Boca printer setting not retained

At the beginning of their shift, in Tessitura=>Preferences, Tom and Jane select the Boca printer that is directly connected to their computer.

Earlier today Jane sold a ticket to patron #123 on order #456.
When Jane tried to print the ticket Tessitura advised her to select a Boca printer.
She did, and the ticket printed without a problem.

Afterward Jane checked preferences and the Boca *was* selected as the default printer.

Then, Jane sold a ticket to patron #789 and had to repeat the process (select the printer, print, etc.)

Earlier today Tom sold a ticket to a patron and printed the ticket without a problem.
Tom also checked preferences and the Boca was selected as the default printer.

When Tom searches for order #123, and selects Print for the order, the selected Boca printer displays.
When Jane searches for the same order (#123), and selects Print for the order, the selected Boca printer does not display.

For Jane, the preferred printer is not maintained.  Tom is not experiencing the same problem as Jane.
Jane did not have problem yesterday - only today.
The default Boca printer setting was retained throughout the day, and within the session.

Jane "works" but must select the Boca for every order.

Tom and Jane are in the same Tessitura user group and control group.
Their windows profiles share the same access. 

Sending this on behalf of our Box Office mgr.
I'm familiar enough with machine set-ups in the Box Office to know something isn't right.
Even though both Tom and Jane updated Tessitura preferences, why do Boca printer settings "stick" for Tom, but not for Jane?

 ... kinda stuck for a answer.

Wendell Baskin
Bass Hall - Fort Worth