "page scaling" is set to "do not scale" rather than "tile full pages" which is how I had it set in my defined print setting

- this is all occurring on a single computer which noone else has access to so it is not possible that someone else is changing this file and/or settings

The only other thing  have not yet look into is Mike's comment regarding the windows viruses.

[Cari Jansen]

It is starting to sound like there is a permissions error of sorts, where new settings are not written to the directory in the system that needs access.

Do the computers you test this on have full Admin access? or are they in some way restricted. In that case I'd check with IT Admin to see if they might have locked certain directories from being written too, or if virus/security software installed on the machines might do so.

Cari

[Matt_Bro]

I did just try this out on a computer where I have full admin rights and the same thing happens.

[Matt_Bro]

Thanks - let me look into this more.  These have not been running with full admin access.  It just seems odd that this would happen on so many computers, even when some aren't even in the office

[Matt_Bro]

I also just found another user who had a similar problem and I was able to reproduce this exactly on my end:

"I recently updated to Illustrator CC 2017.  I have noticed that clicking on a swatch in the Pantone Solid Coated palette reverts the print preset to "custom."  I see it happen immediately because I have the "view print tiling" turned on. "

Do you still think this could be related to permissions?