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Word crashes when trying to print RRS feed

  • Question

  • Just suddenly Word started to crash for every domain-user when trying to print on a specific network printer. The problem occurs on any Word version (Word 2013, 2016 and 2019) using this one specifc printer. The weird part is that printing from other applications work fine e.g Excel and Adobe Reader.

    Printing in Word works on every other printer on the print-server. As soon as you select this specific printer in Word menu, Word will crash without a message.

    The event viewers shows an application error for ntdll.dll

    - <Event xmlns="">
    - <System>
      <Provider Name="Application Error" /> 
      <EventID Qualifiers="0">1000</EventID> 
      <Level>2</Level> 
      <Task>100</Task> 
      <Keywords>0x80000000000000</Keywords> 
      <TimeCreated SystemTime="2019-07-12T13:43:31.262332900Z" /> 
      <EventRecordID>43785</EventRecordID> 
      <Channel>Application</Channel> 
      <Computer>TPAD16.domain.local</Computer> 
      <Security /> 
      </System>
    - <EventData>
      <Data>WINWORD.EXE</Data> 
      <Data>16.0.10346.20002</Data> 
      <Data>5ceae0a2</Data> 
      <Data>ntdll.dll</Data> 
      <Data>10.0.17763.292</Data> 
      <Data>7ded7809</Data> 
      <Data>c0000374</Data> 
      <Data>00000000000faf49</Data> 
      <Data>3ff4</Data> 
      <Data>01d538b7c349e60a</Data> 
      <Data>C:\Program Files\Microsoft Office\root\Office16\WINWORD.EXE</Data> 
      <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data> 
      <Data>82ccd552-66fd-49bc-a991-c3b95864cc2f</Data> 
      <Data /> 
      <Data /> 
      </EventData>
      </Event>
    Any ideas where to start? Driver issues or a problem with User profiles?

    Friday, July 12, 2019 2:11 PM

All replies

  • Hi Dan,

    Please try to update your Office and printer driver to have a check. In addition, you can create a new Windows user account and log in the computer, then try to print to check for the issue.

    Please follow the methods in the article to reset user options and registry settings in Word. Please Note: This article contains information about how to modify the registry. Make sure to back up the registry before you modify it. 

    You can try to remove the printer and reinstall it.

    Other steps to try:

    • Stop the print spooler service temporarily in “services.msc”
    • Uninstall MS office completely.
    • Then reinstall MS office again.
    • Then restart the computer and restart print spooler services and all dependency services again.
    • If this does not work, Please create a new Administrator user account and install MS office in this account after uninstalling it completely from the computer and check again.

    Other steps to try:

    • Press WINDOWS+R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
    • From the Start menu or the Start screen:
    • Open Devices and Printers.
    • Select any printer and then click "Print server properties" at the top of the window.
    • Click on the Drivers tab.
    • Select the printer driver you wish to uninstall.
    • Click the Remove button.
    • Select "Remove driver and driver package" and click OK.

    Reinstall the DLL:

    1. Type cmd in the search box, and then right click Command prompt select Run as Administrator.
    2. Type this in command prompt:
      • regsvr32.exe /u ntdll.dll and press Enter key (this will uninstall the file)
      • regsvr32.exe ntdll.dll and press Enter key (this will reinstall the file).


    If you have any updates, feel free to post back to let us know.

    Best Regards,

    Herb


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.


    Monday, July 15, 2019 5:32 AM
    Moderator
  • Hi,

    I am checking the status of this issue. Do you have any update for it?

    If my reply is helpful to this question, please remember to mark it as answer. Your action would be helpful to other users who encounter the same issue and read this thread. Thanks for your understanding.

    Anything unclear or any questions, feel free to post them back to let us know. I will be glad to follow up and help you.

    Best Regards,

    Herb


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.


    Wednesday, July 17, 2019 9:42 AM
    Moderator
  • Hi,

    This thread has been around for a long time. Please remember to mark the replies as answers if they helped. Your action would be helpful to other users who encounter the same issue and read this thread. 

    Thank you for understanding! If you have any questions, or updates, please feel free to let me know.

    Best Regards,

    Herb


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.


    Tuesday, August 6, 2019 6:39 AM
    Moderator