Unable to print using Internet Explorer, Printer error 49. 4C02 - Error

Hi Guys,

In our org. recently the intranet portal is being launched having webpages built using Html5 & CSS3, everything seemed to be working fine until we had this issue of printing via all Internet Explorer browser version.

Issue Description:

Couple of symptoms of the issues when trying to print.

1. The printer name is invalid (res://ieframe.dll/preview.js)
2. The remote server machine does not exist or is unavailable (res://ieframe.dll/preview.js)
3. Whenever print is fired the printer goes in hung state, we have to power off and power on the same

Observation:

1. The same webpage when we try to print using Mozilla firefox / Google chrome there is no issue
2. The print model is HP LaserJet M4345 MFP series
3. The printer is installed using TCP configuration on member server and the printer is shared for client PCs(Windows7/8.1)
4. As soon as the print is fired on the server where printer is configured observe event ID 10 which states print was successful
   1. Document 161, URL - website owned by UserA was printed on HP LaserJet 4345 mfp - IT PCL 6 via port IP_10.14.1.132. Size in bytes: 499992; pages printed: 1
5. We also tested the print on several other printer model like Lexmark and the issue is same.
6. If the printer is configured locally using USB and tried to print – print is successful
7. If we print to XPS doc, it prints properly using IE for that page
8. Tried to trace what’s happening using netmon when print is fired using IE and below is the screenshot

1. Came across this registry thing while troubleshooting and didn’t know how it could relate to the issue while deep diving into netmon logs   (ms724884)
   1. REG_DWORD_LITTLE_ENDIAN

Action Taken:

1. KB 2511250 / 308260 / 2652062  - didn’t worked
2. Installed hotfixes on windows 7 PC KB2028560 / KB2454826 / KB2028551 – didn’t worked
3. logged case with HP Support – updated the drivers UPD PS – didn’t worked (still working on it)
4. enabled / disabled script debugging on IE advanced settings – didn’t worked
5. turned on / off protected mode – didn’t worked
6. tried running in 32/64bit version – didn’t worked
7. tried running in run as administrator mode – didn’t worked
8. registered IE dlls with regards to print – didn’t worked
9. reinstalled IE – didn’t worked

It seems when print is fired the job is sent to server and as soon as the server spooled the print job in to printer, the printer used to get hung.

Printer queue would show the status as printing but won’t print, if we don’t cancel the job the printer after powered ON would again go into hung state.

Would appreciate for your prompt response on the above issue mentioned and do revert for more queries, any points/step if I have missed.