Printer Issues

I’m an IT-Computer Support Specialist student and I’m working as an intern at a professional office. My issue is that a user can’t print letterheads to the printer. She can print regular documents to tray 2 on the printer, but not tray 3 which has letterhead paper in it. I’ve already tried updating the drivers and updates for the printer through windows update. All the other users don’t have this problem. Could someone pass a possible solution?