I have a customer with an HP Elite computer, Windows 8, and Office 2013 (perpetual license, NOT Office 365).  The first page of a print job to an HP laser printer comes out fine.  However, it will not print another page.  Word or Excel hangs, and then asks to "Restart, or Close".  After the first page, if I go to Task Manager, I see "Windows Host Process (Rundll32) Not Responding".  Also when I close Windows 8, I get the message hpmsn140.dll or hpmsn09.dll "Not Responding".

This problem does not occur with other applications.

This problem does not occur with other non-HP LaserJet printers.

This problem occurs with both USB and network printers.

The only way to clear the problem is rebooting the computer.

I have tried the Windows 8 driver, HP's PCL 6 driver from their website, and HP Universal Print Driver from their website.  All have the same issue.

I have tried logging in as Administrator, as well as, the Standard User.  Both logins have the problem.

Any help would be appreciated.

Michael

• Edited by Michael1000 Tuesday, March 05, 2013 12:18 AM

Jaynet, I tried a clean boot as you described, and, unfortunately, it did not resolve the issue.  I tried printing from Notepad and Wordpad, and those two programs do not have a problem.

Any further ideas to try?

Thanks, Michael

• Edited by Michael1000 Thursday, March 07, 2013 12:39 AM

Same problem here. Office 2013 and HP Laserjet CP1525n. First page after a reboot prints and then the hang. I've tried all four of the current driver offerings from HP, namely PCL5 Universal, PCL6 Universal, Postscript Universal and lastly printer specific. All have the same problem. Interestingly this is only happening with Windows 7 32bit. We also have a few Windows 7 64 bit PCs and they are happy to print with the latest HP drivers and 32 bit Office 2013.

Anyone solutions appreciated!

• Proposed as answer by Arthurfuxake Tuesday, March 26, 2013 8:45 PM
• Unproposed as answer by Arthurfuxake Tuesday, March 26, 2013 8:45 PM

We've managed to fix the problem, but via a fairly unexpected route.

We ran the HP "Scrubber.exe" driver removal tool which is part of the "HP LaserJet Full Feature Software and Driver" download or on the CD that came with the Laserjet.... it's the the "utilities" folder.

We then installed the "HP LaserJet Full Feature Software and Driver" just taking the default options throughout (i.e. installing the extra tools & software too).

Office 2013 now prints perfectly on all affected PCs.

Why there is a difference between the "Basic" and "Full" drivers (both downloaded from the same HP web page and apparantly the same version/date) and why the need to run the Scrubber tool first, even on a PC that's only ever had the above mentioned Basic driver installed... just doesn't make sense... but we've now done the above on 25 PCs and it does certainly fix the problem!

• Edited by Arthurfuxake Tuesday, March 26, 2013 8:57 PM spelling
• Proposed as answer by Arthurfuxake Tuesday, March 26, 2013 8:57 PM
• Marked as answer by Jaynet ZhangMicrosoft contingent staff, Moderator Thursday, March 28, 2013 10:00 AM

Any updates/suggestions on this?

I can confirm this is isolated to Windows 7 32-bit and HP Printers. This is happening on the Office 365 flavor of Office 2013.

-Brad

• Proposed as answer by Stoal76 Monday, April 22, 2013 1:14 AM

After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

I hope this also fixes other peoples problems.

Shane

• Proposed as answer by Stoal76 Monday, April 22, 2013 1:18 AM
• Marked as answer by Michael1000 Thursday, May 02, 2013 1:09 AM

Same issue here

http://www.techieshelp.com/office-2013-crashes-when-printing-to-hp-printers/

What we did was In the printer driver go to Device settings -> Installable options -> Printer Status notification and select disable.

• Proposed as answer by calvin.enriquez Monday, March 10, 2014 9:08 AM

That helped me as well - I have the HP Laserjet 100 M175 - I have not seen it hang since I changed the settings!  The best thing to do is to go to 'See What's Printing' which will get you to the print queue, where you can get to the printer properties to change the settings. This should be bookmarked so its more easy to find :)

Thanks again!

• Proposed as answer by JaySel Sunday, June 09, 2013 6:58 PM

All, my apologies for the delayed response. This issue has not been ignored, and is being addressed with the next roll of the Universal Print Driver (UPD), slated for late Aug 2014. While we haven't been able to repro this issue, we have been able to root-cause from dump files provided by a few customers. As you have all found out, disabling status notifications (SNP) is the work-around, which doesn't get enabled if the driver is being installed in a 100+user domain (USERDNSDOMAIN environment variable set, then LDAP query for # of users). 

I hope this helps, and again, apologies for the delay in response. 

Feel free to contact me directly with any questions/comments. 

Best regards,

Dan 

Daniel.eccher@hp.com

First of all, thanks for the update Dan; it's been an awfully long time in coming.  And now a few questions if I (and many others, I'm sure) may (& I'm not trying to be rude or ungrateful here, just direct):

1. I'm incredulous that HP couldn't reproduce this problem when countless other people have experienced it each time they installed the printer driver; seems like at some point you said you were trying to reproduce it on virtual machines, which apparently still are not like a regular "hardware install" on a standalone computer.  Did you guys in fact try it with individual standalone computers by doing clean installs on them? As mentioned elsewhere, this occurs exclusively with Office 13, regardless of whether it's on Windows 7, Windows 8 or Windows 8.1.  In my broad experience it never happened with Office 2010.

2.  What on Earth took so long after the original problem was identified and reported over a year ago?  That's a really long response time, much more so than HP usually takes to address such a vexing bug.  Remember this was not just a minor annoyance; you could only print one job at a time and then the computer would be useless to print again (often locking up completely) until it was rebooted. This caused my clients untold agony, not to mention me, because I was expected to explain what the problem was and magically fix it.  (Fortunately after the work-around became known I could sort of head it off at the pass on future installations.)

3.  Finally just exactly what, technically, was causing the problem?  After all the turmoil and brain-damage we went through confronting this nightmare, I (and countless others, I'm sure) would like to know exactly what caused it to blow up after printing only one time; I've never seen a bug like that before or after this time.

Thanks and standing by...

• Edited by Travis_Lloyd Friday, May 23, 2014 7:28 AM typo

After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

I hope this also fixes other peoples problems.

Shane

This fixed it for me. HP LaserJet Pro 400 MFP on a Windows 2008 R2 Print Server.

I removed the setting in Printer Preferences > Device Settings > Installable Options > Printer Status Notification: change to Disabled

Then I removed the printer for the client computer, and restarted the client computer.

I then reinstalled the printer from the print server, rebooted, and tested Excel and Word.

• Edited by ATLTEK Thursday, June 19, 2014 9:22 PM

Shane is a genius. I have been fighting this problem for well over a year now and never had time to resolve it. Finally found a post where HP tech support wasn't sending people on a wild goose chase checking all kinds of things that were not the problem. HP driver updates still don't resolve the issue that is solved by Shane here with the quickest fix possible. THANK YOU, THANK YOU, THANK YOU!!

This worked on both my computers which were having the same problem.

1) HP Laptop Win 8.1 64 bit, Office 2010 32 bit.

2) Desktop Win 7-64 bit, Office 2013 64 bit.

• Edited by Cardinal-Bags Friday, November 14, 2014 12:51 PM