Hi,

we are trying to print a Word 2010 document using a generic printer driver from SAP.  The OS is Windows 2012R2 and we are connecting through remote desktop connection to this server. The Office 2010 is the 64bit version.

The document is not being printed and we get this error: "Windows cannot print due to a problem with the current printer setup."

In the event viewer I can find these entries:

Log Name:      Application
Source:        Application Error
Date:          7/16/2015 6:20:06 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      BR675W12AS001
Description:
Faulting application name: splwow64.exe, version: 6.3.9600.17480, time stamp: 0x545871c1
Faulting module name: KERNELBASE.dll, version: 6.3.9600.17415, time stamp: 0x54505737
Exception code: 0xe06d7363
Fault offset: 0x0000000000008b9c
Faulting process id: 0xa50
Faulting application start time: 0x01d0bfa894f10cdf
Faulting application path: C:\Windows\splwow64.exe
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: d863cb3e-2b9b-11e5-80e5-000c29ae8209
Faulting package full name: 
Faulting package-relative application ID: 
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-07-16T09:20:06.000000000Z" />
    <EventRecordID>6743</EventRecordID>
    <Channel>Application</Channel>
    <Computer>BR675W12AS001</Computer>
    <Security />
  </System>
  <EventData>
    <Data>splwow64.exe</Data>
    <Data>6.3.9600.17480</Data>
    <Data>545871c1</Data>
    <Data>KERNELBASE.dll</Data>
    <Data>6.3.9600.17415</Data>
    <Data>54505737</Data>
    <Data>e06d7363</Data>
    <Data>0000000000008b9c</Data>
    <Data>a50</Data>
    <Data>01d0bfa894f10cdf</Data>
    <Data>C:\Windows\splwow64.exe</Data>
    <Data>C:\Windows\system32\KERNELBASE.dll</Data>
    <Data>d863cb3e-2b9b-11e5-80e5-000c29ae8209</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>





Log Name:      Application
Source:        Windows Error Reporting
Date:          7/16/2015 6:20:06 AM
Event ID:      1001
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      BR675W12AS001
Description:

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: splwow64.exe
P2: 6.3.9600.17480
P3: 545871c1
P4: KERNELBASE.dll
P5: 6.3.9600.17415
P6: 54505737
P7: e06d7363
P8: 0000000000008b9c
P9: 
P10: 

Attached files:

These files may be available here:
C:\Users\Administrator\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_splwow64.exe_5a7f3151b65fa86c6f6421e6d67fea3a63a93c7_901dad83_0457ce97

Analysis symbol: 
Rechecking for solution: 0
Report Id: d863cb3e-2b9b-11e5-80e5-000c29ae8209
Report Status: 4100
Hashed bucket: 
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-07-16T09:20:06.000000000Z" />
    <EventRecordID>6744</EventRecordID>
    <Channel>Application</Channel>
    <Computer>BR675W12AS001</Computer>
    <Security />
  </System>
  <EventData>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>splwow64.exe</Data>
    <Data>6.3.9600.17480</Data>
    <Data>545871c1</Data>
    <Data>KERNELBASE.dll</Data>
    <Data>6.3.9600.17415</Data>
    <Data>54505737</Data>
    <Data>e06d7363</Data>
    <Data>0000000000008b9c</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>C:\Users\Administrator\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_splwow64.exe_5a7f3151b65fa86c6f6421e6d67fea3a63a93c7_901dad83_0457ce97</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>d863cb3e-2b9b-11e5-80e5-000c29ae8209</Data>
    <Data>4100</Data>
    <Data>
    </Data>
  </EventData>
</Event>

And hint or help is highly appreciated...

When we use another printer (driver) installed on the PC the printing works.

Kind regards, Michael

Hi Michael,

Based on your event log message, your issue may occurs because the Splwow64.exe process stays in the memory for additional time to increase system performance after a print job is finished. Therefore, the Splwow64.exe process does not end as expected when a print job is finished.

First of all I suggest you refer to this KB article about your issue:
https://support.microsoft.com/en-us/kb/2815716

You can also try to go to control panel- administrative tools- services- print spooler and stopped it, and check windows- system32- spool- printers, (delete anything there) then restarted the print spooler.

With your error message >>Windows cannot print due to a problem with the current printer setup<<, please refer to this KB article:
http://support.microsoft.com/kb/329845

This KB article is for 2002, but it will give you some suggestions to start troubleshooting.

Please try these methods and let me know if they work for you, I'm glad to help and follow up your reply.

Regards,

Emi Zhang
TechNet Community Su