Microsoft KB Archive/934885

= The Print Spooler service may stop sending print jobs to a printer that uses the standard port monitor on a Windows Server 2003-based computer =

Article ID: 934885

Article Last Modified on 10/11/2007

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APPLIES TO


 * Microsoft Windows Server 2003, Datacenter Edition for Itanium-Based Systems
 * Microsoft Windows Server 2003, Enterprise Edition for Itanium-based Systems
 * Microsoft Windows Server 2003, Datacenter x64 Edition
 * Microsoft Windows Server 2003, Enterprise x64 Edition
 * Microsoft Windows Server 2003, Standard x64 Edition
 * Microsoft Windows Server 2003, Datacenter Edition (32-bit x86)
 * Microsoft Windows Server 2003, Enterprise Edition
 * Microsoft Windows Server 2003, Standard Edition (32-bit x86)
 * Microsoft Windows Server 2003, Web Edition
 * Microsoft Windows XP Professional x64 Edition

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Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows registry



SYMPTOMS
The print queue on a Microsoft Windows Server 2003-based computer may stop working for a printer that uses the standard port monitor (SPM) for TCP/IP. Specifically, the Print Spooler service may stop sending print jobs to this printer, even though the spooler continues to send print jobs to other printers. In this situation, the print job in the printer's queue shows a status of &quot;Printing.&quot; If you remove the print job from the queue, and then you try to print again, the same problem occurs.



CAUSE
This problem occurs because of an access violation that occurs in the printer-driver process. When this problem occurs, the spooler does not stop, and the SPM port is not reset. This causes the print queue to stop responding (hang).



RESOLUTION
This hotfix is designed to help diagnose where in the printer-driver process the access violation occurs. After you install this hotfix, a User.dmp file is created for the spooler process when this problem occurs. Send this User.dmp file to the manufacturer of the printer, and then request that the manufacturer provide an updated driver.

After you install this hotfix, create a registry value to enable the system to create a User.dmp file for the spooler process. Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk. To create this registry value, and then to enable it, follow these steps:  Click Start, click Run, type regedit in the Open box, and then click OK. Locate the following subkey in the registry, and then click this subkey:

 

 On the Edit menu, point to New, and then click DWORD Value. Type ThrowDriverException for the name of the DWORD value, and then press ENTER. Right-click ThrowDriverException, and then click Modify. In the Value data box, type 1, and then click OK.</li> Exit Registry Editor.</li></ol>

Hotfix information
A supported hotfix is now available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next service pack that contains this hotfix.

To resolve this problem, submit a request to Microsoft Online Customer Services to obtain the hotfix. To submit an online request to obtain the hotfix, visit the following Microsoft Web site:

http://go.microsoft.com/?linkid=6294451

Note If additional issues occur or any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. To create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Prerequisites
Before you apply this hotfix, make sure that the computer is running one of the following operating systems:
 * A 32-bit version of Windows Server 2003 with Service Pack 2 (SP2)
 * An Itanium-based version of Windows Server 2003 with SP2
 * An x64-based version of Windows with SP2

Restart requirement
You must restart the computer after you apply this hotfix.

Hotfix replacement information
This hotfix does not replace a previously released hotfix.

File information
The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.

Windows Server 2003, Itanium-based versions
<div class="workaround_section">

WORKAROUND
To work around this problem, restart the Print Spooler service, or restart the computer. To restart the Print Spooler service, use one of the following methods.

Start the Print Spooler service from the Services console

 * 1) Click Start, click Run, type services.msc, and then click OK.
 * 2) Right-click the Print Spooler service, and then click Stop.
 * 3) Right-click the Print Spooler service, and then click Start.

Start the Print Spooler service at command prompt
<ol> Click Start, click Run, type cmd, and then click OK.</li> Type the following commands at the command prompt:

net stop spooler

net start spooler

exit

Note Press ENTER after each command line.</li></ol>

<div class="status_section">

STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section.

<div class="moreinformation_section">

MORE INFORMATION
For information about how to contact the printer manufacturer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and software vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information. For more information about how hotfix packages are named, click the following article number to view the article in the Microsoft Knowledge Base:

816915 New file naming schema for Microsoft Windows software update packages

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

Technical support for x64-based versions of Microsoft Windows
If your hardware came with a Microsoft Windows x64 edition already installed, your hardware manufacturer provides technical support and assistance for the Windows x64 edition. In this case, your hardware manufacturer provides support because a Windows x64 edition was included with your hardware. Your hardware manufacturer might have customized the Windows x64 edition installation by using unique components. Unique components might include specific device drivers or might include optional settings to maximize the performance of the hardware. Microsoft will provide reasonable-effort assistance if you need technical help with a Windows x64 edition. However, you might have to contact your manufacturer directly. Your manufacturer is best qualified to support the software that your manufacturer installed on the hardware. If you purchased a Windows x64 edition such as a Microsoft Windows Server 2003 x64 edition separately, contact Microsoft for technical support.

For product information about Microsoft Windows XP Professional x64 Edition, visit the following Microsoft Web site:

http://www.microsoft.com/windowsxp/64bit/default.mspx

For product information about x64-based versions of Microsoft Windows Server 2003, visit the following Microsoft Web site:

http://www.microsoft.com/windowsserver2003/64bit/x64/default.mspx

Additional query words: Winx64 Windowsx64 64bit 64-bit Dr. Watson error Doctor

Keywords: kbfix kbqfe kbexpertiseinter kbhotfixserver KB934885

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