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Unable to print using Internet Explorer, Printer error 49. 4C02 - Error RRS feed

  • Question

  • Hi Guys,

    In our org. recently the intranet portal is being launched having webpages built using Html5 & CSS3, everything seemed to be working fine until we had this issue of printing via all Internet Explorer browser version.

    Issue Description:

    Couple of symptoms of the issues when trying to print.

    1. The printer name is invalid (res://ieframe.dll/preview.js)
    2. The remote server machine does not exist or is unavailable (res://ieframe.dll/preview.js)
    3. Whenever print is fired the printer goes in hung state, we have to power off and power on the same

    Observation:

    1. The same webpage when we try to print using Mozilla firefox / Google chrome there is no issue
    2. The print model is HP LaserJet M4345 MFP series
    3. The printer is installed using TCP configuration on member server and the printer is shared for client PCs(Windows7/8.1)
    4. As soon as the print is fired on the server where printer is configured observe event ID 10 which states print was successful
      1. Document 161, URL - website owned by UserA was printed on HP LaserJet 4345 mfp - IT PCL 6 via port IP_10.14.1.132.  Size in bytes: 499992; pages printed: 1
    5. We also tested the print on several other printer model like Lexmark and the issue is same.
    6. If the printer is configured locally using USB and tried to print – print is successful
    7. If we print to XPS doc, it prints properly using IE for that page
    8. Tried to trace what’s happening using netmon when print is fired using IE and below is the screenshot


    1. Came across this registry thing while troubleshooting and didn’t know how it could relate to the issue while deep diving into netmon logs   (ms724884)
      1. REG_DWORD_LITTLE_ENDIAN

    Action Taken:

    1. KB 2511250 / 308260 / 2652062  - didn’t worked
    2. Installed hotfixes on windows 7 PC KB2028560 / KB2454826 / KB2028551 – didn’t worked
    3. logged case with HP Support – updated the drivers UPD PS – didn’t worked (still working on it)
    4. enabled / disabled script debugging on IE advanced settings – didn’t worked
    5. turned on / off protected mode – didn’t worked
    6. tried running in 32/64bit version – didn’t worked
    7. tried running in run as administrator mode – didn’t worked
    8. registered IE dlls with regards to print – didn’t worked
    9. reinstalled IE – didn’t worked

     

    It seems when print is fired the job is sent to server and as soon as the server spooled the print job in to printer, the printer used to get hung.

    Printer queue would show the status as printing but won’t print, if we don’t cancel the job the printer after powered ON would again go into hung state.

    Would appreciate for your prompt response on the above issue mentioned and do revert for more queries, any points/step if I have missed.

     

    - Charles
    Tuesday, August 19, 2014 6:17 PM

Answers

  • Thanks guys for your help, the issue seemed to be fixed as it was identified by application team there was some issue(might not be compatible with IE & specific printers) with the font.

    1. The font used in the application was 'Open Sans Light','Open Sans Regular', 'Open Sans Semi Bold' belonging to the 'Open Sans' family of fonts.We downloaded the Webfont from Google Fonts
    2. We tried printing the font in the HP printers which caused the 49.4C02 error.

    • Marked as answer by Piramal IT Monday, August 25, 2014 4:21 AM
    Monday, August 25, 2014 4:21 AM

All replies

  • Hi Charles,

    the problem seems to be with your HTML5 page.

    does the issue occur when you try to print other web pages?

    does the issue occur if you View>Style>no style?

    are you using embedded PDF or ActiveX documents in your 'html5' webpage.

    Post questions about html, css and scripting to the Ie Web Development forum. Include with your questions a link to your website, or a mashup or post your full page markup.

    Thx.


    Rob^_^

    Wednesday, August 20, 2014 12:02 AM
  • Hi Rob,

    Issue doesn't occurs if i print other than the intranet webpage.

    Tried to print as suggested changing from default to no style - still no luck in fact the webpage isn't loading properly by changing the style

    Yes the ActiveX setting is configured especially for this intranet webpages(under trusted websites) as mentioned below.

    • Download unsigned activex controls – enable
    • Initialize and script ActiveX controls not marked as safe for scripting – enable
    • Website intranet.domain.com is added in to trusted site

    I will also post this website link on the web development forum for more inputs.

    Wednesday, August 20, 2014 3:20 AM
  • Another observation using netmon trace.

    rprn: rpcopenprinterex response, status = error_access_denied

    Wednesday, August 20, 2014 4:49 AM
  • Further running the netmon below is the observation - check the bold and underlined in specific

