Link to home
Start Free TrialLog in
Avatar of MO_ITSD
MO_ITSDFlag for United States of America

asked on

Print Spooler stops on XP pc when installing HP Printer from Windows 03 server

Hello everyone.  When I attempt to install a printer from the Windows 03 server my print spooler will stop on the pc that I'm trying to install it on.  It seems that this all started when I installed the latest driver for the HP 4250 printers on the server.  We were originally having problems with slow printing so I upgraded the driver and that took care of the performance issue.  Now when I either right click on the printer and open it or I double click on the printer I will get the following error, "Spooler SubSystem App" "Spooler Subsystem App has encountered a problem and needs to close.  We are sorry for the inconvenience".  My XP computers are running SP 2 and we have tried to install SP 3 and it made no difference.  We have tried numerous things that we found on the Internet and they were basically no help.  Any help would be appreciated.  Thanks!
Avatar of Mikael Jansson
Mikael Jansson
Flag of Sweden image

I have a question, did you use HP Universal print driver on the print queue before changing to the latest driver for LJ 4250?
If that is the case you could be victim of a scenario where the driver is changed on an existing print queue on the server from HP UPD to another driver and whats happening then is that not all registry values are updated/deleted and when any client tries to connect to that printerqueue it will crash the spooler because it tries to copy a file or reference a file that is not part of the driver.
if this is the case then you can look in the registry under the printer key e.g.
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers\[printer name]\CopyFiles\BIDI
if this key is there you will probably find a file reference under there that leads to a file that may not origin to that driver.

WARNING! do not delete anything from the registry before you are sure if this is the case and its the correct one, many drivers will put CopyFiles\BIDI registry key in the registry because they need to instruct the print system to send files to the client
Best way of determine if its a dependent file is to go into the inf-file for the driver and search for the specific filename mentioned in the reg.key.
also you might need to do similar things on every client affected by this, because you can find similar settings under the LanMan Services key on the client*
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Print\Providers\LanMan Print Services\Servers\[servername]\[printername]
I dont know if this is the cause of your problem but it behaves like this, it could of course be other things
Good luck!
/ Mikael
 
Avatar of MO_ITSD

ASKER

I did not use the universal driver.  I installed the HP driver that is dated May 9th, 2008.  I had thought about using the universal driver recently after having problems, but we have never had to use that driver any other time.  
One thing that I did forget to mention is that this seems to only be a problem for the new computers that we add to the network.  I have had my laptop on the network for a while and I am able to install network printers without getting the error.  These computers that are just added are setup with an image that we have created and they all have printer/s with the old driver on them.  I hope that this helps troubleshoot this problem better.  Thanks again for your help!
Ok, If you try on one of the new computers that you installed with an image to delete all the old print driver before trying to connect to the network printer, maybe its a conflict between the versions.
do you see any events in eventviewer that can be related to printing at the time where this happens (except for 7031 or similar telling you that the spooler stopped)?
when the error box comes up do you have a small blue link in the lower left side named "Click here"? if so you can click on that one and then on the same link in the next dialogbox, after that you will be presented with a dialogbox with two filepaths. If you open that directory in explorer (the folder is named something like "WERxxxx.dir00, copy the files in there, its two files that are of interest with extensions .hdmp and .mdmp. the .hdmp file is a crash dump with information about the crash.
If you are familiar with debugging you can use tools like WinDbg to analyze it but if you are not familiar with it you can upload the file to this question and I can take a look at whats happening in the dump at the point of crash. Can't guarantee that I will find anything since itsa a "minidump" but its worth a try, of course if you are willing to share that file.
if you dont get this dump when it crashes we have to find another angle to aproach the problem.
/ Mikael
Avatar of MO_ITSD

ASKER

Mikael-
We were able to produce the files and I have attached them to this posting.  I am not at all familiar with these types of files and would hope that you will take a look at them for me.  Please let me know if you need anything else and thank you for your help!  I had to rename the file extensions to txt so that they could be attached.  The zipped file name is what the extension should really be.  Thanks again for your help!
mdmp-file.zip
HDMP-file.zip
error.jpg
ASKER CERTIFIED SOLUTION
Avatar of Mikael Jansson
Mikael Jansson
Flag of Sweden image

Link to home
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
Start Free Trial
Avatar of MO_ITSD

ASKER

You are awesome!  That fixed our printer problem.  I ended up editing the registry on the server for each of the 30 printers that we have.  Thank you very much for your help!  You saved us.
Avatar of SysAdmWin
SysAdmWin

There is also a patch from microsft that solves that same problem. We have the same issue over here where the print spooler will stop when downloading drivers from the server.

http://support.microsoft.com/kb/953546

Great information.  Couple of follow up questions:

is there a similar patch needed for server 2008 32bit standard edition?

Any feed back on whether or not to use HP's UPD?

Thanks, this really helped.