Hard copy printout problem

Hi Everyone,
I have a weired problem in one of our users system. User said that his printouts are coming black intermittently when he prints documents from SAP that to when selecting "hard copy" from Customizing layout option from the top of the menu bar.
apart from Hardcopy all other SAP printouts are coming properly. He also said if the Hardcopy printout is working in the morning it does not work in the evening. dont understand the login behind it.
I Compared the GUI patch level of other user who can able to print Hardcopy without any issue. Both the GUI patch level are the same. GUI 7.10 patch level 9.
Also, please tell me what is the use of " Hardcopy " and how it works from SAP. will this take Windows default printer as the
printer name when selecting this Hardcopy?
can someone please help me how to analyse the problem?
Thanks,
Guru

Hi Juan,
Thanks for your response.
What i dont understand is that when everybody has the same patch level(710 9) in the network , why its working for one person and not the other person? can we say,installing  the 720 will surely resolve the problem ? since requesting Desktop team to download it to their Repository is a long process here. Also, the next time when i request for GUI update for other user and if they update 720, it should not cause inconsistency in the Network.
for your information this landscape has more than 20000 user.
reg.the hard copy option, anything on the screen in SAP will be printed to the Windows Default printer? why iam asking because if the user asking for new printer configuration, that will take time. Until we configure the printer in SAP i can suggest them using Hardcopy method (if this, only use the default Windows printer) time being for taking any printout from SAP. will this help
please correct me if i am wrong

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