    Internet Explorer – it gives error access required – 0x00000008

      Frame: Number = 188, Captured Frame Length = 416, MediaType = ETHERNET
    + Ethernet: Etype = Internet IP (IPv4),DestinationAddress:[00-0C-29-A8-FB-C8],SourceAddress:[E0-DB-55-A2-0C-FE]
    + Ipv4: Src = 10.14.2.88, Dest = 10.14.1.11, Next Protocol = TCP, Packet ID = 8491, Total IP Length = 402
    + Tcp: Flags=...AP..., SrcPort=55894, DstPort=Microsoft-DS(445), PayloadLen=362, Seq=2332315221 - 2332315583, Ack=2976421712, Win=3797
    + SMBOverTCP: Length = 358
    + Smb: C; Transaction, Named Pipe, Transact named pipe, FID = 0x4018 (\spoolss@#182), PathName = \PIPE\
    + MSRPC: c/o Request: WINSPOOL(RPRN) {12345678-1234-ABCD-EF00-0123456789AB}  Call=0x2  Opnum=0x45  Context=0x0  Hint=0xFA
    - RPRN: RpcOpenPrinterEx Request, Printer Name = \\10.14.1.11\HP LaserJet 4345 mfp - IT PCL 6, Data Type = NULL, Access = 0x00000008
      + PrinterName: \\10.14.1.11\HP LaserJet 4345 mfp - IT PCL 6
      + Datatype: NULL
      + Pad1: 0 Bytes
      + DevModeContainer:
        Pad2: 0 Bytes
      - AccessRequired: 0x00000008
       - Flags: 8 (0x8)
          ServerAccessAdminister:  (...............................0) Not Set
          ServerAccessEnumerate:   (..............................0.) Not Set
          PrinterAccessAdminister: (.............................0..) Not Set
          PrinterAccessUse:        (............................1...) Access rights for printers to perform basic printing operations
          JobAccessAdminister:     (...........................0....) Not Set
          JobAccessRead:           (..........................0.....) Not Set
          Reserved1:               (................0000000000......)
          Delete:                  (...............0................) Not Set
          StandardRightsExecute:   (..............0.................) Not Set
          WriteDAC:                (.............0..................) Not Set
          WriteOwner:              (............0...................) Not Set
          Synchronize:             (...........0....................) Not Set
          Reserved2:               (........000.....................)
          GenericAll:              (.......0........................) Not Set
          GenericExecute:          (......0.........................) Not Set
          GenericWrite:            (.....0..........................) Not Set
          GenericRead:             (....0...........................) Not Set
      + Pad3: 0 Bytes
      + ClientInfo:

    Using Firefox it prints normally

      Frame: Number = 373, Captured Frame Length = 412, MediaType = ETHERNET
    + Ethernet: Etype = Internet IP (IPv4),DestinationAddress:[00-0C-29-A8-FB-C8],SourceAddress:[E0-DB-55-A1-83-A6]
    + Ipv4: Src = 10.14.3.207, Dest = 10.14.1.11, Next Protocol = TCP, Packet ID = 12869, Total IP Length = 398
    + Tcp: Flags=...AP..., SrcPort=62246, DstPort=Microsoft-DS(445), PayloadLen=358, Seq=1526859065 - 1526859423, Ack=397077871, Win=252
    + SMBOverTCP: Length = 354
    + Smb: C; Write Andx, FID = 0x000F (\spoolss@#365), 290 bytes at Offset 0
    + MSRPC: c/o Request: WINSPOOL(RPRN) {12345678-1234-ABCD-EF00-0123456789AB}  Call=0x2  Opnum=0x45  Context=0x0  Hint=0x10A
    - RPRN: RpcOpenPrinterEx Request, Printer Name = \\10.14.1.11\HP LaserJet 4345 mfp - IT PCL 6, Data Type = NULL, Access = 0x00000000
      + PrinterName: \\10.14.1.11\HP LaserJet 4345 mfp - IT PCL 6
      + Datatype: NULL
      + Pad1: 0 Bytes
      + DevModeContainer:
        Pad2: 0 Bytes
      + AccessRequired: 0x00000000
      + Pad3: 0 Bytes
      + ClientInfo:

    - Charles

    Wednesday, August 20, 2014 7:50 AM
  • does the issue occur if you View>Style>no style?

    That won't affect the print function unfortunately.  As soon as you try to print you are using a new page and new CSS.  The No Style switch is only temporary.  Prior to IE11 the Developer Tools had a Disable All CSS command which could act as such a workaround, even for printing but I don't think there is anything equivalent in IE11 and don't know how we are supposed to simulate that functionality. 

    One related thing that might work would be to use RegEdit to do a global disabling of all CSS.  A bit extreme but it might help satisfy the test objective.

    http://support.microsoft.com/kb/183717/en-us

    (Microsoft search for
        "Use Stylesheets"
    )



    Robert Aldwinckle
    ---

    Friday, August 22, 2014 3:39 PM
    Answerer
  • If we print to XPS doc, it prints properly using IE for that page

    So, can you then print the .xps file?  Doing that would isolate IE from the symptom or act as a workaround.  And it is (or was) a common workaround.  Since IE11 however we are seeing that even that doesn't work for many users.

    A related thing that users do is find XPS drivers for their printers, so then apparently they can continue printing directly from IE.

    Another related thing that I recently became aware of is that in W8.1 XPS Document Writer is creating .oxps files by default.  Then you must manually change the file type to get an .xps file extension if that is needed.

    FYI



    Robert Aldwinckle
    ---

    Friday, August 22, 2014 3:51 PM
    Answerer
  • Thanks guys for your help, the issue seemed to be fixed as it was identified by application team there was some issue(might not be compatible with IE & specific printers) with the font.

    1. The font used in the application was 'Open Sans Light','Open Sans Regular', 'Open Sans Semi Bold' belonging to the 'Open Sans' family of fonts.We downloaded the Webfont from Google Fonts
    2. We tried printing the font in the HP printers which caused the 49.4C02 error.

    • Marked as answer by Piramal IT Monday, August 25, 2014 4:21 AM
    Monday, August 25, 2014 4:21 AM
  • Hi,

    Glad to see your problem solved, hope your experience is helpful with others.


    Roger Lu
    TechNet Community Support

    Thursday, September 11, 2014 9:41 AM
    Moderator
  • Hi, we just encountered the same issue with "Open Sans" fonts.

    We use "OpenSansLight", "OpenSansRegular", "OpenSansSemibold", "OpenSansBold", "OpenSansExtraBold" in the same css. When I print the page I get the 49c02 error.

    If I remove "OpenSansRegular" and "OpenSansSemibold", the print is successful.

    I tried to add a media query to remove these 2 font-face when I print (@media not print { }) but font-faces are not loaded by IE on screen mode, I don't understand why.

    Can you tell us what you've done with these fonts usage ?

    Monday, September 21, 2015 1:50 PM