The printer spooler may crash randomly on a Windows Server computer that has an HP printer that is installed

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Article ID: 947477 - View products that this article applies to.
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SYMPTOMS

On a Windows Server based computer that has an HP printer that is installed, the printer spooler may crash randomly.

CAUSE

This problem occurs because of one of the following files:
  • Hpbmmon.dll (HP Master Monitor)
  • Hpzpi4wm.dll (HP Print Processor)
  • Hpzpp4wm.dll (HP Print Processor)
  • HPtcpMon.dll (HP TCP Port monitor)

RESOLUTION

To resolve this problem, contact the third-party manufacturer for help.

WORKAROUND

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows

Workaround for the problem that is caused by the Hpbmmon.dll file

To work around this problem, remove the HP Master Monitor. To do this, follow these steps:
  1. Start Registry Editor.
  2. Locate and then click the following registry subkey:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monitors\HP Master Monitor
  3. On the File menu, click Export.
  4. In the File name box, type HPprinter, and then click Save.

    Note If you want to restore this registry subkey, double-click the HPprinter.reg file that you save in this step.
  5. Right-click the HP Master Monitor registry entry, and then click Delete.
  6. Click Yes.
  7. Exit Registry Editor, and then restart the computer.
  8. Rename the Hpbmmon.dll file to "Hpbmmon.old." The file is in the following location:
    C:\WINDOWS\system32\Hpbmmon.dll file
Workaround for the problem that is caused by the Hpzpi4wm.dll file or the Hpzpp4wm.dll file

Note If this printer does not work with WinPrint, the following steps may not work. If this situation occurs, contact HP to upgrade the HPZPP4WM print processor to the newer version.
  1. Click Start, and then click Control Panel.
  2. Double-click Printers and Faxes.
  3. Right-click the printer that you want to use, and then click Properties.
  4. Click the Advanced tab, and then click Print Processor.
  5. Click WinPrint in the Print processor box, click RAW in the Default data type box, and then click OK two times.
  6. Rename the Hpzpi4wm.dll file to "Hpzpi4wm.old." The file is in the following location:
    C:\WINDOWS\system32\spool\drivers\w32x86\3\Hpzpi4wm.dll
  7. Rename the Hpzpp4wm.dll file to "Hpzpp4wm.old." The file is in the following location:
    C:\WINDOWS\system32\spool\PRTPROCS\W32X86\Hpzpp4wm.dll
Workaround for the problem that is caused by the HPtcpMon.dll file
  1. Start Registry Editor.
  2. Locate and then click the following registry subkey:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monitors\HP Standard TCP/IP Port
  3. On the File menu, click Export.
  4. In the File name box, type HPprinter, and then click Save.

    Note If you want to restore this registry subkey, double-click the HPprinter.reg file that you save in this step.
  5. Right-click the HP Standard TCP/IP Port registry entry, and then click Delete.
  6. Click Yes.
  7. Locate and then click the following registry subkey:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monitors\Standard TCP/IP Port
  8. Double-click Driver, and then verify that the value of the Value data box is tcpmon.dll.

    Note If the Driver registry entry does not exist or its value is not tcpmon.dll, create the Driver registry entry, and then set its value to tcpmon.dll. To do this, follow these steps:
    1. On the Edit menu, point to New, and then click String Value.
    2. Type Driver, and then press ENTER.
    3. Right-click Driver, and then click Modify.
    4. In the Value data box, type tcpmon.dll, and then click OK.
  9. Exit Registry Editor, and then restart the computer.
  10. Rename the HPtcpMon.dll file to "HPtcpMon.old." The file is in the following location:
    C:\WINDOWS\system32\HPTcpMon.dll

MORE INFORMATION

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

For more information about how to troubleshoot printing problems in Windows 2000 and in Windows Server 2003, click the following article number to view the article in the Microsoft Knowledge Base:
260142 How to troubleshoot printing problems in Windows 2000 and in Windows Server 2003

Properties

Article ID: 947477 - Last Review: January 20, 2012 - Revision: 3.1
APPLIES TO
  • Microsoft Windows Server 2003, Web Edition
  • Microsoft Windows Server 2003, Datacenter Edition (32-bit x86)
  • Microsoft Windows Server 2003, Enterprise Edition (32-bit x86)
  • Microsoft Windows Server 2003, Standard Edition (32-bit x86)
  • Microsoft Windows Server 2003, Datacenter Edition for Itanium-Based Systems
  • Microsoft Windows Server 2003, Datacenter x64 Edition
  • Microsoft Windows Server 2003, Enterprise x64 Edition
  • Microsoft Windows Server 2003, Enterprise Edition for Itanium-based Systems
  • Microsoft Windows Server 2003, Standard x64 Edition
  • Windows Server 2008 Datacenter
  • Windows Server 2008 Enterprise
  • Windows Server 2008 R2 Datacenter
  • Windows Server 2008 R2 Enterprise
  • Windows Server 2008 R2 Standard
  • Windows Server 2008 Standard
Keywords: 
kbexpertiseinter kbtshoot kbprb KB947477

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