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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: 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

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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 : 190