The question being asked is how can I determine why the server is freezing on certain jobs and what data can I use to corroborate my findings? I don't want our partners to just say it is our problem without some justification.
Ok here is the scenario --
We partnered with another facility and they now send jobs to our print server. We never had a problem with jobs being stuck in queue until the partnership. Between one and five times per day they will send a job to our print server that gets stuck and errors out after 2-5 minutes. The total volume they are sending is between 200 and 500 jobs per day. The jobs arrive through a dedicated firewall VPN tunnel. The documents which freeze are coming over in the .eraw format. The application being used to initiate the jobs is a citrix web-based application which sends the job to a server on their side which forwards the print job to my servers.
Examples of errors in the event viewer log ---
(Application) Faulting application spoolsv.exe, version 5.2.3790.4759, faulting module ntdll.dll, version 5.2.3790.4789, fault address 0x0002a1fb.
(System) The Print Spooler service terminated unexpectedly. It has done this 8 time(s). The following corrective action will be taken in 0 milliseconds: Restart the service.
Each time it does this any job after the affected job hangs until the service restarts. The original job is also lost. I have tried to clean out my server of any old drivers and have been cleaning out extra services. IE removed the backup DNS server role it had, removed DHCP role... The server is also a file server and has some other functions. I plan to eventually move all printing to a pair of servers dedicated to the function but I am not sure that is going to help anything as the problem did not occur before we started to receive print jobs from our partner.