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Citrix XenDesktop 7.15 event 603 The printer spooler failed to reopen an existing printer connection


osgnetova_ctx

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Hi,

 

We have strange issue with network printer Ricoh C3003 mfp, we have Citrix XenDesktop 7.15 CU1. On the Citrix server Citrix universal driver choosed for the printer Ricoh. When user is trying to print, no errors appear, it seems the task was successfuly sent and printed, but it didn't. On the Citrix server we have errors in Event log " event 603 The printer spooler failed to reopen an existing printer connection because it could not read the configuration information from the registry key [User's SID]\printers\connections.  The print spooler could not open the registry key. This can occur if the registry key is corrupt or missing, or if the registry recently became unavailable" User said he is only one who has the issue. He is able to print with other printers. We reseted Citrix user profile but it didn't help. Any suggestions/thoughts what could be the root cause of it? 

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Hi,

 

Could you please run these tests and post the results?

  1. Restart the print spooler service on the VDA and try printing. CAUTION: On a server OS VDA restarting print spooler service might impact print jobs of other users on the same server
  2. Please open the print queue on the VDA and then try printing. Verify whether the print job status goes through successfully (Spooling, Printing & Submitting...)
  3. Remove the printer from VDA, map it manually and try printing
  4. Try printing using a simple built-in application such as notepad
  5. Try printing using another printer, this will further narrow down the issue either to the specific printer or the spooler itself
  6. What is the OS of the VDA
  7. Do you see any other events related to Printer in event viewer?

Sandeep.

 

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9 minutes ago, Sandeep Sandeep said:

Hi,

 

Could you please run these tests and post the results?

  1. Restart the print spooler service on the VDA and try printing. CAUTION: On a server OS VDA restarting print spooler service might impact print jobs of other users on the same server
  2. Please open the print queue on the VDA and then try printing. Verify whether the print job status goes through successfully (Spooling, Printing & Submitting...)
  3. Remove the printer from VDA, map it manually and try printing
  4. Try printing using a simple built-in application such as notepad
  5. Try printing using another printer, this will further narrow down the issue either to the specific printer or the spooler itself
  6. What is the OS of the VDA
  7. Do you see any other events related to Printer in event viewer?

Sandeep.

 

Hi Sandeep, 

 

Thank you for the reply, so here you have my answers:

 

1) The issue is on all Citrix servers VDA, they are rebooting every week (the issue exists since last year)

 

2) We are see only Spooling status , after that the task dissapears. 

 

3) Tried it, no success

 

4) User prints from published application, there is pdf mainly. He is able to print whatever locally with this printer, without Citrix,  but within Citrix this printer is not working for him

 

5)Other printer (also Ricoh, also from the same print server) works within Citrix and locally for him

 

6) Windows Server 2016 Standard

 

7) We see the error which I mentioned at the beginning for the only this user. There are printing logs enabled, for this user there are sometimes errors sometimes it seems to be successfully printed but there is nothing in printer. 

 

For me it seems to be problem with Citrix user profile but we reseted it few times.  So we don't really know what could be wrong

 

 

 

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27 minutes ago, osgnetova_ctx said:

For me it seems to be problem with Citrix user profile but we reseted it few times

 

Are you using Citrix UPM for Citrix user profile management? Can you please disable UPM for the specific user and then test printing in the below sequence?

  1. logoff user, make sure there are no ICA sessions for the user on other VDAs as well
  2. Delete the Citrix user profile instead of reset. CAUTION: Backup the user profile before deleting
  3. Delete the local user profile on the VDA. CAUTION: Backup the user profile before deleting
  4. Disable UPM policy for the user
  5. Ask the user to logon and test printing
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23 minutes ago, Sandeep Sandeep said:

 

Are you using Citrix UPM for Citrix user profile management? Can you please disable UPM for the specific user and then test printing in the below sequence?

  1. logoff user, make sure there are no ICA sessions for the user on other VDAs as well
  2. Delete the Citrix user profile instead of reset. CAUTION: Backup the user profile before deleting
  3. Delete the local user profile on the VDA. CAUTION: Backup the user profile before deleting
  4. Disable UPM policy for the user
  5. Ask the user to logon and test printing

Dear Sandeep,

 

UPM is working fine, we can't disable it. Keep in mind the user is able to print with other printer except the only one. Other users are able to print with all printers. Have you had similar printing issues? I have read all available articles regarding the issue and the "generic" recommendations are not applied to our case. 

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