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JolSchni-9223 asked Jingruihan-MSFT answered

print job was sent but nothing happens

this happens to only one person. still have to figure out if it's the program or something else.

The whole morning printing works fine. then suddenly usually at 12 o'clock/lunchtime the printer won't print anymore (even after restarting the print job and the computer), but as soon as you send the print job to another printer (which prints the job without problems), and afterwards retry the same print job on the printer in question it works again.

any ideas? we have replaced the computer, the printer, windows user profile (what seemed to help for a week), and thje program's profile (Polypoint PEP), updates are up to date. it is a citrix environment

windows-server-print
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Jingruihan-MSFT answered Jingruihan-MSFT edited

Hi, dear

First of all, let's try below simple troubleshooting steps and check if it helps to find the issue.

Step 1: I would suggest you run the Printer troubleshooter and check if it helps to find the issue.
Type troubleshooting on the search bar and click on Troubleshooting.
Click on Troubleshooting and click on print on printer Hardware and Sound.
Click on Advanced on the Printer troubleshooter dialog box and click on Run as administrator (Enter the credentials if required).
Click on Next and follow onscreen instructions to complete the Printer troubleshooter.
If the issue still persists try the below-provided information.
87335-image.png

Sept 2: I would recommend you update the printer driver and check if it helps to resolve the issue.
Press Windows Key + X and click on Device Manager (Logged on as an administrator to make changes).
Locate for the Print Queues and expand it.
Right-click on the printer and click on updates.
87330-image.png

Step 3: Try to start or restart the Print Spooler service and sending the print job again.
1. Press “Windows key” + “R”.
2. Type Services.msc
3. Locate the Print Spooler service in the list of services, and then confirm that its status is started.
4. If its status is not started, select the service and then click Start on the Action menu.
Note: You can also do this from an elevated Command Prompt window by typing the following command: net stop spooler && net start spooler.
87353-image.png

In the meanwhile, please check the local computer and Citrix session host's Event Viewer via the below location path into the issues that occur during print.

C:\Windows\System32\winevt\Logs
System.evtx
Application.evtx
Microsoft-Windows-PrintService%4Admin.evtx
Microsoft-Windows-TerminalServices-Printers%4Operational.evtx

If the answer is helpful, please click "Accept Answer" and upvote it.

Best regards




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JolSchni-9223 answered

@Jingruihan-MSFT Thanks for the tipps. The thing is there was no mention of an error and today the person with the problem showed me the error:

Problemsignatur:
Problemereignisname: APPCRASH
Anwendungsname: splwow64.exe
Anwendungsversion: 6.3.9600.19920
Anwendungszeitstempel: 5ff7c2f4
Fehlermodulname: TmUmEvt64.dll
Fehlermodulversion: 8.53.0.1073
Fehlermodulzeitstempel: 5fc4a966
Ausnahmecode: c0000005
Ausnahmeoffset: 00000000000e4571
Betriebsystemversion: 6.3.9600.2.0.0.16.7
Gebietsschema-ID: 2055
Zusatzinformation 1: e2d7
Zusatzinformation 2: e2d7c75b116e0aeff5e48f19d82f1cb3
Zusatzinformation 3: bca5
Zusatzinformation 4: bca5dde6fea33c6ba3c12eed908b94b2

Lesen Sie unsere Datenschutzbestimmungen online:
http://go.microsoft.com/fwlink/?linkid=280262

Wenn die Onlinedatenschutzbestimmungen nicht verfügbar sind, lesen Sie unsere Datenschutzbestimmungen offline:
C:\Windows\system32\de-DE\erofflps.txt

Sadly everything is in German :-/

But as you can see the culprit is the splwow64.exe which crashes on the Server. If we click "Search online for a solution" and let it go through, printing works again. I guess due to the splwow64.exe restarting. but I can't fgure out the actual root cause. If I go through the eventlog the one thing I find is an error with errorcode Ausnahmecode: 0xc0000005:

Name der fehlerhaften Anwendung: splwow64.exe, Version: 6.3.9600.19920, Zeitstempel: 0x5ff7c2f4
Name des fehlerhaften Moduls: TmUmEvt64.dll, Version: 8.53.0.1073, Zeitstempel: 0x5fc4a966
Ausnahmecode: 0xc0000005
Fehleroffset: 0x00000000000e4571
ID des fehlerhaften Prozesses: 0x40c0
Startzeit der fehlerhaften Anwendung: 0x01d7303e34bf3ad2
Pfad der fehlerhaften Anwendung: C:\Windows\splwow64.exe
Pfad des fehlerhaften Moduls: C:\Windows\system32\tmumh\20019\AddOn\8.53.0.1073\TmUmEvt64.dll
Berichtskennung: 78a9add3-9c31-11eb-8801-0050562c00ff
Vollständiger Name des fehlerhaften Pakets:
Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

after seraching the web I came to this website:

https://www.ionos.de/digitalguide/server/konfiguration/0xc0000005-fehler-beheben/

which states some root causes like access restrictions and hardware failures and I guess the next best thing to try is to deactivate the Data Execution Prevention (DEP) or deactivate the AppInit_DLLs-Mechanism. What do you think of it?

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Jingruihan-MSFT answered

English would be great, lol.

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