Error when setting printing preferences

[Horseluvr]

When I am using the internet and want to print, I hit the print button, go
into preferences, then features and half the time I get an error message and
it closes the internet. It only does this when I click on the features tab.
Any ideas why and how to solve the problem?

 

[Alan Morris [MSFT]]

this is typically memory corruption within the application caused by the
print driver UI settings page.

Most likely the same print driver will cause other applications to terminate
with changing their preferences from the defaults.


Delete the printer and driver, then reinstall. It's possible that there is
a problem with one of the driver files.

If you have any user dump files of the failing process you can track this
better but give the uninstall / reinstall a shot first since this will fix
the issue about 95% of the time



--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/search/?adv=1

This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Horseluvr]

thanks Alan. I tried what you said but it's still saying the internet has
encountered a problem and need to close. Any other suggestions?

 

[Alan Morris [MSFT]]

there should be a user dump file at the time of the crash or an entry in
drwatson.log in \windows directory

Look for the log file in \windows.

if it is there open the log file with notepad and search for FAULT

there will be some hex data with a faulting trace of the last few code
executions.

If there is not a log file but a dump file instead, you can load the file in
a debugger and dump the stack.

but I'll hold off on the instructions for this method if the log file is not
there.
--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/search/?adv=1

This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Horseluvr]

Okay, I looked in the security log file and could not find anything that said
drwatson.log. Am I looking in the right place for it? You will have to
excuse me, I am kind of a computer dummy about this kind of thing.

 

[Alan Morris [MSFT]]

The instructions are complex for debugging the application. What print
driver are you using?

--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/search/?adv=1

This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Horseluvr]

I am not sure. How do I tell? Also, when I deleted my printer from the
computer, did that remove the driver too? If not, can you tell me how to
remove the driver and I will try to delete the printer and driver and
reinstall them.

 

[Alan Morris [MSFT]]

no the driver is still installed after deleting the printer.


You never mentioned what the driver is but if you have an uninstall
application for the driver, be sure to run it. Lexmark does setup calls
outside the spooler process so the only way to remove the extra stuff is to
use the uninstall program. Canon and HP have similar issues depending on
the driver and applications.


To see the list of installed drivers, Open the printers folder, right click
and white space and select
Run as administrator
Server Properties

there is a drivers tab that will give you the information and you can delete
the driver there as well.


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/search/?adv=1

This posting is provided "AS IS" with no warranties, and confers no rights.

 

[Horseluvr]

Okay, I actually got the driver and printer uninstalled. I finally got
everything reinstalled tonight and the internet is still closing when I try
to change the features tab on my printing preferences. So, what should I do
now? Hire a computer person to come to my house and fix it?

 

[Alan Morris [MSFT]]

launch IE (I am assuming Internet Explorer). Only one instance please.

Open a Command Prompt and type
ntsd -pn iexplore.exe -g -G

ntsd is the debugger in windows.

this will open a new command window

Microsoft (R) Windows Debugger Version 5.2.3790.1830
Copyright (c) Microsoft Corporation. All rights reserved.

*** wait with pending attach
Symbol search path is: g:\symbols
Executable search path is:
ModLoad: 00400000 0041a000 E:\Program Files\Internet Explorer\iexplore.exe
ModLoad: 7c800000 7c8c0000 E:\3576SRV\system32\ntdll.dll
ModLoad: 77e40000 77f42000 E:\3576SRV\system32\kernel32.dll
ModLoad: 77ba0000 77bfa000 E:\3576SRV\system32\msvcrt.dll


Now perform the print function
when the application faults, it will break to the debugger

ntdll!DbgBreakPoint:
7c822583 cc int 3
0:005>

type k to dump the stack trace, paste the information back. You never
mentioned the print driver you are using.





0:005> k
ChildEBP RetAddr
WARNING: Stack unwind information not available. Following frames may be
wrong.
01dbfff4 00000000 ntdll!DbgBreakPoint


--
Alan Morris
Windows Printing Team
Search the Microsoft Knowledge Base here:
http://support.microsoft.com/search/?adv=1

This posting is provided "AS IS" with no warranties, and confers no rights.