An IPP printer stops responding after you cancel a print job from PowerPoint in Windows 7 or Windows Server 2008 R2

Applies to: Windows Server 2008 R2 DatacenterWindows Server 2008 R2 EnterpriseWindows Server 2008 R2 Foundation

Symptoms


Consider the following scenario:
  • You have a computer that is running Windows 7 or Windows Server 2008 R2.
  • You have Microsoft Office 2010 or one of its individual products, such as Microsoft Word or Microsoft PowerPoint, installed.
  • You have an Internet Printing Protocol (IPP) printer installed that is using a PCL 6 Unidrv-based printer driver.
  • You print a large file to the IPP printer, and then you cancel the print job within the Microsoft Office application.
In this scenario, you notice that the print job seems to cancel successfully. However, the print job status display in the print queue properties of the IPP printer indicates an error. Although the status changes from Spooling to Printing as expected, the display does not change again for a long time. After this delay, a status of Error is shown. You may also notice that the print device stops responding and is inaccessible for any printing until it times out and returns to Ready status.

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.

Status


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

References


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