When you monitor the CPU usage of a Windows 2000-based Terminal server (a server that has Terminal Server enabled) that supports users who print from Terminal Services sessions, you notice that the server is experiencing high CPU load in the Winlogon.exe and Spoolsv.exe processes.
This problem occurs when the print spooler stops responding on the Terminal server. A spooler failure can be identified by information in the application event log or in the Drwtsn32.log on the Terminal server. The log indicates that the Spoolsv.exe process has terminated unexpectedly.
Note The Drwtsn32.log file path is drive:\Documents and Settings\All Users\Documents\DrWatson\Drwtsn32.log.
A supported hotfix is available from Microsoft. 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 this specific problem.
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, submit a request to 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, visit the following Microsoft Web site:
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.
The English version of this fix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.
Note Because of file dependencies, this update requires Windows 2000 Service Pack 4 (SP4).
For additional information about how to obtain Windows 2000 SP4, click the following article number to view the article in the Microsoft Knowledge Base:
260910 How to Obtain the Latest Windows 2000 Service Pack
This problem can be prevented if you determine the cause of the spooler instability and eliminate it. To do this, use the process of elimination: Remove third-party printer drivers, remove port monitors, or investigate the contents of the User.dmp file that is produced at the time of the spooler failure.
Note The default User.dmp file path is drive:\Documents and Settings\All Users\Documents\DrWatson.
Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article.
For additional information about how hotfix packages are named, click the following article number to view the article in the Microsoft Knowledge Base:
816915 New Naming Schema for Microsoft Windows Hotfix Packages