If it is just on pdf, it is a near certainty that they checked the Choose paper source by pdf page size option, which over-rides the print driver. I would also think that the documents themselves are probably scans of pages, that will show up as 8.5*11.01, and due to the 2 decimal places, the printer can't show you what it actually requires, because it can't do 2 decimal places in paper sizes.
So uncheck the box and try again.(the decimal point thing usually shows in the highlighter areas)
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for posts that resolve your issues. Your feedback counts!Joe Arseneau