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splwow64.exe print spooler crash with HP PCL 5 UPD 5.4

    Question

  • Windows XP 32-bit receiving thunking spooler sporadic errors.  The issue is happening to clients printing to shared printers on multiple print servers as well as a newly spun up VM windows 2008 r2 server. 

    Users able to print successfully at times with the sporadic crash, around 1 out of 7 print attempts.

    Environment:

    Printer server: 2008 R2 and 2003 (64-bit)

    Client: XP 32-bit - Recreated crash on Windows 7 64-bit workstation.

    Applications:  Published (Xenapp 6.0) 32 bit applications including Outlook 2007. We have not been able to recreate the problem using locally installed applications.  Users able to print successfully at times with the sporadic crash. 

     
    Xenapp 6.0 Hotfixes:
    XA600W2K8R2X64017
    XA600W2K8R2X64029
    XA600W2K8R2X64046
    XA600W2K8R2X64056
    XA600W2K8R2X64058
    XA600W2K8R2X64060
    XA600W2K8R2X64062
    XA600W2K8R2X64068
    XA600W2K8R2X64079
    XA600W2K8R2X64077

    splwow64.exe print spooler crash with HP UPD

    HP Laserjet printers:
    P2035n
    1320 series
    P3010
    P2015
    Driver - HP Universal Print Driver PCL 5version v5.4 (61.118.1.11744)


    Error details:

    Problem signature:
      Problem Event Name: BEX64
      Application Name: splwow64.exe
      Application Version: 6.1.7600.16385
      Application Timestamp: 4a5bd3ca
      Fault Module Name: hpmux118.dll_unloaded
      Fault Module Version: 0.0.0.0
      Fault Module Timestamp: 4ebcd4b2
      Exception Offset: 000007fef342059c
      Exception Code: c0000005
      Exception Data: 0000000000000008
      OS Version: 6.1.7600.2.0.0.16.7
      Locale ID: 1033
      Additional Information 1: d407
      Additional Information 2: d40771d80355fad1dd5e50ce7ddbf91f
      Additional Information 3: 8507
      Additional Information 4: 850722de1e4c8488a170d86614749a19

    A search on the internet turned up a lot of people having this issue, but I have not been able to come to a resolution.

    HP forum thread on this issue.
    http://h30499.www3.hp.com/t5/Print-Servers-Network-Storage/Print-spooler-crash-with-HP-UPD/td-p/1163412/page/4

    Similar Expert-Exchange thread.
    http://www.experts-exchange.com/OS/Microsoft_Operating_Systems/Server/2003_Server/Q_22943969.html

    Microsoft Forums and KB.

    http://social.technet.microsoft.com/Forums/en-US/winserverprint/thread/5ec3a88b-f072-4dd6-ada3-304938adde3d

    http://support.microsoft.com/kb/947477

    http://social.technet.microsoft.com/Forums/en/winserverTS/thread/29020f56-b821-427a-9d4b-6b79d19e20db

    http://social.technet.microsoft.com/Forums/en/winservergen/thread/9d4ec974-c296-4979-9c91-ba4bd7e5ecc1

    Attempted: Brand new virtual 2008 r2 server with freshly download HP Universal Print Driver PCL 5 (v5.4). 

    Result: Same issue on second print attempt.

    Attempted:  Removed shared printer and removed HP universal print driver PCL 5 (v5.4) from existing production print server.  Downloaded separate fresh install of HP universal print driver PCL 5 (v5.4) and recreated the shared printer.

    Result:  Same issue on 2nd or 3rd print attempt.

    Attempted:  Changed the HP Universal Driver PCL 5 (v5.4) driver from Shared to Isolated in the Driver Isolation.

    Result: Same issue on 1st attempt.  Changed back to Shared (system default). 

    Added notes to environment:  Other printers using specific model print drivers and Ricoh printers working correctly with no splwow64.exe errors.

    Any assistance would be greatly appreciated.
    Thanks in advance,
    Tanny





    • Edited by Tanny Ahmad Friday, February 24, 2012 7:47 PM
    Thursday, February 23, 2012 8:52 PM

Answers

  • Hi,


    The error message shows that the issue is directly caused by splwow64.exe crash and we need to collect the memory dump to debug the error. Unfortunately, debugging is beyond what we can do in the forum. A suggestion would be to contact Microsoft Customer Service and Support (CSS) via telephone so that a dedicated Support Professional can assist with your request. Please be advised that contacting phone support will be a charged call.
     
     
     
    To obtain the phone numbers for specific technology request please take a look at the web site listed below:
     
     
     
    http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone#faq607

     


    Please also try to install the following hotfix to test:

     

    Printing performance decreases in Windows 7 or in Windows Server 2008 R2
    http://support.microsoft.com/kb/2526028


    Based on my research, I'd like to suggest to upgrade the printer driver to test.


    Thank you for your understanding and I hope this will be resolved soon.


    Best Regards
    Elytis Cheng


     


    Elytis Cheng

    TechNet Community Support

    Friday, February 24, 2012 2:54 AM
    Moderator
  • Tanny, the event you posted was for Server 2008 R2 version of splwow64.exe.  If you have this version running on Server 2003, it's totally unsupportable.

    If you have 2008 R2 around be sure to update to SP1 or at least apply this hotfix

    http://support.microsoft.com/kb/979681

    FIX: A legacy HP printer driver may crash when you run a 32-bit application on a computer that is running a 64-bit version of Windows 7 or of Windows Server 2008 R2


    Alan Morris Windows Printing Team

    Saturday, February 25, 2012 3:18 PM
    Answerer

All replies

  • Hi,


    The error message shows that the issue is directly caused by splwow64.exe crash and we need to collect the memory dump to debug the error. Unfortunately, debugging is beyond what we can do in the forum. A suggestion would be to contact Microsoft Customer Service and Support (CSS) via telephone so that a dedicated Support Professional can assist with your request. Please be advised that contacting phone support will be a charged call.
     
     
     
    To obtain the phone numbers for specific technology request please take a look at the web site listed below:
     
     
     
    http://support.microsoft.com/default.aspx?scid=fh;EN-US;OfferProPhone#faq607

     


    Please also try to install the following hotfix to test:

     

    Printing performance decreases in Windows 7 or in Windows Server 2008 R2
    http://support.microsoft.com/kb/2526028


    Based on my research, I'd like to suggest to upgrade the printer driver to test.


    Thank you for your understanding and I hope this will be resolved soon.


    Best Regards
    Elytis Cheng


     


    Elytis Cheng

    TechNet Community Support

    Friday, February 24, 2012 2:54 AM
    Moderator
  • Thank you for getting back to me.  Hotfix kb2526028 only pertains to Win2k8 R2, correct?  This issue is also happening on Win2k3 print servers.

    Friday, February 24, 2012 3:33 PM
  • Tanny, the event you posted was for Server 2008 R2 version of splwow64.exe.  If you have this version running on Server 2003, it's totally unsupportable.

    If you have 2008 R2 around be sure to update to SP1 or at least apply this hotfix

    http://support.microsoft.com/kb/979681

    FIX: A legacy HP printer driver may crash when you run a 32-bit application on a computer that is running a 64-bit version of Windows 7 or of Windows Server 2008 R2


    Alan Morris Windows Printing Team

    Saturday, February 25, 2012 3:18 PM
    Answerer