[THIN] KB: CTX113789 - The Citrix Print Manager Service (cpsvc.exe) or Microsoft Print Spooler Service (spoolsv.exe) Crashes or Hangs
- From: "Jim Kenzig http://ThinHelp.com" <jkenzig@xxxxxxxxx>
- To: thin@xxxxxxxxxxxxx
- Date: Sun, 1 Jul 2007 18:32:25 -0700 (PDT)
CTX113789 - The Citrix Print Manager Service (cpsvc.exe) or Microsoft Print
Spooler Service (spoolsv.exe) Crashes or Hangs
This document was published at: http://support.citrix.com/article/CTX113789
Document ID: CTX113789, Created on: Jun 25, 2007, Updated: Jun 26, 2007
Products: Citrix MetaFrame XP 1.0 for Microsoft Windows 2000, Citrix MetaFrame
XP 1.0 for Microsoft Windows 2003, Citrix MetaFrame Presentation Server 3.0 for
Microsoft Windows 2000, Citrix MetaFrame Presentation Server 3.0 for Microsoft
Windows 2003, Citrix Presentation Server 4.0 for Microsoft Windows 2000, Citrix
Presentation Server 4.0 for Microsoft Windows 2003, Citrix Access Essentials
1.0, Citrix Access Essentials 1.5, Citrix Presentation Server 4.0 x64 Edition
Symptoms
The Citrix Print Manager service (cpsvc.exe) or Microsoft Print Spooler
service (spoolsv.exe) crashes or hangs.
Printers are not autocreated, the default printer is not set correctly in the
session, print jobs fail to spool, and so on.
Refer to the following:
CTX105158 ? Troubleshooting Citrix ICA Printing - Quick Reference Guide
CTX107717 ? Using LiveKD to Save a Complete Memory Dump for Session or System
Hangs
Note: The Citrix Print Manager service was first introduced in Citrix
Presentation Server 4.0. Access Essentials 1.x and Presentation Server 3.0 with
Service Pack 2005.04 also use this service.
Resolution
1. Investigate the output on a hung service: How to use the Userdump.exe tool
to create a dump file. Because the Citrix Print Manager service depends on the
Microsoft Print Spooler service, Citrix may ask for both services to be
analyzed.
2. See CTX109195 ? Citrix Print Manager Service Consumes Large Amounts of
Memory.
3. Investigate output from application crashes: See CTX108173 ? How to Attach
the NT Symbolic Debugger to a Process and Save a Dump, CTX107528 ? How to Set
WinDbg as a Default Windows Postmortem Debugger, CTX105888 ? How to Set the NT
Symbolic Debugger as a Default Windows Postmortem Debugger, CTX102634 ?
WFSHELL.exe crashes when attempting to autocreate certain HP Print Drivers, and
CTX103209 ? Enabling, disabling, reading, and/or generating Dr. Watson log
files..
4. Check the following registry key:
For 32-bit Windows:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows
NT x86
For 64-bit Windows:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows
x64
This registry key contains driver provider information.
Native printer drivers can be identified if the provider information contains
Microsoft or Windows 2000. Vendor drivers are listed with the vendor name.
In some cases, the native driver might be listed with the vendor ID, but in
this case the OEM URL in the registry key should point to the Microsoft support
Web page rather than to the vendor support Web page.
Kernel Mode Drivers (Version 2) are listed in the following section:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows
NT x86\Drivers\Version-2
See Stop 0x00000050 When Printing to an HP 5 or 6 Printer with
Hewlett-Packards Drivers and Stop 0x00000050 Error Message Appears on Terminal
Server with Lexmark Printer Driver.
This can cause stop errors, print spooler crashes, and faulty print jobs.
Stop error indications:
0xA - IRQL_NOT_LESS_OR_EQUAL
0x50 - PAGE_FAULT_IN_NONPAGED_AREA
0xBE - ATTEMPTED_WRITE_TO_READONLY_MEMORY
0xC1 - SPECIAL_POOL_DETECTED_MEMORY_CORRUPTION
0xC4 - DRIVER_VERIFIER_DETECTED_VIOLATION
0xC6 - DRIVER_CAUGHT_MODIFYING_FREED_POOL
0xC7 - TIMER_OR_DPC_INVALID
0xC9 - DRIVER_VERIFIER_IOMANAGER_VIOLATION
Try to avoid kernel mode drivers on Windows 2000 Server or Windows Server
2003 at all times (on Windows Server 2003, version 2 is disabled by default).
Only use kernel-mode drivers on Windows NT 4.0 Terminal Server Edition
systems (you have no other choice)
Drivers with missing provider information
Missing provider information generally points to an incorrect driver
installation (possibly an updated driver). Some vendors may intentionally leave
this field blank. If Citrix print driver replication is used, the blank field
is ported to all servers.
If the vendor configures this value and it is blank, Citrix recommends
uninstalling and reinstalling such drivers.
If such drivers are vendor drivers and not native Windows drivers, they
should be verified for Terminal Server certification prior to a new
installation.
Best Practices
Use native Windows drivers or the Citrix Universal Print Driver (UPD).
Use driver mapping to native drivers.
See CTX089874 ? Troubleshooting and Explaining the Citrix Universal Print
Driver.
Avoid updating a driver. Always attempt uninstall a driver, restart, and
then install the new/replacement driver.
Unused drivers should be uninstalled or restricted within the Presentation
Server Console.
Try to avoid using version 2 kernel-mode drivers.
Give users write access to <root directory>\system\spool to handle
third-party printer drivers that are not 100 percent Terminal Server-aware.
Try avoiding third-party PCL6 drivers (it is preferable to use PCL5 or PS).
Never install untested printer drivers on a production server/server farm.
Do not install ALL native printer drivers on the server (unneeded growth of
the data store, and will slow down logon performance).
Use mappings when available.
Scheduled spooler restart and spool directory cleanup during a server
restart is fighting the problem symptoms, not the problem source.
More Information
In general, all of the Microsoft-supplied printer drivers are tested with
Terminal Services and guaranteed to work. Before using a third-party printer
driver, ensure it has been certified for Terminal Services. There is a Windows
Hardware Quality Labs (WHQL) program for getting third-party printer drivers
certified on Terminal Services. Ask your printer driver vendor to secure such
certification.
See Frequently Asked Questions About Terminal Services.
Jim Kenzig
Microsoft MVP - Terminal Services
Citrix Technology Professional
Provision Networks VIP
CEO The Kenzig Group
http://www.kenzig.com
Blog: http://www.techblink.com
Terminal Services Downloads: http://www.thinhelp.com
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