Windows 8.1 update and unable to print

Question

Hello,

I have an Asus X750JN laptop with win 8.1 Pro 64-bit preinstalled.

Everything was running pretty smoothly until I installed a number of windows updates on May 16.

On that day, I could print using a Samsung CLP-365 colour laser printer; after the updates, I couldn't print at all.

I though the problme might be the followoing update:

Uninstalling & reinstalling didn't work, and I got error messages like this when trying a different samsung printer installation (after installation - in Devices and Printers):

However, trying other printers (eg a Lexmark B&W laser at home, and an HP B&W laser at work) gives similar error messages once installed.

The only printer that does work is an older HP Deskjet (multi-function- F2100).

Apart from this, the laptop is running fine.

I'm careful with security when online.

A lot of searching suggests one of the updates on the 16th is the cause of the trouble.

On the laptpo, there is a subdirectory within C:\Windows\System32\spool\drivers\x64\ created on the 16th May (cause of these problems??).

It has a long gibberish name, but even when running ‘cmd’ as Administrator, I still can’t access/delete these files.

Another issue could be in ‘services.msc’.

Name - ’Printer Extensions’ has a description of ‘<Failed to read description error code S>’

I'm relucant to try System Restore as I don't know how much it will delete. I can do it to 16th (before above problem updates) but this would see deleting of MS Office and other software.

Although I've got a partitioned HDD, I don't kow how many docs/photos/emails/etc in a seprate partition to that for Windows would be removed as well with System Restore - it seems too risky.

I've got the IT support company at work to check this out using remote access software and even they are stumped.

I'm the only user and have adminstrative rights for the laptop.

I'm just about pulling my hair out with this one.

Thanks,

John

Answer 1

Hello Lillian,

Can you please email me direct at: jac at watsons dot net dot au and provide more details with your situation where the printers haven't worked?

It may be an opportunity to see if there is something in common causing the problem.

On Friday, I uninstalled all Windows updates 16 May onwards (except for KB3021910, which can't be uninstalled), but still had no luck with installing printers.

At least I'm still able to print to the HP DeskJet F2120, as that isn't normally connected to the PC and wasn't when the 16 May updates were done.  However, I can't understand why nothing new can be installed - I've tried HP, Lexmark and Brother printers.

I rang Microsoft again, this time they suggested it wasn't their problem/fault and run System Restore to prove this (which in my case there is no need to do).

Regards,

John

Answer 2

Sorry, I hit the wrong button. Here is the rest:

Just to make it even more puzzling, I tried the above procedure with the Samung SLC410 on the windows 8.1 laptop, and got the following under Devices and Printers - Print Server Properties:

So, it seems that the drivers are installed, its just that the Windows Updates won't let anything be printed due to some glitch in them (or otherwise the corrupt Windows Update is preventing access to them ...).

The following updates are those from the 16th May, it is obvious that one of these is 'cancerous' towards printers:

Here is the 'servivces.msc' error message I mentioned yesterday:

Here is the C:/Windows/System32/spool/drivers/X64 directory I mentione dyesterday with the 'dubious' (?) subdirectories:

The subdirectory dated '12/07/2014' I can access (as this would have been created when installing the printers soon after I bought the laptop, IIRC).

However, I can't access the other two subdirectories, but instead get this error message:

Just FYI, here is Powershell for the Lexmark printer:

Is there anyone out there who can help please?

Lillian, your comments about System Recovery suggest it's not worth trying System Restore or anything similar.

I don't want to have to go back to 'Sqaure 1' and reinstall everything or even buy a new PC ....

Thanks,

John

Answer 3

Helli Lillian,

Interesting to see someone else has the same problem - thankfully I'm not on my own.

It seems to be a case of "Earth calling Microsoft - is there anyone at Microsoft listening, let alone willing to help out users of their products?"

I rang Microsoft's (Australian) support line on 132 058 last weekend, but after explaining the problem, was told that I would need to pay $80 before any assistance was provided.

It is very frustrating and stressful, espeically as Win8.1 is running OK apartfrom the printers, and the programs on the laptop are running fine.

Anyway, some more screen dumps for thise who may be able to help out:

Proof that the problem is with Windows 8.1, not other Windows versions:

The following screen dumps are from my wokr win7 desktop, after a Samsung SLC410 was installed (with no actual printer attached).

Devices and Printers - 'Printer Preferences' and 'Printer Properties'.

Notes:

This is how things looked on the Win 8.1 laptop at home with the Samsung CLP365 before the Windows Updates on the 16th May.

After these Windows Updates, I got the error messages above.

Jus to make it even more puzzling, I tried the above procedure with the Samung SLC410 on the windows 8.1 laptop, and got the following under Devices and Printers - Print Server Properties:

Answer 4

I am also having a problem the same as you but my printer is an Epson.  I even went and bought a new printer and the same thing is happening all since the update on 16th May 15.  I have tried system recovery and that did not work either the only thing left now is to factory settings and they are from 2012.  Not sure what to do now.