No air pressure on the 2011, just a knob. The first set the knob didn't turn anything and were replaced. I think I am adjusting something here and havn't found a setting that works. Narrowing the seat would help her with reach, she likes the stock seat too much to change. Might be able to take the height up then.

Hopefully you aren't using the preload adjustment to lower the bike, since that's definitely not what the adjustment is for. If people run preload at the bare minimum, frequent bottoming and lousy ride will result in most cases.
Preload is used to set the "sag", and when done right it will leave approximately 60-65% of available travel to absorb impacts (jounce). Let's say you have shocks with 3.0 inches of total travel and a 12.0 inch eye-to-eye extended length. You would set the sag by having the rider sit on the bike along with the normal amount of gear and then measure the length of the shock. If we assume you are shooting for a 33% sag, the shock should measure 11.0 inches eye-to-eye (12.0 inches minus 1/3 of the 3.0 inch travel). This is highly simplified, and the sag percentage isn't exactly carved in stone, but it should give you an idea of what's involved in doing it right. If you do it this way and can't get the sag within the proper range, it's a good indication the spring rate is too high or too low for your application.
Hopefully that made sense.
Jerry