Deleting image when printing jpegs

[Valintine]

Hello

I started to see this issue at the shop a few weeks ago and now I have customers calling with it. When printing jpegs the middle of the image is cut out. It seems to print an inch or so and then nothing for a few inches and then the image comes back. In testing I have verified that 90% of the prints are missing image. On each print the same amount is cut off but on different jpegs the amount is different. For example on jpeg 1 the image comes out print for 1 inch bland for 5 inches and then the last 2 1/2 inches is printed on, on jpeg 2 4 inches has print 3 inches is blank and the last1 1/2 inches has image. I rotated the paper from letter speed to letter r and there was no change in the direction of missing image.( I mean to say it is not going lead edge to trailing edge)

A few things I have found
Each image cuts off the same amount
Toshiba es55 series machines
If I convert to a pdf it prints the full image
Firmware is at 2196 on my machine not positive firmware level on my customers machines at this point. I have just spoken to them over the phone
I printed on two different machines at my office and the same amount has been cut off on the image.
The two computers I am printing from in office is using windows and one of the customers is running windows 10. I have not found out about the rest of the customer operating systems.

Any thoughts would be greatly appreciated.

[tsbservice]

Hello

I started to see this issue at the shop a few weeks ago and now I have customers calling with it. When printing jpegs the middle of the image is cut out. It seems to print an inch or so and then nothing for a few inches and then the image comes back. In testing I have verified that 90% of the prints are missing image. On each print the same amount is cut off but on different jpegs the amount is different. For example on jpeg 1 the image comes out print for 1 inch bland for 5 inches and then the last 2 1/2 inches is printed on, on jpeg 2 4 inches has print 3 inches is blank and the last1 1/2 inches has image. I rotated the paper from letter speed to letter r and there was no change in the direction of missing image.( I mean to say it is not going lead edge to trailing edge)

A few things I have found
Each image cuts off the same amount
Toshiba es55 series machines
If I convert to a pdf it prints the full image
Firmware is at 2196 on my machine not positive firmware level on my customers machines at this point. I have just spoken to them over the phone
I printed on two different machines at my office and the same amount has been cut off on the image.
The two computers I am printing from in office is using windows and one of the customers is running windows 10. I have not found out about the rest of the customer operating systems.

Any thoughts would be greatly appreciated.

This is known Windows update issue. Use another picture viewer or Google a bit.

[Rusty.Harris]

Probably not the same issue, but I had a 5540 a few years ago, that was leaving blank stripes in the page.
Come to find out it was an issue with Microsoft picture viewer. They printed from a different program, and the
problem stopped.

[KenB]

Windows Picture Viewer has never exactly had a stellar reputation.

[arnh79]

I had this exact issue yesterday. Switch from Windows Picture Viewer app to Windows Photo app and it works great. I hate that Windows leaves legacy apps, like Picture Viewer, when updating. Just makes things confusing for end user. If there's a new app, eliminate the old one!