Applications Hanging

I have 3 machines out of about 12 that are having continuous application hang issues which are mostly coming from MS Word and Adobe. All machines are running Windows 7 X64 sp1, Office 2010 Pro plus, and latest version of Adobe Reader. I did find that every time the issue occurs it stems from a custom app we use which hands off a job to either Word or Adobe for printing (printers directly connected to PC) I used resource monitor when the program hung and in the analyze wait chain splwow64.exe process seemed to be the consistent cause of the hang. I downloaded a hotfix from Microsoft which kills the process, but now the programs still hang with no sign of splwow64.exe holding it up. I have switched printers, ran windows update, ran office and adobe repair, but still having issues. Anyone ever see this issue or have a suggestion?
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Mark BillExchange, AD, SQL, VMware, HPE, 3PAR, FUD, Anti MS Tekhnet, Pro EE, #1Commented: is this the hotfix you tried to install to fix?

Do we have all updates installed for Office service packs too and all updates for Adobe.

How many printers do we have? can we isolate by running the hand off from the custom app to each printer individually, this could even be a driver issue.

Thinking of more solutions for you.....
RSTech2Author Commented:
Yes Mark that is the hotfix. All updates are installed and every station has their own printer which differ from station to station, but I also tried connecting them to a network printer and even swapping printers still no luck.
Mark BillExchange, AD, SQL, VMware, HPE, 3PAR, FUD, Anti MS Tekhnet, Pro EE, #1Commented:
so its still crashing with a different printer. Who develops this app? what have they got to say about this?
Have you got a work around i.e. manually printing this so the users do not crash the machines.

Also you say about 10 machines, does this function work on some machines and not others?
If so what are the differences between working and non working machines? consider printers, locations, OS, updates, drivers used. etc
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RSTech2Author Commented:
Yes several of the other machine are using the same exact process, but don't have issues. I have been trying to compare and see what differences are there, but nothing stands out. The developers have been monitoring the logs to see what may be the cause, but they are stumped as well. I even uninstalled and reinstalled the custom app with no luck. Recreating the issue is also a problem because this issue has occurred very sporadically. The only work around is for the user to log off or restart. Killing the process of the hanging application works, but I cant have users opening resmon or task manager every time it happens.
Mark BillExchange, AD, SQL, VMware, HPE, 3PAR, FUD, Anti MS Tekhnet, Pro EE, #1Commented:
I would like at putting the machines in a clean boot, then enabling the application processes only the custom one that is and testing it then, there is probably a piece of third party software causing this on the affected machines and not on the unaffected machines.

try this, put an affected machine into a clean boot.
then enable your application, word and adobe only the required programs to reproduce the issue, if it resolves the issue it will be telling you that one of the disabled programs is causing the issue then you just have to figure out which one it is .

Search the event logs for driver errors in the system log any weird errors around the time of a crash.
Search the app logs for errors critcals or warnings.

this should shed some light.
RSTech2Author Commented:
Thanks for the info. Clean boot was my last resort as I assist with this office remotely. One issue to note in that regard is that one of the 3 PC's having issues is fairly new. Event logs haven't provided much assistance either.
Mark BillExchange, AD, SQL, VMware, HPE, 3PAR, FUD, Anti MS Tekhnet, Pro EE, #1Commented:
no prob keep us in the loop, let me know what happens when you clean boot an affected machine with the minimum enabled services for the app to work.

are you using OEM or Windows volume licence, if its a small office probably the HP or Dell version of windows, start by removing all the HP and Dell, Lenovo whatever it is garbage that comes on these computers.
RSTech2Author Commented:
Hey so the final solution which I was trying to avoid was a clean install. Thanks for all the help!

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