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All Shared printers (Ricoh, HP, Xerox) from Windows Server 2012 R2 goes offline on all computers (Win7/8/10) RRS feed

  • Pergunta

  • Dear All,

    We have several shared printers on our windows server 2012R2. It was working fine so far but recently since last few weeks all of a sudden, all printers appear offline on the user's computers. We have windows 7/8/8.1 and 10. All the printers show offline on all the computers (200+).

    Tried installing all the available updates on the server but the issue still persisted.

    On some users computers, we installed the printers manually and some were installed with Group policy. The problem affects all the users and all the printers. We are using Ricoh Universal print driver, HP Plotter driver and Xerox model specific driver.

    The only solution so far is to restart the spooler service on the server, after which all the printers appear online.

    Right now a windows task scheduler has been created to restart the service every 30 mins but the issue is still sometimes encountered just after 10 minutes of service restart. Attaching the installed updated on the server.

    Requesting assistance if anyone has encountered anything similar.

    By the way all the available windows updates have been installed on the server but the issue still persists.

    @Alan Morris  - I read your answer about the security tokens for a question (link below) but how do we fix such a problem. We are using Equitrac. Does that affect Windows Print spooler in any way ?

    https://social.technet.microsoft.com/Forums/en-US/a67e1a21-186c-4651-8144-5079a68d59d3/print-server-windows-server-2012-r2-shows-printers-offline?forum=winserverprint

    segunda-feira, 4 de novembro de 2019 06:22

Todas as Respostas

  • HI
    there is a document for your reference.
    A network printer is displayed incorrectly as offline on a computer that is running Windows 7 or Windows Server 2008 R2
    https://support.microsoft.com/en-ie/help/2713128/a-network-printer-is-displayed-incorrectly-as-offline-on-a-computer-th

    Best Regards
    Andy YOU
    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.


    terça-feira, 5 de novembro de 2019 02:08
    Moderador
  • HI
    Is there any progress on your question?

    Best Regards
    Andy YOU
    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    segunda-feira, 11 de novembro de 2019 10:06
    Moderador
  • Thanks Andy for the response. 

    The problem still persists. I checked the link that you shared only applied to server 2008R2 and windows 7. While the current issue is with windows server 2012R2.

    When the printers go offline I tried to print and got an error "RPC server is unavailable".

    How do i confirm that the issue is related to RPC? Can i get anything from the event viewer to confirm it?

    All services are running RPC, netbios, DCOM and others which i found related to RPC.

    Also it is a mystery for me about what happens after restarting the print spooler which solves the issue and brings all shared printer back online.


    quinta-feira, 14 de novembro de 2019 07:09
  • Hi Ankit,

    Sorry I missed this previously.

    The printers going offline on ALL machines sounds like the print system is failing on the print server.

    For the issues I have experienced previously a spooler restart on the client system initializes the connection and the security token.

    Are there any spooler crash dumps in the C:\ProgramData\Microsoft\Windows\WER\ReportQueue folder?  It's a hidden system folder but the folder is on the print server.

    Look for directories with spoolsv in the name.  I can take a look at any hdmp files if they exist.  The report.wer file is a text based file so you can open in notepad.

    If the connection gets reset when starting the client spooler, then the issue is due to the client spooler.

    I do not think Equitrac is the source of the issue.

    Thanks


    Alan Morris formerly with Windows Printing Team

    quinta-feira, 14 de novembro de 2019 16:34
    Usuário que responde
  • HI
    How do i confirm that the issue is related to RPC? Can i get anything from the event viewer to confirm it?
    when the problem happened ,are there any event log in below location on w2012r2?
    event viewer\windows logs\
    application
    system
    event viewer\windows logs\applications and services logs\microsoft\windows\printservice
    when the issue happen again check if the needs port of the print spooler and RPC are opened ?
    36 Remote Procedure Call (RPC)
    34. Print Spooler
    https://support.microsoft.com/en-sg/help/832017/service-overview-and-network-port-requirements-for-windows

    Best Regards
    Andy YOU
    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.



    terça-feira, 19 de novembro de 2019 08:33
    Moderador
  • @allanMorris : I checked ReportQueue folder. It exists but I don't see anything in that folder.
    segunda-feira, 16 de dezembro de 2019 07:40
  • @Andy YOU: The required ports and firewall is open. I also checked the logs > printservice but the logs when the issue happened are not available.

    It happened today morning, but I do not see anything during that time in the events

    segunda-feira, 16 de dezembro de 2019 07:51
  • The next time this happens, go into Properties of one of the offline printers on the server, go to Ports tab, then Configure Port button. Reverse whatever setting is set in the SMTP Status Enable box. Click ok out of the Properties windows. Is the printer still offline?
    terça-feira, 17 de dezembro de 2019 22:05
  • Disable the pruning policy in Ad and restart the print spooler service in print server.
    terça-feira, 17 de dezembro de 2019 22:15
  • tried it. Didn't help
    quarta-feira, 18 de dezembro de 2019 19:37
  • But I can't keep doing it... its random. Sometimes just after 30 mins they go offline and sometimes they work upto 6 hours. Cannot also create a schedule as it is random
    quarta-feira, 18 de dezembro de 2019 19:38
  • Did you confirm the print spooler service, spools.exe is crashing?

    Follow my guidance here: https://www.papercut.com/kb/Main/TrackDownFailingPrintDrivers

    Andy was pointing you down road regarding PrintService logs path since the spooler CANNOT log anything when it it dead.  Generally you will see a bunch of PrintService event 315s after a spooler restart.

    Application and System logs do record the failures Andy is correct here.

    If you are experiencing spooler crashes, you do need to enable your insurance umbrella, Print Driver Isolation .  Use the Shared setting for all the drivers on the server.

    If you have Isolation set to Shared already, this would indicate the failure is in one of the language monitors associated with the driver.

    Turn all that stuff off, it not reliable in an enterprise environment.

    In the Ports tab, confirm Bidirection support is unchecked.

    If the spooler is not dying, then there is something else at play with the RPC connection to the spooler which we can disable as well but lets step down the spool crash road first.

    Thanks



    Alan Morris formerly with Windows Printing Team

    quinta-feira, 19 de dezembro de 2019 03:27
    Usuário que responde