Print Presets After Installing New Printer

[Susan Loncar Design]

Hello, I have a number of documents that I created in InDesign, which get edited for personalization and then printed every time we get a new client. For these documents, I printed directly from InDesign, and had created preint presets which specified the exact printing paraments I needed (such as paper drawer, duplexing, finishing with staple, etc.)  Then my employer got a new printer. None of the print presets work any longer, nor can I create new ones. InDesign does not seem to recognize the new printer in order to choose paper, duplexing etc. I did try edting the existing print presets, which seemed to work on my ID screen, but since I work remotely, I cannot check to see if they are pulling the paper from the correct drawer. In addition, there is no longer an option to choose the bypass tray for index stock or labels. The company that installed the printer has no idea how to help. They tried installing various drivers, which did nothing.

I'm running ID (up to date) on a Dell Pc with Windows 11 Pro. The new printer is a Toshiba e-studio 3525AC. 

If I export to pdf, I get all the options I need to print. But this is not practical when I'm doing the personalizations every time I print. 

How can I get ID to give me the Toshiba dialogue box that has all the parameter options? TIA

[Joel Cherney]

The InDesign Print dialog - where you're picking that preset - doesn'thave any of the Toshiba printer options. Those should all behind the "Setup" button which I've circled in red:

On my Win10 machine, that button leads to a dialog with my installed printers, from which I can select my destination printer and click on the "Preferences" button, which leads to the manufacturer's print options dialog. 

[Susan Loncar Design]

Yes, I do realize that is how to get the dialog, but it doesn't work with this Toshiba printer. See screenshot for the box I get. 

 

[Joel Cherney]

I'm sure we'll do our best to help you out, but I think that this is probably on your client's IT staff. Or, maybe their printer installers:

The company that installed the printer has no idea how to help. They tried installing various drivers, which did nothing.

Did they try installing those drivers on your computer? Or on the server you're connecting to? Because this error that I've circled usually means that Windows is trying-but-failing to open the Microsoft Store to download something:

My guess is that your client's printer people are installing those drivers on the remote machine - on the \\AEB-SERVER01\ - and your computer can't access those drivers. Are you making a remote desktop connection to your client's terminal server, or are you using your own installation of InDesign on your own desktop? If the latter, then how did you set up your computer to try to print to \\AEB-SERVER01\TOSHIBA Copier? If the former, can you look in your Printers folder and see if your Toshiba e-studio 3525AC is showing up there? Did you, or your client's printer people, install anything on your computer?

(Just as a side note, Rob did point out that he has a "Printers..." button because he's a Mac user. As Windows users, we have a "Setup" button instead of a "Printers..." button, but they perform essentially identical functions - which is to take you to the printer management tool provided by your operating system. )

[Susan Loncar Design]

HI Joel, 

InDesign is installed on my work PC, not our server. My work PC is the Windows 11 one, and I remote in to it via the Windows remote app from my mac laptop. Our previous printer was a xerox one, and it worked splendidly with my work PC. When it died, the company selected the next printer, but did not let me have much say as to which one to get. I just emailed the printer compnay rep who was trying to help me yesterday, to see where he installed the drivers. So I don't know the answer to that yet. The\AEB-SERVER01\TOSHIBA DOES show up as in my printers folder on my PC, and I can print to it easily from Acrobat or any Microsoft program. It's just InDesign that won't let me format anything. In Acrobat, I can access the full Toshiba menu and create printing presets. 

[rob day]

InDesign does not seem to recognize the new printer in order to choose paper, duplexing etc.

Hi @Susan Loncar Design , With InDesign you access printer specific options like resolution, duplex, paper type, etc from the Print>Printer...button (MacOS, on Windows use the Setup... button)

The Printer... dialog has it’s own saved Presets, so for a new printer you probably have to create new Printer specific presets via Print>Printer...>Presets>Save Current Settings as Preset...:

[Susan Loncar Design]

No matter what I do, I don't get the button you have circled. 

 

[Susan Loncar Design]

Update on this issue: Today, I spent 2 hours with the printer installer tech, who was on the phone with the Toshiba main office. They tried EVERYTHING, from uninstalling drivers, restarting, uninstalling InDesign, restarting, trying new drivers and testing the print settings in other CC apps as well. I get the same issue if trying to print in Illustrator. But Photoshop and Acrobat all play happily with the new printer. They are escalating the issue at Toshiba to try to find an answer, but they suspect that the issue lies with the mandatory Windows 11 Pro update I was forced to do and the "universal" drivers it put on my hard drive. These insidious drivers can be deleted, but they pop back up at every restart of the PC. And when I try to print from ID or AI, these are the drivers that try to run my printer. It refuses to access the Toshiba specific drivers. So at this point, I'm making all my frequently-used ID documents into pdfs with form fields, since that's the only way I can print certain documents that get personalized. Not ideal at all, but  here we are. 

Should I report this issue to Adobe tech support?

[Joel Cherney]

[...] but they suspect that the issue lies with the mandatory Windows 11 Pro update I was forced to do and the "universal" drivers it put on my hard drive. These insidious drivers can be deleted, but they pop back up at every restart of the PC.  

I feel pretty confident that they're right. I haven't had to do any of this kind of troubleshooting in a long time, myself, but I am fairly sure that the fix will involve steps that look something like this:

1) normal driver uninstallation

2) some kind of registry hack

3) restart of Windows machine

4) clicking "cancel" on a prompt to install those universal drivers

5) manually starting Toshiba driver install probably from .exe

I'm going to do a bit of reading about possible step 2s before posting any further. But I don't think that Adobe support can help you with this one; if we are right, this is being caused entirely by Windows driver installation challenges.