Article ID: 318365 - Last Review: May 18, 2007 - Revision: 3.6

Cannot Print a Large Paper Size at High Resolution

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This article was previously published under Q318365

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SYMPTOMS

When you try to print a large paper size at a high resolution, your print job may not complete correctly. When you try to print a test page, you may receive the following error message:
Test page failed to print. Would you like to view the print troubleshooter for assistance? Operation could not be completed.
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CAUSE

This problem may occur if the maximum size of a device surface was set at 4 billion pixels. Because of a limitation in Windows XP and Windows 2000, attempts to create a device surface that is larger than 4 billion pixels do not work.
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RESOLUTION

Windows XP

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Service Pack Information

To resolve this problem, obtain the latest service pack for Windows XP. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
322389  (http://support.microsoft.com/kb/322389/EN-US/ ) How to Obtain the Latest Windows XP Service Pack
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Hotfix Information

The English version of this fix should have the following file attributes or later:
   Date         Time   Version      Size       File name
   ------------------------------------------------------
   03-Apr-2002  22:04  5.1.2600.41  1,670,912  Win32k.sys

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Windows 2000

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Service Pack Information

To resolve this problem, obtain the latest service pack for Microsoft Windows 2000. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
260910  (http://support.microsoft.com/kb/260910/EN-US/ ) How to Obtain the Latest Windows 2000 Service Pack
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Hotfix Information

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Windows 2000 service pack that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the fix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support (http://support.microsoft.com/contactus/?ws=support)
NOTE: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The typical support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

The English version of this fix should have the following file attributes or later:
   Date         Time   Version         Size       File name
   -----------------------------------------------------------
   13-Apr-2002  18:39  5.0.2195.5265      42,256  Basesrv.dll
   13-Apr-2002  18:39  5.0.2195.5520     222,480  Gdi32.dll
   13-Apr-2002  18:39  5.0.2195.4928     708,880  Kernel32.dll
   25-Jun-2001  22:17  3.10.0.103         47,808  User.exe
   13-Apr-2002  18:39  5.0.2195.4314     402,192  User32.dll
   13-Apr-2002  18:39  5.0.2195.5521     369,424  Userenv.dll
   04-Apr-2002  14:29  5.0.2195.5531   1,642,960  Win32k.sys
   23-Jan-2002  14:45  5.0.2195.4865     178,960  Winlogon.exe
   13-Apr-2002  18:39  5.0.2195.4602     243,472  Winsrv.dll

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STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article.
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Windows XP

This problem was first corrected in Windows XP Service Pack 1.
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Windows 2000

This problem was first corrected in Microsoft Windows 2000 Service Pack 4.
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MORE INFORMATION

The 4 billion pixel-limitation that is described in this article is removed after you apply this hotfix. This problem was reproduced by printing to a paper size that is larger than 36 by 360 at a resolution of 600 dpi. This problem may also exist with other paper size and resolution combinations.
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APPLIES TO
  • Microsoft Windows 2000 Professional Edition
  • Microsoft Windows XP Professional
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Keywords: 
kbhotfixserver kbqfe kbwin2ksp4fix kbbug kbenv kbfix kbprint kbshell kbwin2000presp4fix kbwinxpsp1fix KB318365
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