Microsoft Word Online - Print Problems

[talksr]

Hello,

We moved our on-prem shared areas fully to M365 during the summer. It has worked nicely and means staff are now able to use Microsoft Word either on their system locally or through a browser. Most are using a browser as they find it faster however I have been recieving a continuing level of hostility and abuse over the fact we have moved to the cloud, mainly from the head teacher of all people.

 

The main issue of complaint at the moment is the fact that when using Word online, a document looks exactly as a staff member would want it to be, like this planning document here (actual text removed for privacy):

 

Note how Literacy grid is on the first page and Numeracy grid starts on the second page.

However, then the user clicks on File>Print, the document converts to a PDF and they are presented with the following:

Note the red arrows. The top half of Numeracy has now jumped to page one.

 

If I download this document and open it in Microsoft Word 2016, it loads exacty as it is trying to print, with Numeracy at the bottom of page one which is what the staff do not want. If I load it in Microsoft Word (MS 365 Apps) on a local system, again it is displaying incorrectly with numeracy at the bottom of page 1. So it seems, it displays perfectly online on a browser, but everywhere else, it is not displaying correctly.

 

I opened the document in Microsoft Word, made some changes so it all displayed correctly. Now, when I re-open it on Word online, the last page has text that should be at the bottom of the last page which has now moved to top of a new page 3 so again, the formatting is off.

 

Can anyone suggest possible resolutions to this? I have tried changing margins, but that doesn't help. There seems to be file format issues between Word 2016, Word M365 Apps and Word online. I can see how annoying this is for staff as they are trying to make things look presentable and fit on a sheet and then it keeps doing this when they are opening it. Don't really think it warrants the level of abuse I have recieved but there we go.

[robintech]

Is the page size Letter in the Online one,? think I remember that causing issues with layout like this

[talksr]

Is the page size Letter in the Online one,? think I remember that causing issues with layout like this

 

Hi, sorry I should have said, it is A4 on all versions including the online one.

[mavhc]

Do you not have Office 365 installed on the computers?

[talksr]

Do you not have Office 365 installed on the computers?

 

Unfortunately not as the ones causing issues are on RM. We are gradually moving away from RM and going vanilla, but these systems are not yet at that point. The first phase is to convert all admin systems, then curriculum ones will be done in the near future

[mavhc]

If you load the file into Word 365 version, and go File>Info, does it say anything about compatibility and converting to the newest format?

[talksr]

If you load the file into Word 365 version, and go File>Info, does it say anything about compatibility and converting to the newest format?

 

No as they are already DOCX so shouldn't need any. Nothing shows when I load it:

[talksr]

No as they are already DOCX so shouldn't need any. Nothing shows when I load it:

[ATTACH=CONFIG]72244[/ATTACH]

 

Sorry, that was a screenshot from the web version, here is the 365 version:

[talksr]

Sorry, that was a screenshot from the web version, here is the 365 version:

[ATTACH=CONFIG]72245[/ATTACH]

 

Morning all. Does anyone have any suggestions for what I can do to overcome this. I am getting daily complaints and slating of moving to the cloud and using Microsoft. I am getting ever closer to moving them back to the on prem RM server and letting them get on with it as everything I offer as a workaround is thrown back at me.

[mavhc]

Got to https://admin.cloud.microsoft/ and click Support, they're usually helpful as you're paying them

[robintech]

Hi, sorry I should have said, it is A4 on all versions including the online one.

 

Is the Online definitely Layout- Size -A4? as mine defaults to Letter from testing it just now and I was trying to find out how to override it, have everything as UK English from the browser , OS and Office regions and removed any USA but still seems to default to Letter

[PotNoodleTech]

you tried changing it from "fit to printable area" to the normal 100%/no zoom setting?

 

Actually just did some testing - it does it here too the print preview is always different to the actual document - tried a few documents - very strange not noticed it before could it be a recent bug in actual word online? It does it in edge or chrome browser and on a actual printer or PDF.

 

Good catch!!!

Edited October 2, 2024 by PotNoodleTech

[talksr]

you tried changing it from "fit to printable area" to the normal 100%/no zoom setting?

 

Actually just did some testing - it does it here too the print preview is always different to the actual document - tried a few documents - very strange not noticed it before could it be a recent bug in actual word online? It does it in edge or chrome browser and on a actual printer or PDF.

 

Good catch!!!

 

Thanks, just logged a case now.

 

I can't take credit, it is the frustrated staff who keep taking it out on me.

But thanks for your post as it confirms it is happening on more than one tenancy which rules out any tenancy related issues at my end.

 

Let's see what Microsoft come back with.

[talksr]

you tried changing it from "fit to printable area" to the normal 100%/no zoom setting?

 

Actually just did some testing - it does it here too the print preview is always different to the actual document - tried a few documents - very strange not noticed it before could it be a recent bug in actual word online? It does it in edge or chrome browser and on a actual printer or PDF.

 

Good catch!!!

 

Good morning,

A quick update. It has been over a month of having the support case open with Microsoft.

 

They have identified that staff are using the following font:

SassoonCRInfant

 

Which they belive is incompatible with the online version.

I have gone back to them stating, I had noticed that there was a warning symbol over this font when testing so I re-formatted documents to Arial, but the issue still persisted when I tested. I am awaiting a response.

 

I am assuming @PotNoodleTech that you had Arial or similar when you were testing?

[PotNoodleTech]

Arial/Times I believe nothing fancy.

 

Thanks!

[talksr]

you tried changing it from "fit to printable area" to the normal 100%/no zoom setting?

 

Actually just did some testing - it does it here too the print preview is always different to the actual document - tried a few documents - very strange not noticed it before could it be a recent bug in actual word online? It does it in edge or chrome browser and on a actual printer or PDF.

 

Good catch!!!

 

Arial/Times I believe nothing fancy.

 

Thanks!

 

Thanks for the clarification. Let's see what MS come back with. Given the lenghth of time this call has been open and the number of times they have asked me for examples, I am getting the feeling they are either not grapsing what the issue is or they are not able to find a resolution.