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Unable to use Windows Update in the Add Printer Driver Wizard RRS feed

  • Question

  • Hello, I have 2 Windows 2012 R2 servers with the Print Server role installed and both are experiencing an issue where I am unable to browse Windows Update for print drivers in the Add Printer Driver Wizard.  When you choose Windows Update it just remains grey forever saying "Windows is updating the list of printers. This might take a few minutes".  I've let them sit for hours at this screen and it never populates.  In fact when it's in this state you can't even close the Add Printer Driver Wizard, you have to kill the process to get it to close.  I also notice that on both servers almost as soon as you choose Windows Update in the wizard an error appears in the event log shown below.  This function was working for at least a couple of weeks on both servers after installing Windows fresh and running all updates as of a couple months ago, since then the only thing that has changed is they've ran the Windows Updates that have been released since then, and now they are both broke.  This issue started at least a month ago if not earlier.  On one of the servers I just installed 2012 R2 update and the issue persists.  If anyone has any suggestions as how to fix this I would be very appreciative as I do not want to risk grabbing unstable print drivers from vendor's websites or having to choose among the hundreds of print drivers that are often available for given models on the Microsoft Update Catalog site.

    Thanks!

    Log Name:      Application
    Source:        Application Error
    Date:          4/23/2014 3:26:32 PM
    Event ID:      1000
    Task Category: (100)
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:     
    Description:
    Faulting application name: svchost.exe_wuauserv, version: 6.3.9600.16384, time stamp: 0x5215dfe3
    Faulting module name: wuaueng.dll, version: 7.9.9600.17092, time stamp: 0x5344bc82
    Exception code: 0xc0000005
    Fault offset: 0x00000000000f4763
    Faulting process id: 0x2bc
    Faulting application start time: 0x01cf5f40ee10d754
    Faulting application path: C:\Windows\system32\svchost.exe
    Faulting module path: c:\windows\system32\wuaueng.dll
    Report Id: 522ee241-cb36-11e3-80c7-005056853bca
    Faulting package full name:
    Faulting package-relative application ID:
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <Level>2</Level>
        <Task>100</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2014-04-23T22:26:32.000000000Z" />
        <EventRecordID>1839</EventRecordID>
        <Channel>Application</Channel>
        <Computer></Computer>
        <Security />
      </System>
      <EventData>
        <Data>svchost.exe_wuauserv</Data>
        <Data>6.3.9600.16384</Data>
        <Data>5215dfe3</Data>
        <Data>wuaueng.dll</Data>
        <Data>7.9.9600.17092</Data>
        <Data>5344bc82</Data>
        <Data>c0000005</Data>
        <Data>00000000000f4763</Data>
        <Data>2bc</Data>
        <Data>01cf5f40ee10d754</Data>
        <Data>C:\Windows\system32\svchost.exe</Data>
        <Data>c:\windows\system32\wuaueng.dll</Data>
        <Data>522ee241-cb36-11e3-80c7-005056853bca</Data>
        <Data>
        </Data>
        <Data>
        </Data>
      </EventData>
    </Event>



    Thursday, April 24, 2014 2:45 PM

All replies

  • What is the file date for the Windows Update binary?

     c:\windows\system32\wuaueng.dll

    Keep sending the dump files when this crashes.  The Windows Update team would need to determine the reason why their component is crashing.


    Alan Morris Windows Printing Team

    Friday, April 25, 2014 12:00 AM
    Answerer
  • The Date Modified date and time in the details tab on the wuaueng.dll on the server that has the 2012 R2 Update installed is: 4/8/2014 8:21pm version 7.9.9600.17092   The 2012 R2 server that does not have the R2 update installed the file modified date/time is: 10/6/2013 7:13pm version 7.9.9600.16422   This file does not seem to have a digital signature on it to get a date stamp from that so hopefully Date Modified is what you were looking for. 

    As far as sending dump files, I am never prompted to send a dump file when the wizard and MMC are frozen, so is there a method that I should be using to send dump files to the Windows Update team?

    Thanks!

    Friday, April 25, 2014 6:35 PM
  • Opt in to Windows Error reporting

    On Server Manager, Local Server

    The dump files will be copied to the location found in event 1001 right next to the 1000 event.

    Right now I'd say that something was published to WU that is causing the process failure and unrelated to any update. 

    You can get drivers directly from the WU site rather than relying on the WU service to populate the list in Add Driver.  I have a bat, but I don't know whose door to knock down.  Maybe they are already aware of the issue.

    PS.  Me too on the failure, you are not going nuts.

    http://catalog.update.microsoft.com/v7/site/Home.aspx

    You have to use expand command to get the file directory structure correct

    http://social.technet.microsoft.com/Forums/windowsserver/en-US/6311de84-3091-4753-83ad-806c800bec38/how-to-install-the-printer-driver-from-the-windows-update-while-the-server-is-not-able-to-access-to?forum=winserverprint


    Alan Morris Windows Printing Team

    Friday, April 25, 2014 10:21 PM
    Answerer
  • You can also experience the WU service termination and the subsequent UI hang running "printui /s" from command line.

    Alan Morris Windows Printing Team

    Friday, April 25, 2014 10:22 PM
    Answerer
  • Thank you for all your feedback on this Alan.  It is comforting to know that I'm not crazy and even you are experiencing this issue.  I have now opted in to Windows Error reporting.  Does this mean that the dump file will automatically be sent to Microsoft or do I need to do something?  I just reproduced the error and I see the 1001 events coming up now right after the 1000 events so just wondering if my dump file was automatically sent. 

    As far as the update catalog, while it's a great resouce, for print drivers for example, the amount of choices can be pretty overwhelming when trying to choose the correct one.  Take this driver for example: "kyocera taskalfa 300ci".  Search for this driver in there and you will see 164 choices on 7 pages starting with version 6.1.7600.16385 dated 2006 (?) and it's for Windows 8,8.1 etc which makes no sense when comparing the date.  Then you have a version 6.0.2915.0 (older?) that's dated 5/15/2013.  Then there's a whole bunch of other versions and options available for the same operating systems.  Kind of hard to tell which one is really the "correct" driver to grab.

    Then while this is probably a different topic altogether but will the class version 4 drivers ever be available from Windows update?  How does Microsoft plan on keeping Windows 8,8.1 up to date with new version 4 drivers overtime as future new printer models are released by manufacturers, without having the use the catalog of course.

    Thanks!

    Saturday, April 26, 2014 5:52 AM
  • sfc /scannow...

    install the KB 2919399?

    Best,

    Howtodo

    Monday, April 28, 2014 4:12 PM
  • Is 2919399 a real KB article?  Internet search isn't finding anything.
    Wednesday, April 30, 2014 12:05 AM
  • I have this problem also on Windows 8.1.

    I wonder if he means "2919355": http://support.microsoft.com/kb/2919355/en-us

    It does seem slightly related. I installed that update on 23-Apr-2014.

    Sunday, May 4, 2014 12:09 PM
  • Hi Joe,

    Would you please let us know current situation of this issue? Any update?

    Best regards,

    Justin Gu

    Thursday, May 8, 2014 5:30 PM
    Moderator
  • Thanks for checking in Justin, yes the issue persists.  Also to confirm I have applied the Windows Server 2012 R2 Update KB2919355 to the print server.  Do you have any new news from the Windows Update Team?

    Thanks!

    Thursday, May 15, 2014 7:49 PM
  • You will need to get drivers directly from the WU site for a while. Don't ask for ETA but someone's working on it. I do have fully patched 2012 R2 that does not hit this issue.


    Alan Morris Windows Printing Team


    Friday, May 23, 2014 5:50 AM
    Answerer