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Question

Question

Multiple page document Snapshots incorrectly

Snapshot Version 10
Updated April 8, 2021
asked on March 11, 2021

No updates to my PC except for a Windows Quality Update (KB5000802 (OS Builds 19041.867 and 19042.867)) on March 10th.

Today, when I attempt to Snapshot a multiple page document into Laserfiche (10.3), the first page is correct but the 2nd and subsequent pages are a repeat of the first paragraph of the 2nd page.  I have snapshot from the following documents:  Excel, Word, PDF and Outlook.  No multiple page documents printed correctly.  When I print these same documents to a printer, they print correctly.

Attached is a sample of how it is printing via Snapshot.  This was snapshot from Word and the original has 6 pages.

Any idea how to fix this? 

 

Snapshot Printing 3 11 2021.pdf (337.87 KB)
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Answer

APPROVED ANSWER
replied on March 11, 2021 • Show version history

There appears to be a more general issue with MS updates KB5000802 and KB5000808 that affects printing in Windows. Many tech publications have articles that report these updates causing BSOD crashes or other issues when printing. In our testing of Snapshot, we're not seeing crashes, but we do see this reported problem with Snapshotting multipage documents.

Customers may want to evaluate whether it is in their best interest to keep these updates or remove them, based on organizational needs. We'll also provide additional updates as we have them.

*Edit 2021-03-19* - We've also published KB 1014278. Microsoft has released a new out-of-band update on March 18, 2021, which should address the matter.

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replied on March 17, 2021

Update 3/17/2021: Microsoft released KB5001566 and KB5001567 to resolve blue screen issues when printing. The issue of Snapshot printing the wrong pages remains after applying these patches. Laserfiche is working with the provider of our print driver to find a solution.

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Replies

replied on March 16, 2021 • Show version history

We had KB5000802. Microsoft released an additional patch yesterday (KB5001567) which apparently fixed the BSOD issues people had with the original patch but DID NOT fix the issue with Laserfiche Snapshot. We were also forced to uninstall KB5000802.

 

I believe you can only pause updates for so long (35 days I think?) so hopefully there is a resolution soon.

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replied on March 19, 2021

Today's out-of-band update has fixed this issue for us.

https://docs.microsoft.com/en-us/windows/release-health/windows-message-center#1574

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replied on March 19, 2021

Thanks for the confirmation. We've updated https://support.laserfiche.com/kb/1014278 with the resolution to apply the March 18, 2021 out-of-band update from Microsoft to address printing issues.

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replied on March 15, 2021

Is there an estimate to when the fix will be available?  A user is inquiring about a timeline to fix.

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replied on March 19, 2021

Please review https://support.laserfiche.com/kb/1014278

It has been updated to indicate that Microsoft released a new out-of-band fix on March 18, 2021, which addresses the matter. See https://docs.microsoft.com/en-us/windows/release-health/windows-message-center#1575 for details about this March 18, 2021, update and apply the one that's appropriate for your operating system version.

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replied on March 11, 2021 • Show version history

I am experiencing something very similar. Not sure on the exact Windows updates, but this was not an issue until I installed updates a couple hours ago. Interested in what we hear about it.

Update: Uninstalled KB5000802 and the issue disappears.

8.6.1
8.6.1
8.6.1
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replied on March 15, 2021 • Show version history

It looks like any of these KBs may be the issue, depending on your Windows 10 build version

KB5000802, KB5000803, KB5000808, KB5000822

On windows Server 2012R2, it may be KB5000848.

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replied on March 19, 2021

THANK YOU, this list is very helpful.

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replied on March 15, 2021

We had to pull an update off of Win Server 2012 R2 (we have extended support and use it as Citrix servers that host LF Client, among other things). It's a different KB number; the one we pulled off was KB5000848

I recommend referencing this article, which lists all the KBs this print spooler "fix" was put into:

https://msrc.microsoft.com/update-guide/en-US/vulnerability/CVE-2021-1640

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replied on March 17, 2021

I am hoping that there will be answer soon to this post as I can keep differing windows updates 

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replied on March 15, 2021

We also have several customers asking us for updates/timelines for a fix

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replied on March 19, 2021

I saw that they released this update KB5001649 to resolve some issues caused by the other KB's.  I installed it on a computer where we had KB5000802 installed and we were having issues with SnapShot.  It seems to have resolved the SnapShot issue at least on this computer.  Just wondering if anyone else has tried this update?

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replied on April 8, 2021

Our LF VAR person is telling us the same thing.  We haven't applied the update yet though.  Our issue with Snapshot did, in fact, start around that time (March 25th, 2021) so we're feeling pretty confident that this update will fix the issue.  We'll see.

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replied on March 19, 2021

Any update on this?  This update was on March 9th.  We need a fix asap please.

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replied on March 22, 2021

I've had to download/install 20H2 and then the kb article linked above. and that seems to fix the issue for LF snapshot

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replied on March 22, 2021
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