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"Not able to connect to printer" error when you try to connect to a printer on a computer that is running Windows 7 or Windows Server 2008 R2

View products that this article applies to.

Symptoms

Consider the following scenario:
  • You have a server that is running Windows 7 or Windows Server 2008 R2 Service Pack 1 in a cluster.
  • The cluster is under a heavy load. For example, there are more than 1,700 printers and more than 100 print jobs.
  • You try to connect to a printer in the cluster.

In this scenario, either the printer to which you want to connect is no longer displayed or you receive the following error message:

Not able to connect to printer.

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Cause

This problem occurs because the Spooler service crashes in the FindClosePrinterChangeNotification function after the printer handle is deleted and the RMTNTFY_HANDLE context handle is called.

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Resolution

Hotfix information

A supported hotfix is available from Microsoft Support. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, go to the following Microsoft website:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must have Service Pack 1 for Windows 7 or Windows Server 2008 R2 installed.

Restart requirement

You do not have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any previously released hotfix.

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File information
The English (United States) version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.

Windows 7 and Windows Server 2008 R2 file information and notes

Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.

    VersionProductSR_LevelService branch
    6.1.760
    1.
    22xxx    		Windows 7 and Windows Server 2008 R2SP1LDR
  • GDR service branches contain only those fixes that are widely released to address widespread, extremely important issues. LDR service branches contain hotfixes in addition to widely released fixes.
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 7 and Windows Server 2008 R2" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
File nameFile versionFile sizeDateTimePlatform
Spoolsv.exe6.1.7601.22891317,95204-Dec-201405:10x86
Spoolsv.exe6.1.7601.22891317,95204-Dec-201405:10x86
For all supported x64-based versions of Windows 7 and Windows Server 2008 R2
File nameFile versionFile sizeDateTimePlatform
Spoolsv.exe6.1.7601.22891560,12804-Dec-201403:16x64
Spoolsv.exe6.1.7601.22891560,12804-Dec-201403:16x64
For all supported IA-64-based versions of Windows Server 2008 R2
File nameFile versionFile sizeDateTimePlatform
Spoolsv.exe6.1.7601.228911,085,44004-Dec-201402:01IA-64

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7
File namePackage_1_for_kb3019224~31bf3856ad364e35~x86~~6.1.1.0.mum
File versionNot applicable
File size1,815
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File namePackage_2_for_kb3019224~31bf3856ad364e35~x86~~6.1.1.0.mum
File versionNot applicable
File size1,817
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File namePackage_for_kb3019224_sp1~31bf3856ad364e35~x86~~6.1.1.0.mum
File versionNot applicable
File size1,918
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File nameX86_34af0de375934d7e7d3623e70c7aaa28_31bf3856ad364e35_7.1.7601.22891_none_113b3ee144030437.manifest
File versionNot applicable
File size709
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File nameX86_bfa2ffef39c22dbd0e395a8eb0774e67_31bf3856ad364e35_6.1.7601.22891_none_df60dc58212c7707.manifest
File versionNot applicable
File size709
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File nameX86_microsoft-windows-printing-spooler-core_31bf3856ad364e35_6.1.7601.22891_none_d883169e392c255d.manifest
File versionNot applicable
File size207,265
Date (UTC)04-Dec-2014
Time (UTC)05:39
PlatformNot applicable
File nameX86_microsoft-windows-printing-spooler-core_31bf3856ad364e35_7.1.7601.22891_none_c9f392e3c412ce2c.manifest
File versionNot applicable
File size206,947
Date (UTC)04-Dec-2014
Time (UTC)05:38
PlatformNot applicable
Additional files for all supported x64-based versions of Windows 7 and Windows Server 2008 R2
File nameAmd64_07eba4118cf75d5b399d1b6b26290457_31bf3856ad364e35_7.1.7601.22891_none_bba3b5b2706db965.manifest
File versionNot applicable
File size713
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File nameAmd64_2e7812187c2409de5ec1ca4699e08ace_31bf3856ad364e35_6.1.7601.22891_none_213654a066fb05ea.manifest
File versionNot applicable
File size713
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File nameAmd64_microsoft-windows-printing-spooler-core_31bf3856ad364e35_6.1.7601.22891_none_34a1b221f1899693.manifest
File versionNot applicable
File size207,260
Date (UTC)04-Dec-2014
Time (UTC)05:38
PlatformNot applicable
File nameAmd64_microsoft-windows-printing-spooler-core_31bf3856ad364e35_7.1.7601.22891_none_26122e677c703f62.manifest
File versionNot applicable
File size206,942
Date (UTC)04-Dec-2014
Time (UTC)05:36
PlatformNot applicable
File namePackage_1_for_kb3019224~31bf3856ad364e35~amd64~~6.1.1.0.mum
File versionNot applicable
File size2,034
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File namePackage_2_for_kb3019224~31bf3856ad364e35~amd64~~6.1.1.0.mum
File versionNot applicable
File size1,827
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File namePackage_for_kb3019224_sp1~31bf3856ad364e35~amd64~~6.1.1.0.mum
File versionNot applicable
File size2,139
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
Additional files for all supported IA-64-based versions of Windows Server 2008 R2
File nameIa64_b6fb66949bc40c8744768ad9c291f363_31bf3856ad364e35_6.1.7601.22891_none_01b9384c88d9cef3.manifest
File versionNot applicable
File size711
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File nameIa64_microsoft-windows-printing-spooler-core_31bf3856ad364e35_6.1.7601.22891_none_d884ba94392a2e59.manifest
File versionNot applicable
File size207,261
Date (UTC)04-Dec-2014
Time (UTC)05:37
PlatformNot applicable
File namePackage_1_for_kb3019224~31bf3856ad364e35~ia64~~6.1.1.0.mum
File versionNot applicable
File size1,820
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable
File namePackage_for_kb3019224_sp1~31bf3856ad364e35~ia64~~6.1.1.0.mum
File versionNot applicable
File size1,446
Date (UTC)04-Dec-2014
Time (UTC)09:28
PlatformNot applicable

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Status

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

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References

Learn about the terminology that Microsoft uses to describe software updates.

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Keywords: kbbug, kbsurveynew, kbexpertiseinter, kbautohotfix, kbhotfixserver, kbqfe, kb, kbfix

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Article Info
Article ID : 3019224
Revision : 1
Created on : 1/7/2017
Published on : 2/11/2015
Exists online : False
Views : 189