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Sounds like they are using the businesses onsite printers?
I would focus on getting the required info back on one A4.
If it's not your equipment then you will always run into situations that cause problems.
A4 is the standard default/constant.
The reason A3 does not work is if the printer is expecting A4 from your page setup it is expecting to pull a specific length of paper and the longer paper represents a jam.
Are your guys setting A3 in page setup?
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