Question

Snapshot jobs get stalled in printer queue

Version 11 Self-Hosted Snapshot

Updated April 13

asked on April 3 • Show version history

We believe this started with a recent Windows update. When we send something to Snapshot to print, the snapshot dialog box does not come up as normal. The job shows up as paused in the printer queue. When you click "resume" the snapshot box comes up as usual and you can proceed. But this happens for EVERY job sent to snapshot. This happens on all applications using snapshot, physical and virtual machines. We have tried reinstalling Snapshot and reinstalling Laserfiche.

Just wondering if anyone else has run into this issue and if so, what they did to resolve it.

Thanks

Roz

PS - I tried this also and it did not resolve it:

#SOLVED Snapshot window does not open when printing. - Laserfiche Answers

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SELECTED ANSWER

replied on April 9

It is definitely at least a crowdstrike issue. Not sure if there is anything additional also. We are experimenting putting 2 computers in a different group, mine and my test loaner. So far it has gotten to the point where it is actually worse for everyone around our organization and most people who were able to resume a print job now get completely blank pages inside the repository. This was previously only happening with Notepad files but now with all.

Crowdstrike says they are going to their internal team to see if a patch can be created and in the meantime, we were advised by Laserfiche that we need to whitelist all the dll's exe's and paths. However, we already have everything Laserfiche whitelisted so that will probably not solve anything. And after installing LF12 client on one machine it seems that, that machine is now behaving as expected and the pop ups are coming up again, although the day before installing it, LF12 was also not behaving properly.

Not sure if a crowdstrike patch was applied in the meantime since I am not on the IT team that deals with that. something has definitely changed for the LF12 machine, it is one that is the test loaner that was also put in the separate crowdstrike group. But I will install LF12 on another machine to make sure, because if that works, then I would assume it is the old Black Ice driver (version 14.xxx) that is being blocked. The black ice driver in the LF12 machine (version 17xx) seems to be acceptable to crowdstrike.

You may want your IT department to get in contact with Crowdstrike and open a ticket with them also since it seems to be a common denominator between our organizations. We are currently (not yet) having issues with connector..

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replied on April 13

We have moved all computers that have laserfiche desktop client installed into a crowdstrike group where the Crowdstrike Windows Sensor will not get updated from version 7.33 until version 7.38 comes out. The current Crowdstrike Windows Sensor v7.34 is to blame for this issue. All of our users that we downgraded back to 7.33 are working again. CS is actively working on this, anticipated is that the version 7.38 will come out around end of May beginning June.

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replied on April 6

We have had this exact issue since 3/31/2026 starting at 10:45 am phased in to departments several hours apart. We have CrowdStrike and when we uninstall that, everything goes back to the way it was before it broke. Do you by chance also have CrowdStrike in your organization?

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replied on April 7

Hi Rosalind,

Based on the information you provided, I recommend first checking whether any operating system-level security or protection mechanisms are causing the Snapshot print job to be in a "paused" state.

If you would like Laserfiche assistance to further investigate this issue, I recommend opening a support ticket so we can gather additional details and properly track the case.

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replied on April 7 • Show version history

We actually looked at Windows updates also, however, our machines did not show an update since 3/16/2026 and the issue only started on 3/31/2026 at 10:45. We experimented by uninstalling Crowdstrike and that did alleviate the issue, hence why we are interested to know if by chance your organization uses Crowdstrike also?

We have come across 3 users so far that cannot even Resume the jobs in the print queue as that popup gets blocked also. The rest of the users (26 so far) are able to resume. We do also have 2 users that do not even see the laserfiche snapshot printer as an option in their list of printers to choose from even though we installed the printer. And have since uninstalled and reinstalled and they still do not have that printer available.

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replied on April 7

We do use CrowdStrike. But our IT department is quite hesitant to uninstall it. We have opened a ticket with our support vendor. I will update you if I learn any more. Please keep us updated on your findings as well. Thank you so much!!

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replied on April 7 • Show version history

We only uninstalled it on one machine to test it. Hence why we know it works without it. We have been on with Crowdstrike for days to see if they can pinpoint the issue.

I am on with our laserfiche vendor at the moment trying to chat with Laserfiche.

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replied on April 7

We are going to have a meeting with Crowdstrike at 2PST. I will keep you informed if we find anything.

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replied on April 7

Thank you so much!!

We have run into trouble with our Connector applications also.

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SELECTED ANSWER

replied on April 9

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replied on April 9

Agree, it is CrowdStrike related. We are working with CrowdStrike engineers to find a solution. Thank you so much for keeping us updated on your case.

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replied on April 10

Crowdstrike has promised a patch in version 7.38 to fix this. (Fingers Crossed)

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Snapshot jobs get stalled in printer queue

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