Paper Size setting has changed to Letter in Printer Setup

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This discussion was created from comments split from: Missing logo image on printed invoices after upgrading 🖼️🖨️.
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  • Maureen_PDM
    Maureen_PDM Member Posts: 3 Novice Member Novice Member

    Hi Rav since the update the paper size reverts to letter and all our templates have been set up on A4 now when printing receive the below message.

    image.png

    Is there a way to maintain the A4 size when printing, previously updated in Printer setup but reverted to letter.

    image.png
  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @Maureen_PDM

    Apologies for my delay in getting back to you. We're investigating the situation with the Paper Size setting in the Printer Setup menu is defaulting to Letter and not A4 like it was prior to the upgrade.

    image.png

    Switching the setting to A4 will retain that setting but unfortunately it reverts back when the session ends. We've got some info around this which I'll link below but I'm not sure its going to be overly helpful for you at this stage - https://help.reckon.com/article/quvci9i8o0

    Rest assured, we're investigating this in conjunction with our technology partner and I'll keep you posted on any further news I hear back as soon as I have it.

  • Maureen_PDM
    Maureen_PDM Member Posts: 3 Novice Member Novice Member

    Thanks Rav

    I now know I wasn't missing something when setting the paper size each session.

  • John Graetz
    John Graetz Member Posts: 1,589 Reckon Legend Reckon Legend

    Just letting you know that I have upgraded to the latest version of Hosted this afternoon, but sad to say, the problem still exists. The strange thing with this problem is this. I operate on three different companies in Reckon. For two of them, the problem exists, but for the third one, everything is fine and this problem does not exist with it. For the two problem companies, I did a rebuild three times but that did not cause the problem to go away.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @John Graetz

    Apologies for the delay in getting back to you. Just to clarify, do you mean there is 1 out of the 3 company files where the Paper Size setting in the Printer Setup window does not start at Letter when a new login session is started from scratch?

    If so, that's quite an interesting observation as my understanding was that its currently occurring across the board.

  • John Graetz
    John Graetz Member Posts: 1,589 Reckon Legend Reckon Legend

    Sorry, Rav - good pick-up! There is a subtle difference which I picked up on when doing testing across three different companies. Yes, you are correct. If I swap from one company to another, after having changed the paper size from Letter to A4, the size does stay at A4 when swapping to another company, provided it occurs during the same login SESSION! I tested this by testing the three companies in 3 different SESSIONS, each time commencing with a different company. Because I work almost exclusively from home, it is not uncommon to swap to another company during the same session. So to clarify this in another way, the start of each session does have the problem of the paper size reverting to Letter size for the first company opened in that session.

    However, what was very interesting to note was that the problem that I have with pay slips printing is that with two of the companies, an extra copy, e.g. instead of 1 per employee, two are generated. But with the third company, only one copy generates correctly. All three companies use the same modified pay slip, so that mystery continues. As previously mentioned in an earlier post, there is a specific sequence of steps which I can follow which overcomes this problem and does produce a correct result.

  • Maureen_PDM
    Maureen_PDM Member Posts: 3 Novice Member Novice Member

    Hi Rav, any news on the paper size issue?

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,372 Reckon Community Manager Community Manager

    Hi @Maureen_PDM and everyone,

    We've been pushing our technology partner on this and they've confirmed that its certainly an issue which somewhat goes out without saying. We've also advised them our recommendation on how to resolve the issue however at this stage we haven't been given an ETA just yet.

    So the issue has been identified and is certainly in the right place for a fix however I don't have a timeframe just yet but I'll let you know as soon as I do.

    Apologies, I know that's not the most ideal update but as soon as I more news, I'll post an update here.

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