Domain Printer Troubleshooting Tips

[InTheWayBoy]

Okay, so I have a domain that has been working fine for the most part...the last issue that I can't really figure out has to do with printers. We have two network printers in our organization. They are Canon 4570's if you want to know specifically. Both have the ability to be IP printers. But, that means I would have to host the drivers elsewhere and educate users on how to install them should an issue pop up. I really wish the printers were smart enough to host their own drivers, but I guess that's not such a wanted feature...go figure.

So to circumvent that I have the two printers installed on the server, and then shared from there. The clients map the printer from the server, which gives me the ability to not have to worry about drivers since the server has the appropriate drivers already. So if the printers go south all the user has to do is navigate to the server and double-click the printer to install...no muss, no fuss.

But, I still have an ongoing issue...throughout the day clients are dropping the printer. We use a terminal program of sorts for medicare billing, and it usually happens in that application. It's Citrix if that helps. When the printer drops there is no visible error message, and when you go to the "Printers and Faxes" it's still listed...but it has access denied or unable to open as the status message. So far the only way I can get this to work is for the user to reboot the client machine. I use an application called "Desktop Authority" which handles a lot of the little things, like mapping printers and drives. The application is configured to first remove all previous mapped printers, then install the mapped printer. That way should the previous mapped printer be in error, it's removed and freshly installed at each login. I think this is what is helping me out when they reboot, which is exactly what I expect it to do.

So then it boils down to what is causing the issue? The users can still access their shared drives, and their Desktop and My Docs are redirected to the server and are accessable as well. So just at random it will break the printers....I have no idea what to troubleshoot with this?

Are there any steps to properly sharing a printer that I might be missing? What about troubleshooting, is there any place on either the client or server that I can look as get some info? I've tried things like restarting the print spooler, but that doesn't seem to work. It almost seems like an authentication issue, but since they still have access to all other resources I'm lost...HELP!

Oh, and there is one event that happens occassionally, but it doesn't seem to be related. Here it is:

Event Type:	Error
Event Source:	Print
Event Category:	None
Event ID:	6161
Date:		11/22/2005
Time:		1:37:45 PM
User:		
Computer:	
Description:
The document Microsoft Word - Document1 owned by failed to print on printer \\canon\net. Data type: RAW. Size of the spool file in bytes: 13174. Number of bytes printed: 0. Total number of pages in the document: 4. Number of pages printed: 0. Client machine: \\computer. Win32 error code returned by the print processor: 123. The filename, directory name, or volume label syntax is incorrect.


For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

This error is almost unrelated in that it effects people who can print all day long...just that one item errors out. And the people who are dropping the printer don't get this message, at least not close enough to be related.

I've done some research on the event id and all of it is basic stuff that I have double and triple checked. The print drivers are the latest from the manufacturer, and many have recently be reRIS'd so the workstations are almost spotless. All clients are Dells, with minor config differences. All clients run the same level OS and applications, so I don't it has much to do with that.

I'm really looking for some good methods to deduce just what is up with printers...so if you could just point me in the right direction that would be great. Thanx again!!!

[cluberti]

Have you tried removing the print monitors from your server (or changed the printer to use the Microsoft standard print monitor)? Print monitors are the devil on print servers, and especially so through Terminal Services (Citrix or RDP).

Also, have you tried switching the clients from spooling to printing directly to the printer to see if things improve? Unless you use printer drivers (especially in TS) that come with the Windows CD, you will usuallly run into problems like this sooner or later.

I'd try switching from spooling to printing directly to the printer first to see if that fixes things (almost always does), and if that does not work, try disabling or removing all print monitors from the print server in question.

Note:

There is a utility in the 2003 resource kit called cleanspl.exe for cleaning out your printer keys in the registry - use printmig to backup your printers, use cleanspl to clean out the print key, and then use printmig to import your printers again (this will have removed all third party print monitors, as printmig doesn't export anything but the standard port monitors and some legacy HP and Lexmark monitors if they exist). Make sure you have a good backup of the printer registry hives before doing this (just in case you need to re-import on some failure), but the above should clean out your printers keys very well and leave you with printers and drivers, but no other extraneous "fluff".

Edited November 28, 2005 by cluberti

[InTheWayBoy]

That's some good info.

Firstly, no print monitor apps are loaded, it's straight inf drivers. There are three different options for the driver; PCL5e, PCL6, and PS. I always have used the PCL6 with no problems, and PCL5e when needed, but have never used PS drivers...any idea if the type of driver might be a problem?

Currently they are on default spooler settings, which I think is print after first page is loaded. I've tried waiting until the whole document is spooled, but never printed straight to printer. I assumed since it's going through the server first that would be a bad selection, but I'll give it a shot.

And the hookup on the app is nice. I'll play with it and see what happens. I figure I could integrate that into my logon script; remove the printer, run the tool, then map the printer.

[cluberti]

Actually, PS drivers are the most stable, with PCL6 drivers being the most problematic. Just an FYI - if you can use the PS driver, do so, as things generally work MUCH better in a TS environment.

[InTheWayBoy]

That's good to know too! Geez...been doing this all wrong

What, if any, actual differences are there between the two...at least in regards to the end user. All functions are still the same, just different ways of implimenting it on the printer?

[cluberti]

For all intents and purposes, yes. If you want the nitty-gritty, I'd suggest a quick google search on PS vs PCL drivers. Unless you've got high-end printers that are sensitive to color or font differences in your documents, your users won't notice the difference between PS and PCL drivers.

[InTheWayBoy]

That's kinda what I thought, as PS = PostScript which I've only heard referenced when talking about graphics stuff. They are just networked black and white copiers, so no need for advanced features. So far today I haven't seen any issues since switching over to them, but it's only been three hour

[cluberti]

Good luck - I think you'll find the PS drivers to be much more stable though.