Most times this type of error is due to a mismatch between what is asked from the computer and what the printer thinks is contained in the tray. Whoever has the issue check to make sure they are asking for that size and type paper. In other words the printer thinks whatever size and type paper was requested for the job is not in the tray and pressing the button is telling the printer to use whatever paper it has in the tray showing. Since you are using custom settings it is hard to tell since the menu will probably just say load custom paper in tray 1 and pressing the button says using custom paper from tray 2 so you do not know what size or type may be off.
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