Cannot connect to any shared printers from some Windows 10 workstations

Question

Hello,

We have a Windows domain with about 3000 endpoints, all running Windows 10 version 1909. One week ago users started to report that they cannot print to any device shared from any print server. They also cannot install any new printers from any print server regardless of the printer manufacturer or model. If a tech logs into the computer under a different profile, they also cannot install any printers from any print server. However, if we assign the affected end user to a new computer they can install printers just fine. The problem does not follow the user. Oddly this doesn't seem to affect everyone at the same time. We are getting 2-10 callers per day.

Most users are working just fine with no issues. They can install and use printers from both print servers. We have two, one running Server 2016 and another running Server 2019. The issue seems to be isolated to these workstations. The issue appeared exactly 7 days ago, but no updates, security patches or new software were installed immediately prior to the start of the problem. I have reviewed change logs and no changes were made to the network or domain either.

So far the only solution we have found is to reinstall the operating system. There are no log files for these events on either the client or the print server. We tried removing the computer form the domain and rejoining and removing all printers and drivers. Wireshark doesn't show any issues with communication to the print server. We can clearly see the client send an OpenPrinterEx request, it gets the expected response from the server, and then the client inexplicably sends a ClosePrinter Request. The client and the server repeat this several times before it fails.

The errors we receive pop-up almost instantaneously.
When browsing to the print server by using the UNC path \PrintServer, then right-click-> Connect on the desired printer we get the error: Windows couldn't connect to the printer. Check the printer name and try again. If this is a network printer, make sure the printer is turned on, and that the printer address is correct.

When attempting to install by opening Printers and scanners and selecting "Add a printer or scanner", we get the error: We can't install this printer right now. Try again later or contact your network administrator for help. The Error #14 doesn't seem to be valid error that I can find?

We are baffled and would appreciate any assistance.

Thank you

Answer 1

We finally figured this out. There was an update (KB4052623) that fixed the inability to add printers. Impacted machines must have missed previous version updates, for whatever reason and were failing with the below error on the MpPrintFlt.dll in System32. Updating Defender to the latest platform version (4.18.2010.7) solved the issue.

Answer 2

I'm not sure where you are looking, but I go to Control Panel > Programs > Programs and Features > Installed Updates. Click on the update you want to remove, then click on Uninstall on the header bar just to the right of the word "Organize."

Bear in mind that KB5006670 is supposed to fix security gaps, so there is some risk to removing it. I read somewhere that Microsoft is supposed to be working on a fix to the unintended side effects of this KB. If someone knows the whole story on this, it would be helpful to share it.

Also bear in mind that if you have set up Windows Update to download and install updates automatically, Windows is going to put this update right back in place on the next update (at least I believe that is what may happen). If you are configured this way, you might want to examine your Windows Update parameters.

Answer 3

Thanks Eric, I am looking for these updates in 'Installed Updates' only as you suggested but don't see them there. Whereas, Settings>Update & Security>View Update History still lists them as installed.

However, my basic concern is shared printer which could not be connected from network PCs within my office. When I try to 'Add Printer', it is visible but could not be installed. Failure message informs 'Windows couldn't connect to the printer' without any error code.

Would welcome any help that lets me resume printing from network PCs. See screenshots below:
1- Untitled-1 - Shows old printer installation displaying device ready/green but would not connect to print.
2- Untitled-2 - Shows Add Printer result

Answer 4

Hello,

I have, like many below, just spent three days uninstalling and reinstalling my printers trying to fixing this issue. For three days I have received other peoples email just so that they can print their attachments etc. I finally found this email trail stating that KB5006670 causes the issue. I have uninstalled this from my machine and 'hey-presto' my printers work! But the story does not end there - I have automatic updates on to keep my machine up-to-date and secure (also to keep IT happy) and last night my machine and others rebooted with an automatic update and the patch is back and we can no longer print! So... I have just started the uninstalling on our machines and get a cup of coffee.

Please - can someone at Microsoft please, please fix this?

Regards

Andy

Answer 5

I still have 4 computers that cant print to a shared dymo... all worked fine before replacing the computers with brand new comps with window10 pro installed.. I have removed the suggested updates, still cant print. the only computer that can print to the shared dymo is the server.