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Article ID: 2864755 - Last Review: November 14, 2014 - Revision: 10.0

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Symptoms

Assume that you have a printer being shared on a printer server that is running Windows Server 2008 R2. When you try to print a file from a Windows 7 client to the shared printer, printing fails. Additionally, the following event is logged on the printer server:

Product: <Windows operating system>
ID: 372
Source: Microsoft-Windows-PrintSpooler
Version: 6.1
Symbolic Name: MSG_PRINT_ON_PROC_FAILED_EX
Message: 
The document %1, owned by %2, failed to print on printer %3. Try to print the document again, or restart the print spooler. 
Data type: %4. Size of the spool file in bytes: %5. Number of bytes printed: %6. Total number of pages in the document: %7. Number of pages printed: %8. Client computer: %9. Win32 error code returned by the print processor: %10. %11


Note The printer server may be running Windows Server 2008, Windows Server 2012, or Windows Server 2012 R2 instead.

Cause

This issue occurs because, in the registry on the Windows 7 client, the DependentFiles registry key for the driver that is used by the printer is blank. The DependentFiles registry key is under the following registry subkey: 
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\<architecture>\Drivers\Version-3\<drivername>

Resolution

To resolve this issue, follow these steps:
  1. Apply hotfix 3001232 (http://support.microsoft.com/kb/3001232) .
  2. Apply hotfix 2896881 (http://support.microsoft.com/kb/2896881) .

    Note Even though the hotfix refers to a Windows Server 2008 R2 issue, the hotfix can also be applied to Windows 7-based computers that encounter this issue.

Workaround

To work around this issue, you can repair, remove and then reconnect the network printer.

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684  (http://support.microsoft.com/kb/824684/ ) Description of the standard terminology that is used to describe Microsoft software updates
When the issue occurs, you can see event 372 is logged in the PrintService Admin log. To do this, follow these steps:
  1. Open Event Viewer and then expand Applications and Services Logs.
  2. Expand the Microsoft folder.
  3. Expand the Windows folder.
  4. Expand the PrintService folder and then click Admin.

Applies to
  • Windows 7 Service Pack 1, when used with:
    • Windows 7 Enterprise
    • Windows 7 Professional
    • Windows 7 Ultimate
    • Windows 7 Home Premium
    • Windows 7 Starter
  • Windows Server 2008 R2 Service Pack 1, when used with:
    • Windows Server 2008 R2 Datacenter
    • Windows Server 2008 R2 Enterprise
    • Windows Server 2008 R2 for Itanium-Based Systems
    • Windows Server 2008 R2 Foundation
    • Windows Server 2008 R2 Standard
    • Windows Web Server 2008 R2
Keywords: 
kbqfe kbhotfixserver kbfix kbsurveynew kbexpertiseadvanced KB2864755
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