Windows Print Spooler service fails when printing some PDFs to NuGenesis UNIFY printers - WKB274147

SYMPTOMS

• When printing a PDF to UNIFY, and UNIFY is in manual mode, the manual mode before/after processing dialog boxes do not appear
• If UNIFY is in batch mode, no dialog boxes appear
• The print job remains in the UNIFY queue
• The Print Spooler service in Windows fails when UNIFY processes the print job
• When the Print Spooler service is down, the printers list in Windows is not available, and users cannot view the queues for any printers
• The following message appears in the Windows application Event Log:
  • Faulting application name: spoolsv.exe, version: 10.0.17763.3165, time stamp: 0x7d710f60
    Faulting module name: VCRUNTIME140.dll, version: 14.32.31332.0, time stamp: 0xefff39ad
    Exception code: 0xc0000005
    Fault offset: 0x000000000000146c
    Faulting process id: 0x144c
    Faulting application start time: 0x01da17c17625753a
    Faulting application path: C:\Windows\System32\spoolsv.exe
    Faulting module path: C:\Windows\System32\VCRUNTIME140.dll
    Report Id: e0af5da5-7077-4315-a244-e799b7bbd051
    Faulting package full name: 
    Faulting package-relative application ID: 

ENVIRONMENT

• NuGenesis 9 SDMS

CAUSE

A software defect

FIX or WORKAROUND

1. Defect report CRI-6603 was filed for this issue.
2. This defect is resolved in NuGenesis 9.4 with the introduction of a new UNIFY driver option.
   • In NuGenesis 9.4, enable the "noStretchDIBRec" driver option for printing applications such as Microsoft Edge or Adobe Reader.
3. For versions of NuGenesis prior to 9.4, enable the following group policies and restart the Print Spooler service. These policies isolate the UNIFY driver to PrintIsolationHost.exe, and the spooler service remains operational. The print jobs remain in the UNIFY queue, but other printing functions in the OS will be available.
   • Execute print drivers in isolated processes.
   • Override the print driver execution compatibility setting reported by the print driver.

ADDITIONAL INFORMATION

When Print Driver Isolation is enabled in Windows, the Event Log message is as follows:

Faulting application name: PrintIsolationHost.exe, version: 10.0.17763.1697, time stamp: 0xe0fdfe37
Faulting module name: VCRUNTIME140.dll, version: 14.32.31332.0, time stamp: 0xefff39ad
Exception code: 0xc0000005
Fault offset: 0x000000000000146c
Faulting process id: 0x251c
Faulting application start time: 0x01da17c2a264da75
Faulting application path: C:\Windows\system32\PrintIsolationHost.exe
Faulting module path: C:\Windows\system32\VCRUNTIME140.dll
Report Id: 13081a49-711a-46bc-a769-25c0eeb4c90c
Faulting package full name: 
Faulting package-relative application ID: