Print Server Operational Guide

Managing the Windows Server Platform
Print Service
Product Operations Guide
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Print Service Product Operations Guide iii
Contents
Introduction to Product Operations Guide........................................................................... ............1
Document Purpose................................................................................................................. .....1
Intended Audience.................................................................................................................. .....1
How to Use This Guide............................................................................................................. ...1
Background.............................................................................................................. ...................2
High-Level Tasks for Maintaining
Windows Server 2003 Print Service........................................................................................... .....5
Overview............................................................................................................. ........................5
Technology Required.............................................................................................................. .....6
Maintenance Processes Checklist........................................................................................... ....8
Operating Quadrant................................................................................................ .................8
Supporting Quadrant............................................................................................................. .12
Optimizing Quadrant.................................................................................................. ............14
Changing Quadrant............................................................................................................... .16
Detailed Maintenance Actions............................................................................................... ........18
Overview.......................................................................................................... .........................18
Process: Data backup, restore, and recovery operations............................................. .............19
Task: Back up printer configuration............................................................................ ............19
Process: Data backup, restore, and recovery operations............................................. .............21
Task: Run weekly normal backup.............................................................. ............................21
Process: Designing for recovery............................................................................................ ....23
Task: Update automated system recovery backup.................................... ............................23
Process: Designing for recovery............................................................................................ ....25
Task: Validate automated system recovery backup....................................... ........................25
Process: Print and output maintenance support activities—print queues..................................27
Task: Monitor print queue for performance................................................... .........................27
Process: Managing resources and service performance.................................................... .......30
Task: Capture service-performance statistics.............................................. ..........................30
Task: Capture service-usage statistics............................................................................ .......35
Task: Create service performance and utilization report..................................... ...................38
Task: Create system load and utility report........................................................ ....................39
Process: Reviewing configuration items....................................................................... .............40
Task: Capture configuration snapshot............................................................................. .......40
Process: Maintenance and support activities................................................... .........................43
Task: Compliance check—enumerate unused printer ports........................................... ........43
Process: Reviewing configuration items....................................................................... .............45
Task: Compliance check—verify installed print drivers.................................. ........................45
Task: Compliance check—verify printers published in Active Directory.................................46
Process: Incident closure.................................................................................. ........................48
Task: Roll up activity report into monthly metric..................................................... ................48
Process: Investigation and diagnosis................................................................. .......................49
Task: Respond to daily service request................................................................................ ..49
Task: Create weekly service request activity report........................................ .......................50
Process: Problem recording and classification............................................................ ..............52
Task: Review daily problem-management reports........................................... ......................52
Process: Change classification and authorization................................................ .....................54
Task: Attend CAB meeting................................................................................. ....................54
Task: Review emergency change request.................................................... .........................55
Process: Print and output configuration activities—managing printers......................................58
Task: Transfer documents to another printer...................................................................... ....58
Process: Maintaining the directory................................................................. ...........................60
Task: Publish printers to Active Directory................................................................. ..............60
iv Managing the Windows Server Platform
Task: Manually publish printers to Active Directory............................................... .................61

Task: Move spooler to another disk to optimize performance................................................62
Processes by MOF Role Clusters.................................................................................. ...............63
Operations Role Cluster....................................................................................................... ..63
Support Role Cluster............................................................................................................. .64
Release Role Cluster................................................................................................. ............65
Infrastructure Role Cluster....................................................................................... ..............65
Security Role Cluster........................................................................................... ..................66
Partner Role Cluster....................................................................................... .......................66
Troubleshooting.................................................................................................... ........................67
Overview.......................................................................................................... .........................67
Problem #1: Cannot print to a network printer............................................ ...........................67
Problem #2: Cannot print from a program............................................................................ ..68
Problem #3: Spooler retries old print job........................................................................ ........68
Problem #4: Print server modifies print jobs................................................ ..........................69
Problem #5: Spooler and “Out of resource” messages.............................................. ............71
Problem #6: “Could not connect to printer”........................................................ ....................72
Problem #7: Application error, Spoolsv.exe, access violation message.................................73
Problem #8: Spoolsv.exe or “print subsystem is unavailable” message.............................. ...73
Problem #9: Cannot create or select a print monitor........................................................ ......74
Problem #10: PrintQueue objects are deleted.................................................. .....................74
Print Service Product Operations Guide v
Contributors
Program Manager
Jeff Yuhas, Microsoft Corporation
Lead Writers
Michael Sarabosing, Covestic Inc, USA
Akil Washington, Covestic Inc., USA
Other Contributors
Steve Barnard, Microsoft Consulting Services
Trung Huynh, Microsoft Corporation
Test Manager
Greg Gicewicz, Microsoft Corporation
QA Manager
Jim Ptaszynski, Microsoft Corporation
Lead Technical Writer

Jerry Dyer, Microsoft Corporation
Lead Technical Editor

Laurie Dunham, Microsoft Corporation
Editor
Susan Joly, Volt Technical Services
Production Editor
Kevin Klein, Microsoft Corporation
1
Introduction to Product
Operations Guide
Document Purpose
This guide describes processes and procedures for improving the management of
Microsoft® Windows Server™ 2003 Print Service in an information technology (IT)
infrastructure.
Intended Audience
This material should be useful for anyone planning to deploy this product into an
existing IT infrastructure, especially one based on the IT Infrastructure Library (ITIL)
—a comprehensive set of best practices for IT service management—and Microsoft
Operations Framework (MOF). It is aimed primarily at two main groups: IT
managers and IT support staff (including analysts and service-desk specialists).
How to Use This Guide

This guide is divided into five main chapters. The first chapter provides basic
background information. The second chapter provides a high-level checklist of the
tasks required for maintaining this product. The third chapter takes a more detailed
look at the tasks described in the maintenance chapter. The fourth chapter organizes
tasks by the MOF role cluster responsible for each task. The fifth chapter provides
information about common troubleshooting techniques for Windows Server 2003
Print Service.
The guide may be read as a single volume, including the detailed maintenance and
troubleshooting sections. Reading the document this way will provide the necessary
context so that later material can be understood more readily. However, some people
will prefer to use the document as a reference, only looking up information as they
need it.
2 Managing the Windows Server Platform
Background
This guide is based on Microsoft Solutions for Management (MSM). MSM provides a
combination of best practices, best-practice implementation services, and best-
practice automation, all of which help customers achieve operational excellence as
demonstrated by high quality of service, industry reliability, availability, and
security, and low total cost of ownership (TCO).
These MSM best practices are based on MOF, a structured, yet flexible approach
centered around ITIL. MOF includes guidelines on how to plan, deploy, and
maintain IT operational processes in support of mission-critical service solutions.
Central to MOF—and to understanding the structure of this guide—are the MOF
Process and Team Models. The Process Model and its underlying service
management functions (SMFs) are the foundation for the process-based approach
that this guide recommends for maintaining a product. The Team Model and its role
clusters offer guidance for ensuring the proper people are assigned to operational
roles.
Figure 1 shows the MOF Process Model combined with the SMFs that make up each
quadrant of the Process Model.
Figure 1
MOF Process Model and SMFs
Print Service Product Operations Guide 3
Figure 2 shows the MOF Team Model, along with some of the many functional roles
or function teams that might exist in service management organizations. These roles
and function teams are shown mapped to the MOF role cluster to which they would
likely belong.
 Change management
 Release/systems engineering
 Configuration control/asset
management
 Software distribution/licensing
 Intellectual property protection  Quality assurance  Enterprise architecture
 Network and system security  Infrastructure engineering
 Intrusion detection  Capacity management
 Virus protection Release  Cost/IT budget management
 Audit and compliance admin  Resource and long-range
 Contingency planning planning
Security Infrastructure
Partner Support
 Maintenance vendors  Service desk/help desk

 Environment support  Production/production support
 Managed services, outsourcers, Operations  Problem management
trading partners  Service level management
 Software/hardware suppliers
 Messaging operations
 Database operations
 Network administration
 Monitoring/metrics
 Availability management
Figure 2
MOF Team Model and examples of functional roles or teams
The MOF Team Model is built on six quality goals, which are described and matched
with the applicable team role cluster in Table 1.
Table 1. MOF Team Model Quality Goals and Role Clusters
Quality Goal Team Role Cluster
Effective release and change management. Release

Accurate inventory tracking of all IT services
and systems.
Management of physical environments and Infrastructure

infrastructure tools.
Quality customer support and a service Support

culture.
Predictable, repeatable, and automated Operations

system management.
Mutually beneficial relationships with service Partner

and supply partners.
Protected corporate assets, controlled Security

authorization, and proactive security
planning.
Further information about MSM and MOF is available at

http://www.microsoft.com/solutions/msm/techinfo/default.asp, or search for the
topic on TechNet at http://www.microsoft.com/technet/default.asp. You can also
contact your local Microsoft or partner representative.
2
High-Level Tasks for
Maintaining
Windows Server 2003 Print
Service
Overview
Every company consists of employees (people), activities that those employees
perform (processes), and tools that help them perform those activities (technology).
No matter what the business, it most likely consists of people, processes, and
technology working together to achieve a common goal. Table 2 illustrates this point.
Table 2. People, Processes, and Technology Working Together
Area People Process Technology
Auto repair Mechanic Repair manual Socket set

industry
Software Programmer Project plan Compiler;

development debugger
industry
IT operations IT technician Microsoft Windows

Operations Server 2003 Print
Framework Service
Windows Server 2003 includes intelligent print services—fault tolerant, discoverable,

server-based printing that improves printer reliability, manageability, and security. In
addition, both IT administrators and end users benefit from simplified common
printing tasks, such as sharing, finding, and connecting to network printers. This
guide offers assistance in managing all of these print services on Windows
Server 2003.
Technology Required
Table 3 lists the tools or technologies that are required for the procedures described
in this guide. All tools should be accessed from a Windows Server 2003 console.
Table 3. Technology Required for Procedures Described
Technology Description Location
Required
Printers and Faxes Tool used to create and Start > Printers and Faxes
manage printers on a
server.
System Monitor Tool used to collect data Start > All Programs >
on server health and Administrative Tools >
(formerly known
performance. Performance
in Windows® 2000
as Performance Or to open System Monitor
Monitor) using the command line:
Start > Run. In the Open box,
type perfmon, and then click
OK.
Event Viewer Tool used to monitor and Start > All Programs >
gather information on Administrative Tools > Event
system, security, and Viewer
application events. Or to open Event Viewer using
the command line:
Start >Run. In the Open box,
type eventvwr.msc, and then
click OK.
Quota Entries Tool used to view and On the properties page of an

window configure quotas on a NTFS file system volume.
volume.
Distributed File Tool used to monitor DFS Start > All Programs >
System (DFS) namespace including Administrative Tools >
MMC roots, links, and targets. Distributed File System
Disk Cleanup Tool used to remove Start >All Programs >

unused temporary files, Accessories > System Tools >
Internet cache files, and Disk Cleanup
unnecessary program
files.
Backup Tool used to perform Start > All Programs >

backup and restore Accessories > System Tools >
operations. Backup
Or to open the Backup tool
using the command line:
Start > Run. In the Open box,
type ntbackup, and then click
OK.
Table 4 lists the tools or technologies that are recommended for the procedures
described in this guide. Once again, all tools should be accessed from a Windows
Server 2003 console, except in those cases where a link or other resource is listed.
Table 4. Technology Recommended For Procedures Described
Recommended Description Location
Technology
Microsoft Print Tool used to back up printer Print Migrator download

Migrator 3.0 configuration on the print
server. It can be found at
http://www.microsoft.com/win
dows2000/technologies/fileand
print/print/download.asp.
SplInfo.exe Command-line tool that Windows Server 2003

collects information from the Resource Kit
print spooler and displays it.
SetPrinter.exe Command-line tool that is Windows Server 2003

used to set configurations or Resource Kit
states of local and remote
printers, for an individual
printer or for all printers on a
print server.
SrvInfo.exe Tool used to gather system Windows Server 2003

information from servers. Resource Kit
PubPrn.vbs Tool used to publish printers \winnt\system32

from a server that is not
running Windows Server 2003
into a server that is running
Windows Server 2003.
Microsoft Excel Application used to format Microsoft Office

reports and analyze data.
PrnPort.vbs Script used to manage printer \winnt\system32

ports.
Windows Tool used to access Start > Run. In the Open

Management management information in an box, type wmimgmt.msc
Instrumentation enterprise environment. It can and then click OK.
(WMI) be found at
http://msdn.microsoft.com/libr
ary/default.asp?url=/library/en-
us/wmisdk/wmi/wmi_start_pa
ge.asp
Maintenance Processes Checklist

The following checklists provide a quick reference for product maintenance
processes that need to be performed on a regular basis. These processes offer a high-
level view of the processes described in subsequent sections of this guide. They are
limited to those processes required for maintaining the product.
Operating Quadrant
The processes for this section are based on the SMFs that make up the MOF
Operating Quadrant.
Further information about the MOF Process Model and the MOF SMFs is available at
http://www.microsoft.com/solutions/msm/techinfo/default.asp, or search for “MOF
Executive Overview,” or the name of the SMF, on TechNet ath
http://www.microsoft.com/technet/default.asp.
Print and Output Management

Daily Processes
Process Name Related SMFs MOF Role Cluster
There are no weekly

processes for this SMF.
Weekly Processes
There are no weekly

Monthly Processes
Maintenance and Operations

support activities
As-Needed Processes
Print and output Support

configuration activities—
managing printers
Directory Services Administration

Daily Processes
There are no daily

Weekly Processes
There are no weekly

Monthly Processes
There are no monthly

As-Needed Processes
Process Name MOF Role Cluster
Maintaining the Support

directory
Storage Management
Daily Processes
Data backup, restore, Support

and recovery operations
Weekly Processes
Data backup, restore, Support

and recovery operations
Monthly Processes

As-Needed Processes
There are no as-needed

Supporting Quadrant
Supporting Quadrant.
Incident Management
Daily Processes
Investigation and Support and Operations

diagnosis
Weekly Processes
Investigation and Support and Operations

diagnosis
Monthly Processes
Incident closure Operations

As-Needed Processes

Problem Management
Daily Processes
Problem recording and Operations

classification
Weekly Processes
There are no weekly

Monthly Processes

As-Needed Processes

Optimizing Quadrant
The tasks for this section are based on the SMFs that make up the MOF Optimizing
Quadrant.
Capacity Management
Daily Processes
Managing resources and Operations

service performance
Weekly Processes
There are no weekly

Monthly Processes
Managing resources and Infrastructure

service performance
As-Needed Processes

Availability Management
Daily Processes
There are no daily

Weekly Processes
Designing for recovery Operations

Monthly Processes

Quarterly Processes
Designing for recovery Operations

As-Needed Processes

Changing Quadrant
Changing Quadrant.
Change Management
Daily Processes
Change classification Infrastructure

and authorization
Weekly Processes
There are no weekly

Monthly Processes
Reviewing configuration Infrastructure

items
As-Needed Processes

Configuration Management
Daily Processes
There are no daily

Weekly Processes
There are no weekly

Monthly Processes
Maintenance and Infrastructure

support activities
Reviewing configuration Infrastructure

items
As-Needed Processes

3
Detailed Maintenance
Actions
Overview
This chapter provides detailed information about the processes that must be
performed in order to maintain Windows Server 2003 Print Service. These processes
are arranged according to the MOF quadrant to which they belong and, within each
quadrant, by the MOF SMF guides that make up that quadrant.
Those quadrants are:
● Operating Quadrant
● Supporting Quadrant
● Optimizing Quadrant
● Changing Quadrant
Also included are the associated role cluster and the frequency with which a process
must be performed—daily, weekly, monthly, quarterly, or as-needed.
Further information about the MOF Process Model and the MOF SMFs is available at
http://www.microsoft.com/solutions/msm/techinfo/default.asp, or search for “MOF
Executive Overview,” or the name of the SMF, on TechNet at
http://www.microsoft.com/technet/default.asp.
Operating Storage Support Role Daily

Quadrant Management SMF Cluster
Process: Data backup, restore, and recovery

operations
Description
Storing, restoring, and recovering data are key storage-management activities for
maintaining company data. Data should be classified by type, and a strategy should
be developed to ensure that operations fulfill business requirements and service level
objectives.
Task: Back up printer configuration

Purpose
The objective of this task is to provide support for maintaining printer configuration
in the printing environment. Backup of printer configuration provides a reliable
method of maintaining data print queues, ports, and print drivers from an existing
Windows server in a cabinet (.cab) file. The data can be used to migrate the printer to
another server or restore printer configuration information to the local server.
To achieve this objective, Print Migrator 3.0 provides a backup of printer
configuration and print monitor attributes (including third party), print queues,
print processors, print drivers, and print shares on various server types, which
include Windows NT® 4.0 Service Pack (SP) 6a, Windows 2000 SP2, Windows XP,
and Windows Server 2003.
Print Migrator is scriptable, so it can be run from the command line, and it supports
scheduling. Further information about this printer migration tool is contained in
“Print Migrator 3.0 Download,” available at
http://www.microsoft.com/windows2000/technologies/fileandprint/print/download.
asp.
Procedure 1: Back up printer configuration on a server

1. Browse to <path>\PrintMig3 and start PrintMig3.exe.
2. Click the Actions menu and select Backup.
3. Browse to the location where the backup files will be located, and type in the file
name. To back up printer configuration on remote servers, type the remote
server’s name in the Target Server dialog box.
4. Click the Open button to start the backup operation.
5. When the backup operation is complete, verify that the file FileName.cab exists
in the backup location in Step 3.
Procedure 2: Automate printer configuration backup

Print Migrator can be automated using Windows Script Host to run the printer
configuration backup. The following is a simple script that can read an input file.
Each line of the input file lists the universal naming convention (UNC) name of a
print server. The script is saved as a .vbs file and executed from the command line.
For /F %%i IN (input.txt) Do printmig –b “\\servername\sharename\filename.cab” %%i
To execute the script directly from the command line, change ”%%i” to “%i”.
Dependencies
Operator must have administrative privileges on print server.
Technology Required
● Print Migrator
● Windows Script Host
Operating Storage Support Role Weekly

Process: Data backup, restore, and recovery

operations
Description
Backing up, restoring, and recovering data are key storage-management activities for
maintaining company data. Data should be classified by type, and a strategy should
be developed to ensure that operations fulfill business requirements and service level
objectives.
Task: Run weekly normal backup

Purpose
Performing regularly scheduled backups is an integral part of any print-service
operation environment. A weekly backup of the print server is necessary to facilitate
data recovery and system recovery.
Procedure 1: Configure normal backup job

1. Start Backup.
2. Click the Backup tab.
3. Select the drives, folders, and files that will be included in the backup job. It is a
good idea to include the system state information as part of the backup
operation.
4. From the Tools menu, click Options. In the Options dialog box, click the Backup
Log tab, select Detailed, and click OK.
Backup logs can be vital to troubleshooting and recording status of the backup
operation. The default setting in Windows Server 2003 is for backup logs to
contain summary information, such as loading a tape, starting the backup,
viewing the number of files backed up or bytes backed up, or failing to open a
file. Some operation environments require more detailed information—
specifically, what files are being backed up for a particular backup job.
5. From the Tools menu, click Options. In the Options dialog box, click the Backup
Type tab. In the Default Backup Type drop-down list, select Normal, and click
OK.
6. In Backup Destination, select one of the following:
● Click File to back up files and folders to a file. This is the default setting.
● Choose a tape device if you want to back up files and folders to a tape.
7. In Backup media or file name, select one of the following:

● If you are backing up files and folders to a file, enter the path and file name
of the backup (.bkf) file.
● If you are backing up files and folders to a tape, choose the tape you want to
use.
8. Click Start Backup.

9. Click Advanced, select Data Verification, and click OK.
10. Click Schedule, enter the logon name and password that the backup job will run
as, and then click OK.
11. Click yes on the Backup Utility window to save the current selections.
12. Choose a location to save the sections file and click Save.
13. In the Set Account Information window, enter the appropriate account
information.
14. In the Schedule Job Options window, enter the name for the backup job, such as
“Increment Backup” and click OK.
15. In the Schedule Job window, confirm that the Schedule tab has been clicked.
Under Schedule Task, select Weekly, and click the days of the week you want
the incremental job to run. In Start Time, enter the time you want the backup job
to start, and click OK.
16. Enter the logon name and password that the backup job will run as, and click
OK.
17. Click OK.
The weekly normal job is now scheduled to run.

Dependencies
None
Technology Required
Backup
Optimizing Availability Operations Role Weekly

Process: Designing for recovery

Description
No matter how well designed and managed, problems with the delivery of an IT
service can still occur. A major design consideration for high availability is a reactive
one charged with recovering service as quickly and efficiently as possible. The
incident being dealt with may be the result of unexpected events or even the failure
of a countermeasure to protect the service. Rapid recovery may also be the
appropriate design choice for a particular availability risk if an effective
countermeasure proves to be too expensive for the customer to justify.
Task: Update automated system recovery backup

Purpose
During the lifetime of a print server there is the potential for a system failure. In the
startup options of the printer there are several ways to recover from system failure,
such as Safe Mode and Last Known Good Configuration. However, it is also a good
idea to include automated system recovery (ASR) backups in the regular
maintenance of your print server as another form of system recovery.
ASR will back up the system files necessary for starting the print server. Other data
should be included as part of the daily and weekly backup jobs for the server. ASR
backups are performed using Backup in interactive mode. They cannot be scheduled.
Procedure 1: Get media for ASR backup

ASR backup requires a blank 1.44 megabyte (MB) disk to save system settings and
media where the backup files will be written.
1. A separate media set is recommended for ASR backups. The media set should be
stored in a secure location, separate from data backup files.
2. Store the 1.44-MB disk with the ASR backup set. You must have the disk that was
created with the ASR backup set to perform ASR.
Procedure 2: Create ASR backup

1. Start Backup.
2. On the Job menu, click New.
3. On the Tools menu, click ASR Wizard.
4. Follow the instructions that appear on the screen.
Procedure 3: Copy files for print server that does not have a disk
drive
1. Perform an ASR backup on the computer that does not have the disk drive.
2. Copy the Asr.sif and Asrpnp.sif files located in the %Systemroot%\Repair
directory to a computer that has a disk drive; then copy those files onto a disk.
Dependencies
● Print server should have a disk drive. Procedure 3 provides a workaround for
copying system files to a disk, but a disk drive is required for ASR.
● You must be a member of Administrators or Backup Operators group to perform
ASR.
Technology Required
Backup
Optimizing Availability Operations Role Quarterly

Process: Designing for recovery

Description
No matter how well designed and managed, problems with the delivery of an IT
service can still occur. A major design consideration for high availability is a reactive
one charged with recovering service as quickly and efficiently as possible. The
incident being dealt with may be the result of unexpected events or even the failure
of a countermeasure to protect the service. Rapid recovery may also be the
appropriate design choice for a particular availability risk if an effective
countermeasure proves to be too expensive for the customer to justify.
Task: Validate automated system recovery backup

Purpose
The automated system recovery (ASR) backup has to be validated to confirm the
integrity of the backup process. The operations team also needs to be familiar with
the hardware and software involved in the ASR process.
Procedure 1: Prepare for ASR

1. Retrieve the latest ASR backup media set and disk from a secure location. Verify
that the media and disks are from the same backup.
2. Retrieve the media set for the most recent normal backup of the server.
3. Retrieve the original Windows Server 2003 operating system disc.
4. Retrieve any mass storage device driver files supplied by the manufacturer.
Verify that you have this file before beginning the recovery operation.
5. Configure the recovery server hardware.
Procedure 2: Perform ASR

1. Insert the original Windows Server 2003 operating system disc.
2. Restart the server. If prompted to press a key to start the computer from the
operating system disc, press the requested key.
3. If you have a separate driver file as described in Procedure 1, use the driver as
part of the setup by pressing F6 when prompted.
4. Press F2 when prompted at the beginning of the text-only mode section of setup.
You will be prompted to insert the ASR disk you have previously created.
5. Follow the directions on the screen.
6. If you have a separate driver file as described in Procedure 1, press F6 (a second
time) when prompted after the system restarts.
7. Follow the directions on the screen.
Procedure 3: Restore data files to the recovery server

1. Start Backup.
2. On the Welcome tab, click Restore Wizard (Advanced).
3. Click Next.
4. Select the items to be restored from the latest normal backup set and click Next.
5. At this point you can click Finish to start the restoring process, or click the
Advanced button for more options. If you decide to configure Advanced options,
the following is a list of items that should be selected:
● Restore files to original location.

● Leave existing files.
● Restore security settings
● Restore junction points, but not the folders and file data they reference.
● Preserve existing volume mount points.
Dependencies
● For ASR, the recovery server must have the same hardware and disk
configuration as the server where the ASR backup was performed.
● Regular ASR backups.
● Manufacturer-supplied device drivers for mass storage devices.
Technology Required
Backup
Operating Print and Output Operations Role Daily

Process: Print and output maintenance support

activities—print queues
Description
Queues exist to hold output jobs that have been submitted and are awaiting delivery.
Generally, a spooler manages multiple queues.
Queues should provide the capability to use first in, first out (FIFO), shortest job first,
or assigned priorities.
Task: Monitor print queue for performance

Purpose
The objective of this task is to monitor the print queues for print jobs that have not
cleared the queue. Jobs might not clear the print queue for a number of reasons. The
purpose of this task is to provide a process to detect when a print job is stuck in a
print queue.
When a client makes a print request, processing occurs on both the client computer
and on the printer server. The following items are key to monitoring a print request
once the printer server has received the request from the client:
● Network print provider. Receives print request from such clients as Windows
and HTTP.
● Print processor. Renders print request into the proper data type and formatting
necessary to print properly. By default the file is written/spooled to disk in the
%Systemroot%\System32\Spool\Printers directory.
● Print monitor. Responsible for delivering the job to a particular print monitor.
TcpMon is the monitor used to deliver print jobs to TCP/IP print devices.
● Print device. Responsible for supplying ink to print media.
Procedure 1: Configure alert

1. Start System Monitor.
2. Expand the Performance Logs and Alerts node, right-click Alerts, and click New
Alert Settings.
3. Type Jobs Spooling and click OK.
4. On the General tab, click Add, and select the following performance object and
counter.
Object Counter
Print Queue Jobs Spooling

5. In the Alert when the value is drop-down box, select Over, and enter the limit
for your environment.
6. Click the Action tab; the default selection is Log an entry in the application
event log.
7. Click the Schedule tab, select the Start Scan At check box, and enter the start
time for the alert.
8. Click Apply, and then click OK.
The alert is activated and will have a green status indicating that it is logging
information based on the configuration and schedule.
Procedure 2: Monitor event log

1. Review the event log for Event 2031:
Event Type: Information
Event Source: SysmonLog
Event Category: None
Event ID: 2031
Description:
Counter: \\Servername\Print Queue\CounterName has tripped its alert threshold. The counter
value of n is over the limit value of n.
2. When you receive this alert, check the print server and printer that are the source
of the alert in Printers and Faxes.
3. Determine the status of the print jobs in the print queue; look for jobs that have
errors or jobs that have been paused.
4. Use troubleshooting tasks to resolve the issue.
Procedure 3: Use WMI to monitor the time a job is spent in

spooler
The following script uses WMI to monitor the jobs counter for jobs that have been in
the print queue for more than 15 minutes:
Const USE_LOCAL_TIME = True
Set DateTime = CreateObject("WbemScripting.SWbemDateTime")
strComputer = "."
Set objWMIService = GetObject("winmgmts:" _
& "{impersonationLevel=impersonate}!\\" & strComputer & "\root\cimv2")
Set colInstalledPrinters = objWMIService.ExecQuery _
("Select * from Win32_PrintJob")
Wscript.Echo "Print Queue, Job ID, TimeSubmitted, Total Pages"
For Each objPrinter in colInstalledPrinters
DateTime.Value = objPrinter.TimeSubmitted
dtmActualTime = DateTime.GetVarDate(USE_LOCAL_TIME)
TimeinQueue = DateDiff("n", actualTime, Now)
If TimeinQueue > 15 Then
strPrinterName = Split(objPrinter.Name,",",-1,1)
Wscript.Echo strPrinterName(0) & ", " _
& objPrinter.JobID & ", " & dtmActualTime & ", " & _
objPrinter.TotalPages
End If
Next
Run this script when you receive the type of alert mentioned in Procedure 2.
Dependencies
Configure alerts for Jobs Spooling counter.
Technology Required
● System Monitor
● WMI
Optimizing Capacity Operations Role Daily

Process: Managing resources and service

performance
Description
Capacity management is concerned with optimized utilization of IT resources in
order to achieve the level of performance agreed upon with the client. These
resources are supplied by support organizations to ensure the requirements of the
business are met. The process of capacity management can be either reactive or
proactive. Iterative activities, such as monitoring, analyzing, tuning, and reporting,
are also important in the process of managing IT resources and service performance.
The type of data for each activity differs. For example, the level of utilization of
individual components in the infrastructure is relevant to IT resource management,
while the transaction throughput rates and response time are pertinent to service-
performance management.
Task: Capture service-performance statistics

Purpose
It is important during the normal operation of a print server to understand its overall
health. Information will be used to review general performance, adherence to SLAs,
and capacity planning, and to create baseline statistics about the print server.
Procedure 1: Create performance logs

2. Double-click Performance Logs and Alerts, right-click Counter Logs, and select
New Log Settings.
3. Enter the name for this log—for example, “Service Performance Statistics” and
click OK.
4. On the General tab, click Add Counters, and select the following counters.
Processor Performance Notes
Processor\% Processor Time The percentage of elapsed time the processor

spent executing instructions for processes or
services. This counter reports the total time the
processors spent executing code in privileged
mode and provides an overall view of the
processors’ activity.
Processor\%Privileged Time The percentage of elapsed time that the

process threads spent executing code in
privileged mode. The operating system
switches application threads to privileged
mode to allow direct access to the system’s
kernel. Having more work done in the kernel
can be advantageous because the kernel is
more efficient at performing certain tasks.
System\Context Switches/sec The combined rate at which all processors on

the computer are switched from one thread to
another. Context switches occur when a
running thread voluntarily relinquishes the
processor, is preempted by a higher priority
ready thread, or switches between user-mode
and privileged mode to use executive or
subsystem service. High rates of context
switching can result from inefficient hardware
or poorly designed device drivers or
applications.
Memory Performance Notes
Memory\Pages/sec The rate at which pages are read from or

written to disk to resolve hard page faults. This
counter is a primary indicator of the kinds of
faults that cause system-wide delays.
Memory\Available MBytes The amount of physical memory, in

megabytes, immediately available for
allocation to a process or for system use.
Paging File\%Usage The amount of the paging file instance in use

expressed as a percentage.
Network Performance Notes
Server\Errors System The number of times an internal server error

was detected. Unexpected errors usually
indicate a problem with the server.
Server\Work Item Shortages This occurs when no work item is available or

can be allocated to address the incoming
request. A work item is the location where the
server stores a server message block (SMB).
Work item shortages might be caused by an
overloaded server.
Server\Blocking Requests The number of times the server has rejected

Rejected SMBs due to insufficient count of free work
items. Indicates whether the MaxWorkItem or
MinFreeWorkItems server parameters might
need to be adjusted.
Server Work Queues\Queue The current length of the server work queue
Length for this CPU. A sustained queue length greater
than four might indicate processor congestion.
This is an instantaneous count, not an average
over the time interval.
Disk Performance Notes
PhysicalDisk\Current Disk The number of requests outstanding on the

Queue Length disk at the time the performance data is
collected. It also includes requests in service at
the time of the collection. This is an
instantaneous snapshot, not an average over
the time interval. Multispindle disk devices
can have multiple requests that are active at
one time, but other concurrent requests are
awaiting service. This counter might reflect a
transitory high or low queue length, but if
there is a sustained load on the disk drive, it is
likely that this will be consistently high.
Requests will experience delays that are
proportional to the length of this queue minus
the number of spindles on the disks. For good
performance, this difference should average
less than two.
PhysicalDisk\ Avg. Disk The average time in seconds of read operations

sec/Read from the disk.
PhysicalDisk\Disk Read The rate at which bytes are transferred from

Bytes/sec the disk during read operations.
PhysicalDisk\Disk Reads/sec The rate of read operations on the disk.
PhysicalDisk\ Disk Writes/sec The rate of write operations on the disk.

Process Performance Notes
Process\Spoolsv\%Processor The percentage of elapsed time the processor

Time spent executing instructions for the Spoolsv
service.
Process\Spoolsv\Handle The total numbers of handles currently open

Count by this process. This number is equal to the
sum of the handles currently open by each
thread in this process.
Process\Spoolsv\Thread The number of threads currently active in this

Count process. An instruction is the basic unit of
execution in a processor, and a thread is the
object that executes instructions. Every
running process has at least one thread.
Process\Spoolsv\Virtual The current size, in bytes, of the virtual

Bytes address space the process is using. Use of
virtual address space does not necessarily
imply corresponding use of either disk or main
memory pages. Virtual space is finite, and the
process can limit its ability to load libraries.
5. Fifteen is the default sampling time interval, although you can modify this
number. Increasing the interval will reduce the size of the log file but at the risk
of losing data. Decreasing the interval will increase the size of the log file and
provide a more granular look at the performance.
6. On the Log Files tab, click the Log file type drop-down box, and select the
output format. Choose a CSV file type if you want to be able to manipulate the
data in Excel. The data can also be displayed as a SQL Server database format.
7. Make sure the End file names with check box is selected. Use the year, month,
and day format of yyyymmdd.
8. On the Schedule tab, select the Start Log At check box, and enter the start time
for logging.
9. Click Apply, and then click OK. The log files will be created in <system
drive>\Perflogs by default.
The log is activated and will have a green status indicating that it is logging
information based on the configuration and schedule.
Dependencies
● You must be a member of the Administrators group or the Performance Log user
group on the local computer, or have been delegated the appropriate authority.
● Adequate space on the disk where the log files are being created.
Technology Required
System Monitor
Task: Capture service-usage statistics

Purpose
It is important to monitor service usage during the normal operations of a print
server. Service usage differs from service performance by focusing on how users
consume print-server resources. This information will be used to review general
performance, adherence to SLAs, capacity planning, and to create baseline statistics
for the print server.
Procedure 1: Create performance logs

2. Double-click Performance Logs and Alerts, right-click Counter Logs, and select
New Log Settings.
3. Enter the name for this log, for example, “Service Performance Statistics” and
click OK.
4. On the General tab, click Add Counters, and select the following counters.
Print Queue Performance Notes
Print Queue\Bytes Number of bytes per second printed in a print

Printed/sec queue.
Print Queue\Jobs Spooling Current number of spooling jobs in a print

queue.
Print Queue\Total Jobs Total number of jobs printed in a print queue

Printed since the last restart.
Network Performance Notes
Server\Server Sessions The number of sessions currently active in the

server. Indicates current server activity.
Server\Bytes Total/sec The number of bytes the server has sent to and
received from the network. This value provides
an overall indication of how busy the server is.
Server\Files Open The number of files currently opened in the

server. Indicates current server activity.
Disk Performance Notes
LogicalDisk\Current Disk The number of requests outstanding on the disk

Queue Length at the time the performance data is collected. It
also includes requests in service at the time of
the collection. This is an instantaneous snapshot,
not an average over the time interval.
Multispindle disk devices can have multiple
requests that are active at one time, while other
concurrent requests are awaiting service. This
counter might reflect a transitory high or low
queue length, but if there is a sustained load on
the disk drive, it is likely that this will be
consistently high. Requests will experience
delays that are proportional to the length of this
queue minus the number of spindles on the
disks. For good performance, this difference
should average less than two.
LogicalDisk\Avg. Disk The average time, in seconds, of a read of

sec/Read operations from the disk.
LogicalDisk\Avg. Disk The average time, in seconds, of a write

sec/Write operations to the disk.
LogicalDisk\Disk Read The rate at which bytes are transferred from the
Bytes/sec disk during read operations.
LogicalDisk\Disk Reads/sec The rate of read operations from the disk.
LogicalDisk\Disk The rate of the write operations to the disk.

Writes/sec
5. Fifteen is the default sampling time interval, although you can modify this
number. Increasing the interval will reduce the size of the log file but at the risk
of losing data. Decreasing the interval will increase the size of the log file and
provide a more granular look at the performance.
6. On the Log Files tab, click the Log tile type drop-down box and select the output
format. Choose a CSV file type if you want to be able to manipulate the data in
Excel. The data can also be output to a SQL Server database format.
7. Make sure the End file names with check box is selected. Use the year, month,
and day format of yyyymmdd.
8. On the Schedule tab, select the Start Log At check box, and enter the start time
for logging.
9. Click Apply, and then click OK. The log files will be created in <system
drive>\Perflogs by default.
Dependencies
● You must be a member of the Administrators group or the Performance Log user
group on the local computer, or have been delegated the appropriate authority.
● Adequate space on the disk where the log files are being created.
Technology Required
System Monitor
Optimizing Capacity Infrastructure Role Monthly


performance
Description
order to achieve the level of performance agreed upon with the client. Support
organizations supply these resources to ensure the requirements of the business are
met. The process of capacity management can be either reactive or proactive.
Iterative activities, such as monitoring, analyzing, tuning, and reporting are also
important in the process of managing resources and service performance. The type
of data for each activity differs. For example, the level of utilization of individual
components in the infrastructure is relevant to IT resource management, while the
transaction throughput rates and response time are pertinent to service-performance
management.
Task: Create service performance and utilization report

Purpose
This task captures service performance and utilization in data that can be used to
support decision making.
Procedure 1: Calculate daily statistics

1. Import performance and utilization logs into Excel.
2. Calculate the daily performance average for each counter collected in the log.
3. In a new worksheet, record the daily average of the counters for each day of the
month.
4. Use the graphing feature in Excel to create visuals that illustrate trends in
performance.
For clarity, it may be easier to calculate the daily statistics on the basis of
performance objects. You should also consider that these reports will be pertinent
to the measuring of SLAs, operating level agreements (OLAs), and Underpinning
Contracts (UCs).
Procedure 2: Store data and reports

1. Store each month’s data in a single workbook for future reference.
2. Save the workbook to a file share on a file server that is under regular backup
maintenance.
Dependencies
Capturing service performance in performance logs
Technology Required
Excel or third-party spreadsheet application
Task: Create system load and utility report

Purpose
This task captures the usage of print-server resources in data that can be used to
support decision making and resource allocation.
Procedure 1: Calculate daily statistics

1. Import service usage statistics into Excel.
2. Calculate the daily average for each counter collected in the log.
3. In a new worksheet, record the daily average of the counters for each day of the
month.
4. Use Excel’s graphing feature to create visuals that illustrate trends in
performance.
For clarity it may be easier to calculate the daily statistics on the basis of performance
objects.
Procedure 2: Store data and reports

1. Store each month’s data in a single workbook for future reference.
2. Save the workbook to a file share on a file server that is under regular backup
maintenance.
Dependencies
Capturing service performance in performance logs
Technology Required
Excel or third-party spreadsheet application
Change Quadrant Change Infrastructure Role Weekly

Management SMF Cluster
Process: Reviewing configuration items

Description
Because the accuracy of the information stored in the configuration management
database (CMDB) is crucial to the success of MOF Change Management, Incident
Management, and other SMFs, a review process should be set up to ensure that the
database accurately reflects the live IT environment.
Task: Capture configuration snapshot

Purpose
The objective of this task is to record the configuration of the print server to provide
a view of the print server at a particular point in time.
Procedure 1: Run SrvInfo for all print servers

To get system information, disk capacity, services currently running, network
protocols, and system uptime, use SrvInfo.exe.
From the command line, run:
Srvinfo –r \\servername ><drive path>:\servername-date.txt
SrvInfo is scriptable and can be automated to facilitate batch processing for large
environments.
Procedure 2: Export local security policies

1. Start Local Security Policies MMC and expand the Local Policies node.
2. Select Audit Policy, then right-click and select Export List. Save the export to a
secure file share.
3. Select User Right Assignment, then right-click and select Export List.
4. Save the export to a secure file share.
5. Select Security Options, then right-click and select Export List. Save the export
to a secure file share.
Procedure 3: Create report of installed software

The following sample script can be used to create a report of the software installed
on the print server using Microsoft Windows Installer. SMS is a good alternative to
enumerate installed applications, windows components, and patches. This is
especially useful for large environments:
Set objFSO = CreateObject("Scripting.FileSystemObject")

Set objTextFile = objFSO.CreateTextFile("filename", True)
strComputer = "."
Set colSoftware = objWMIService.ExecQuery _
("Select * from Win32_Product")
objTextFile.WriteLine "Caption" & vbtab & _
"Description" & vbtab & "Identifying Number" & vbtab & _
"Install Date" & vbtab & "Install Location" & vbtab & _
"Install State" & vbtab & "Name" & vbtab & _
"Package Cache" & vbtab & "SKU Number" & vbtab & "Vendor" & vbtab _
& "Version"
For Each objSoftware in colSoftware
objTextFile.WriteLine objSoftware.Caption & vbtab & _
objSoftware.Description & vbtab & _
objSoftware.IdentifyingNumber & vbtab & _
objSoftware.InstallDate2 & vbtab & _
objSoftware.InstallLocation & vbtab & _
objSoftware.InstallState & vbtab & _
objSoftware.Name & vbtab & _
objSoftware.PackageCache & vbtab & _
objSoftware.SKUNumber & vbtab & _
objSoftware.Vendor & vbtab & _
objSoftware.Version
Next
objTextFile.Close
This script may produce an error if no applications installed with Windows Installer
exist.
Procedure 4: Create report of installed hotfixes

The following sample script can be used to create a report of the hotfixes installed on
the print server using Windows Installer:
strComputer = "."
Set colQuickFixes = objWMIService.ExecQuery _
("Select * from Win32_QuickFixEngineering")
For Each objQuickFix in colQuickFixes
Wscript.Echo "Computer: " & objQuickFix.CSName
Wscript.Echo "Description: " & objQuickFix.Description
Wscript.Echo "Hot Fix ID: " & objQuickFix.HotFixID
Wscript.Echo "Installation Date: " & objQuickFix.InstallDate
Wscript.Echo "Installed By: " & objQuickFix.InstalledBy
Next
Dependencies
● Software installed using Windows Installer
Technology Required
● SrvInfo.exe
● Local security policies
● Windows Management Interface (WMI)
Change Quadrant Configuration Infrastructure Role Monthly

Process: Maintenance and support activities

Task: Compliance check—enumerate unused printer
ports
Purpose
The objective of this task is to ensure that printer ports installed on the print server
are used. Any unused printer ports will be reported and deleted.
Procedure 1: Create printer port report

Use PrnPort.vbs to list printer ports installed on the server:
cscript prnport.vbs –l –s –servername > filename.txt.
Procedure 2: Create unused port report

The following is a sample script to enumerate unused printer ports on a server:
Set objDictionary = CreateObject("Scripting.Dictionary")

strComputer = "."
Set colPrinters = objWMIService.ExecQuery _
("Select * from Win32_Printer")
For Each objPrinter in colPrinters
objDictionary.Add objPrinter.PortName, objPrinter.PortName
Next
Set colPorts = objWMIService.ExecQuery _
("Select * from Win32_TCPIPPrinterPort")
For Each objPort in colPorts
If objDictionary.Exists(objPort.Name) Then
strUsedPorts = strUsedPorts & _
objDictionary.Item(objPort.Name) & VbCrLf
Else
strFreePorts = strFreePorts & objPort.Name & vbCrLf
End If
Next
Wscript.Echo "The following ports are in use: " & VbCrLf & strUsedPorts
Wscript.Echo "The following ports are available: " & VbCrLf & strFreePorts
Compare the unused port report and printer port report. Confirm that the unused
ports are listed in the printer port report.
Procedure 3: Delete unused ports

The following is a sample script to delete unused printer ports on a server:
Set objDictionary = CreateObject("Scripting.Dictionary")

strComputer = "."
Set colPrinters = objWMIService.ExecQuery _
("Select * from Win32_Printer")
For Each objPrinter in colPrinters
objDictionary.Add objPrinter.PortName, objPrinter.PortName
Next
Set colPorts = objWMIService.ExecQuery _
("Select * from Win32_TCPIPPrinterPort")
For Each objPort in colPorts
If objDictionary.Exists(objPort.Name) Then
Else
ObjPort.Delete_
End If
Next
Procedure 4: Review ports

1. Use PrnPort.vbs to list printer ports installed on the server:
cscript prnport.vbs –l –s –servername >filename.txt
2. Confirm that the ports from the unused port report have been removed.
Dependencies
Windows Script Host
Technology Required
● CScript.exe
● PrnPort.vbs
● Windows Management Interface (WMI)
Changing Quadrant Configuration Infrastructure Role Monthly

Process: Reviewing configuration items

Description
Because the accuracy of the information stored in the CMDB is crucial to the success
of MOF Change Management, Incident Management, and other SMFs, a review
process should be set up to ensure that the database accurately reflects the live IT
environment.
Task: Compliance check—verify installed print drivers

Purpose
The objective of this task is to ensure print drivers installed on print servers are in
compliance with print drivers that have been approved and released by the CAB.
Procedure 1: Create print driver report

The following sample script can be used to create a report of the printer and print
driver installed on the print server:
strComputer = "."
Set colInstalledPrinters = objWMIService.ExecQuery _
("Select * from Win32_PrinterDriver")
For each objPrinter in colInstalledPrinters
Wscript.Echo "Config File: " & objPrinter.ConfigFile
Wscript.Echo "Data File: " & objPrinter.DataFile
Wscript.Echo "Description: " & objPrinter.Description
Wscript.Echo "Driver Path: " & objPrinter.DriverPath
Wscript.Echo "File Path: " & objPrinter.FilePath
Wscript.Echo "Help File: " & objPrinter.HelpFile
Wscript.Echo "INF Name: " & objPrinter.InfName
Wscript.Echo "Monitor Name: " & objPrinter.MonitorName
Wscript.Echo "Name: " & objPrinter.Name
Wscript.Echo "OEMUrl: " & objPrinter.OEMUrl
Wscript.Echo "Supported Platform: " & objPrinter.SupportedPlatform
Wscript.Echo "Version: " & objPrinter.Version
Next
Procedure 2: Verify print drivers against CMDB

1. Compare the printers listed in the print driver report to the printer information
in the CMDB.
2. If there are any discrepancies in the print driver report and the CMDB, submit an
emergency RFC to the CAB/EC.
Dependencies
CMDB
Technology Required
Windows Management Interface (WMI).
Task: Compliance check—verify printers published in

Active Directory
Purpose
The objective of this task is to verify that the printers published in Microsoft Active
Directory® directory service are in compliance with printers that have been
approved and released by the CAB.
Procedure 1: Discover printer published in Active Directory

The following sample script can be used to create a report of the printers published
in Active Directory:
Const ADS_SCOPE_SUBTREE = 2
Set objConnection = CreateObject("ADODB.Connection")
Set objCommand = CreateObject("ADODB.Command")
objConnection.Provider = "ADsDSOObject"
objConnection.Open "Active Directory Provider"
Set objCommand.ActiveConnection = objConnection
objCommand.CommandText = "Select printerName, serverName from " _
& " 'LDAP://DC=fabrikam,DC=com' where objectClass='printQueue'"
objCommand.Properties("Page Size") = 1000
objCommand.Properties("Timeout") = 30
objCommand.Properties("Searchscope") = ADS_SCOPE_SUBTREE
objCommand.Properties("Cache Results") = False
Set objRecordSet = objCommand.Execute
objRecordSet.MoveFirst
Do Until objRecordSet.EOF
Wscript.Echo "Printer Name: " & objRecordSet.Fields("printerName").Value
Wscript.Echo "Server Name: " & objRecordSet.Fields("serverName").Value
objRecordSet.MoveNext
Loop
Procedure 2: Verify print drivers against CMDB

1. Compare information about the printers listed and published in the Active
Directory report with the printer information in the CMDB.
2. If there are any discrepancies in the print driver report and the CMDB, submit an
emergency RFC to the CAB/EC.
Dependencies
CMDB
Technology Required
Windows Management Interface (WMI)
Supporting Incident Operations Role Monthly

Process: Incident closure

Description
This process ensures that the customer is satisfied that the incident has been resolved
prior to closing the incident record. It also checks that the incident record is fully
updated and assigns a closure category.
Task: Roll up activity report into monthly metric

Purpose
The objective of this task is to provide utilization and turnover metrics to assist in
planning staffing levels and checking the Incident Management SMF against other
SMFs. These reports can be used in conjunction with other SMFs (such as Service
Level Management, Financial Management, and Workforce Management) and can
also be used by members of the six MOF role clusters (such as Operations, Support,
and Release).
Procedure 1: Create monthly metric

The details of this task should show the cost of the Incident Management process,
and where resources should be allocated to optimize its performance. The following
metrics should be provided:
● Percent closed incidents. This metric is created by taking the total number of
cases closed for a month and dividing it by the number of cases opened for the
month.
● Percent incidents closed on first contact. This metric is created by taking the
total number of cases closed on first contact and dividing it by the number of
cases opened for the month.
● Mean time to resolution. This metric measures the effectiveness of the Incident
Management process. It is calculated by taking the total time spent on incident
resolution and dividing it by the total number of cases closed. SLAs can be
compared to this metric.
The numbers reported should then be analyzed to assess the Incident Management
process and to determine how to improve effectiveness and efficiency.
Dependencies
● Responding to daily service request
● Weekly service request activity report
Technology Required
None
Supporting Incident Support and Daily and weekly

Quadrant Management SMF Operations Role
Clusters
Process: Investigation and diagnosis

Description
This process deals with the investigation of an incident and gathering of diagnostic
data. The aim of the process is to identify how the incident can be resolved as quickly
as possible.
Task: Respond to daily service request

Purpose
The objective of this task is to make sure all incidents are answered and there is an
incident owner responsible for the incident life cycle. This serves the organization in
two ways:
● The customer understands that, when an incident is reported, there will be
confirmation that someone from the incident management team has reviewed
the request. This confirmation ensures that the customer will continue to use the
incident-support channel setup in the organization.
● Each incident will have an owner responsible for collecting background
information and doing preliminary troubleshooting. The owner is responsible for
contacting other technical specialists to assist the customer in resolving the
incident. The owner must also document the incident and make sure
contributing technicians add their comments to the incident request. The act of
designating an owner ensures there is a single point of contact (SPOC) for the
incident from the customer’s and from the organization’s perspective.
Procedure 1: Acknowledge receipt of service request

1. Give the customer an incident case number prior to collecting data and
troubleshooting the incident.
2. Send the customer e-mail confirming receipt of the incident request.
Procedure 2: Document incident

Document the problem, the system affected, actions taken to troubleshoot, and any
plan to resolve the incident. The following are systems that can be affected in a
printing environment:
● Print server
● Print device
● Print queue
● Print monitor
Procedure 3: Update customer on status of incident

Send the customer e-mail confirming the problems, the system affected, actions
taken to troubleshoot, and the current plan to resolve the incident. If another
technician is involved in troubleshooting, make sure that person’s notes are part of
the case documentation.
Procedure 4: Close incident

If the incident is not resolved on the customer’s initial request for incident
management, follow up with the customer and other technicians until the incident is
resolved.
Dependencies
● Incident ticketing system
● An SLA on how customers request incident management, for example, through
e-mail or a service phone number
Technology Required
● Third-party tools that provide incident-management ticketing functionality
● A Microsoft Access or Microsoft SQL Server database, which can also be used to
create incident tickets
Task: Create weekly service request activity report

Purpose
In the report, give a high-level view of service requests from the perspective of when
they were opened, when they were closed, and how long they were open before they
were closed. The organization may have an SLA regarding the time it takes a
customer to get a response from the incident management team once an incident has
been reported. Managers and leads can use the data to organize the workload of the
incident management team.
Managers and leads can also assess the effectiveness and efficiency of the incident
management team. This information is important to the members of the incident
management team as well, since they can then view the incident case load and attend
to those cases that have remained open for a long period of time. The following is an
example of some of the information that can be included in the activity report:
● Total number of cases opened
● Total number of cases closed
● Number of cases closed on first contact with incident management team
● Number of days a case has been open
Procedure 1: Create report metrics

The method used to collect the data is dependent on features of an organization’s
incident tracking solution, but the content should be independent of the solution.
● Total number of cases opened. This metric is collected for individual members
of the team as well as the whole team. It highlights the volume of incidents being
opened involving Print Service. When this metric is compared with the other
metrics being collected, it provides the incident management team with a greater
understanding of the Incident Management process.
● Total number of cases closed. This metric is collected for individual members of
the team as well as the whole team. It highlights the volume of incidents being
closed involving Print Service. This metric is critical to evaluating the
effectiveness and efficiency of the incident management team. The number of
cases that are closed should be compared with the number that are opened in a
week. Cases that carry over into the next week will require more incident
management from the case owner.
● Number of cases closed on first contact with incident management team. This
metric is collected as the total for the team. It allows the incident management
team to determine the effectiveness and efficiency of its process of incident
management, and can directly affect customer satisfaction. When cases are closed
on the first call, it reduces the number of cases that incident management team
members have to manage.
● Number of days a case has been open. This metric is collected for individual
members of the team as well as the whole team. Cases that remain open for
extended periods have a negative impact on customer satisfaction. The incident
manager can use this metric to identify possible weaknesses on the incident
management team that may require training or education. In addition, cases that
remain open for long periods of time may be better handled by the problem
management team. It is important to identify these types of cases and provide
the incident owner with additional resources or escalate the issue to the problem
management team.
Dependencies
● Incident ticketing system
● Incidents that are responded to on a daily basis
● An SLA on how an incident is handled and when it gets escalated to the problem
management team
Technology Required
● Third-party tools that provide incident-management ticketing functionality
● Reports that can be built from an Access or SQL Server database
Support Quadrant Problem Operations Role Daily

Process: Problem recording and classification

Description
This process deals with the initial detection and recording of a problem, which can
originate from a variety of sources and media. Problems may be reported through
the Incident Management process or as a result of analysis from the data collected by
the problem management team. Additionally, other SMFs such as Availability
Management and Capacity Management might be used to detect problems and pass
this information to the problem management team. It is important that problems be
linked to existing incidents and that all problems be recorded to facilitate
prioritization of problem resolution. Once a problem has been recorded, it is assessed
against the business impact of the problem and the urgency of the required solution.
This assessment determines how the problem will be classified.
Task: Review daily problem-management reports

Purpose
Ensure the appropriate resources and priority level have been assigned to current
problems. The report should include status on any problems from the previous day
and overnight.
Procedure 1: Check print server and printer status

1. Check print server status. The status of each print server should be included in
this report. This information could include:
● Whether the print server is online.
● Whether there are any approved request for changes (RFCs) pending.
● The status of the last backup.
● Confirmation that the performance monitor log exists for the server.
2. Check printer status. The status of each print device should be included in this
report. The information could include:
● Whether the printer is online.
● Whether there are any approved RFCs pending
Procedure 2: Review problems transferred from incident

management
Review each incident that has been transferred to the problem management team
from the incident management team.
Procedure 3: Prioritize and assign

Based on the information received from print server status, printer status, and
problems transferred from incident management, set the priority of each problem
and assign the appropriate team members.
Dependencies
● Print server monitoring
● Printer monitoring
Technology Required
● System Monitor
● Printers and Faxes
Changing Quadrant Change Infrastructure Role Daily

Process: Change classification and authorization

Description
After an RFC has passed the initial screening, the change manager must classify and
categorize the request for change. The priority level set for a particular RFC
determines how quickly the change advisory board (CAB) will review the RFC.
After the change manager has correctly prioritized and categorized the change, the
change must be authorized. The process of authorizing a change request depends
upon the category and priority of the change:
● Emergency priority changes are escalated to the CAB emergency committee
(CAB/EC) for fast-track approval.
● Standard changes are approved automatically and progress directly to the
change development and release phase.
● Minor changes can be approved by the change manager without reference to the
CAB.
● All other changes must be approved by the CAB.
Task: Attend CAB meeting

Purpose
The CAB meets to review the significant and major changes to the operations
environment. From a print-service perspective, change requests involving updating
print monitors, print drivers, registry modifications, and adding a new type of print
device to the environment can be evaluated at this weekly meeting.
Attendance at the meeting is important to participate in the change management of
Print Service. Contribution to the process could include additional data regarding a
particular Print Service RFC that members of the CAB may not have available to
them. Additionally, it is important to understand other RFCs that may have an
indirect effect on the delivery of individual print services. The organization should
consider these effects when approving an RFC for change development.
Procedure 1: Attend CAB meeting

● Consider the effect that any RFC may have on print services. Review RFCs that
might affect Print Service configuration items (CIs):
● Print server hardware

● Print device hardware
● Domain controller hardware
● Hardware vendor
● Server role (what is the server function: print server or domain controller?)
● Windows Server 2003 software
● Service packs
● Hotfixes
● Third-party printing software
● Monitoring software
● Backup software
● Processes and procedures
● Documentation
Task: Review emergency change request

Purpose
The objective of this task is to provide guidance to the CAB/EC on how to process an
emergency request for change. Emergency change requests should be kept to a
minimum because they typically involve high risk.
Emergency changes to various print services can have a great impact on a large
number of users or can affect business processes that depend on print output. For
this reason, it is very important to have a process for prioritizing and attending to
urgent problems associated with these print services. The Infrastructure Role Cluster
is responsible for this task, but a request for emergency change can be initiated by
any of the six role clusters. An emergency change request could involve the release of
updates to the operating system, third-party applications, or configuration changes.
Procedure 1: Contact CAB/EC

1. Make sure system has server backup and printer configuration backup. Prior
to contacting CAB/EC members, make sure the print server has a successful
server backup and print configuration backup.
2. Select CAB/EC members. This should include standing members of the CAB as
well as those members who can give the greatest guidance regarding Print
Service.
3. Notify the CAB/EC of the emergency change request. Each member of the
CAB/EC who was identified in Step 1 has to be notified of the emergency change
request. It is important that every attempt be made to contact each member of the
CAB/EC; this may include e-mail, mobile devices, and other communication
methods. The member should be given an expected time to respond to
emergency change request meetings and a general sense of the change request.
4. Review the request for change. Collect all information pertaining to changes to
Print Service including asking the change initiator additional questions. The
following are types of change that could be included:
● Applying service packs

● Adding a new print server
● Adding a new print device
● Adding a new print driver
● Adding a new print monitor
● Updating a print driver
● Migrating a printer configuration
● Moving a spooler to a different location
● Changing the location of a printer
● Changing a process or script used to administer print servers
Along with the type of change, collect the CI that will be affected by the change.
Configuration items are objects that are subject to change. Any item that has the
possibility of changing falls under change management. For print servers these items
include:
● Print server hardware
● Print device hardware
● Domain-controller hardware
● Hardware vendor
● Server role (what is the server function: print server or domain controller?)
● Windows Server 2003 software
● Service packs
● Hotfixes
● Third-party printing software
● Monitoring software
● Backup software
● Processes and procedures
● Documentation
● RFCs
Dependencies
● An established process for initiating a change request in the operations
environment
● An identified CAB/EC roster and individuals who are contacted for emergency
changes as they relate to various print services
Technology Required
Operations team familiar with MOF/ITIL
Operating Print and Output Support Role As Needed

Process: Print and output configuration activities—

managing printers
Description
Managing printers affects the entire workload of the printer, not just individual
documents. Typical tasks include pausing, resuming, and purging the queue for a
printer.
If a printer becomes faulty, one might need to send documents in its queue to
another printer. This prevents users from having to resubmit print jobs that are
already in the queue. Documents can be redirected to a printer on the same print
server or on a different print server. However, both printers must use the same print
driver.
Task: Transfer documents to another printer

Purpose
This task moves jobs to a suitable printer during problem management.
Procedure 1: Send job to printer on the same print server

1. Start Printers and Faxes.
2. Double-click the printer that holds the documents you want to redirect.
3. On the Printer menu, click Properties.
4. Click the Ports tab, click the port to which the other printer is assigned, and then
click OK.
Procedure 2: Send job to printer on another print server

2. Double-click the printer that holds the documents you want to redirect.
3. On the Printer menu, click Properties.
4. Click the Ports tab, click Add Port, click Local Port, and then click New Port.
Type the name of the other print server and the share name of the shared printer
in the following format:
\\other_print_server\share_name
Procedure 3: Use WMI to transfer documents to another printer

queue
Use the following script with WMI to transfer documents to another printer queue.
The script changes the TCP/IP printer port for a logical printer, which has the net
effect of transferring existing print jobs to the new printer port, and thus to a
different printer.
strComputer = "."
Set objPrinter = objWMIService.Get _
("Win32_Printer.DeviceID='<printer Device Name>'")
objPrinter.PortName = "<Port Number>"
objPrinter.Put_
Dependencies
● Since the documents you send to the printer are converted into that printer’s
language, you must redirect the documents to the same type of printer, such as a
laser, ink-jet, or dot-matrix.
● To redirect documents to another printer, you must have Manage Printers
permission for both printers.
● To redirect documents to another print server, the printer must already exist and
be shared on the print server.
● The document currently printing cannot be transferred to another printer.
● If the printer holding the print jobs is offline or has a paper jam, the document
showing the error cannot be moved to a new port.
● If a print job shows an error, all subsequent print jobs will be held until the
document is deleted from the print queue.
Technology Required
● Printers and Faxes
● Windows Management Instrumentation (WMI)
Operating Directory Services Support Role As Needed

Quadrant Administration SMF Cluster
Process: Maintaining the directory

Purpose
The data contained in the directory is, or very soon will be, critical to the base
operation and productivity of the organization. If the directory becomes unavailable
for any reason (for example, through equipment failure or data corruption), the
business will suffer from lost productivity and financial loss. Developing sound
backup and restore procedures for the directory and supporting system components
ensures that no critical directory data and configuration information will be lost.
Task: Publish printers to Active Directory

Purpose
This task supports printers that may have been initially installed without being
published to Active Directory.
Procedure 1: Publish printer

2. Right-click the printer that will be published, and then click Sharing.
3. Select the List in the Directory check box to publish the printer in Active
Directory.
Dependencies
● Printer must be shared.
● Printer must be installed on Windows 2000 or Windows Server 2003.
● You must have Manage Printers permission for the printer you want to share or
to publish.
Technology Required
Printers and Faxes
Task: Manually publish printers to Active Directory

Purpose
This task supports publishing printers to Active Directory that may have been
installed on Windows NT 4.0 or an older operating system.
Procedure 1: Publish printer

1. Click Start, click Control Panel, double-click Administrative Tools, and then
double-click Active Directory Users and Computers.
2. In the Name dialog box, right-click the container object in which to publish the
printer.
3. Point to New, and then click Printer.
4. Type the UNC name of the printer that you want to publish in the directory.
Procedure 2: Automate printer publishing

PubPrn.vbs can be used to automate publishing the printer to Active Directory, as
follows:
Usage: pubprn.vbs \\MyServer\Printer
""LDAP://CN=MyContainer,DC=MyDomain,DC=Company,DC=Com""
Printer publishing can also be automated using Windows Script Host. The following
is a simple command that can read an input file. Each line of the input lists the UNC
path to the printer. The one-line script is saved as a .vbs file and executed from the
command line:
For /F %%i IN (printers.txt) DO pubprn.vbs %%i

To execute the script directly from the command line, change “%%i” to “%i”.
Dependencies
● Printer must be shared.
● You must be a member of the Print Operators group, Domain Admins group, or
the Enterprise Admins group in Active Directory.
Technology Required
● Active Directory Users and Computers MMC snap-in
● PubPrn.vbs
● Windows Script Host
Optimizing Capacity Infrastructure Role As Needed


performance
Description
order to achieve the level of performance agreed to with the client. These resources
are supplied by support organizations to ensure the requirements of the business are
met. The process of capacity management can be either reactive or proactive.
Iterative activities, such as monitoring, analyzing, tuning, and reporting are also
important in the process of managing resources and service performance. The type
of data for each differs. For example, the level of utilization of individual
components in the infrastructure is relevant to IT resource management, while the
transaction throughput rates and response time are pertinent to service-performance
management.
Task: Move spooler to another disk to optimize

performance
Purpose
Print servers that have a large number of printers or that provide service for large
print jobs may require that the spooler be moved to a disk with adequate disk space
to spool print requests.
Procedure 1: Move spooler to alternate location

2. On the File menu, click Server Properties, and then click the Advanced tab.
3. In the Spool folder window, enter the path and the name of the new default
spool folder for this print server, and then click Apply or OK.
4. Stop and restart the spooler service, or restart the server.
Dependencies
Destination location for spooler folder has to have adequate space for spooled print
jobs.
Technology Required
Printers and Faxes
4
Processes by MOF Role
Clusters
This chapter is designed for those who want to see all processes for a single role
cluster in one place. The information is the same as that in the previous two chapters.
The only difference is that the processes are ordered by MOF role cluster.
Operations Role Cluster

Daily Processes
Process 1: Print and output maintenance support activities—print queues
Task 1: Monitor print queue for performance
Process 2: Investigation and diagnosis
Task 1: Respond to daily service request
Process 3: Problem recording and classification
Task 1: Review daily problem-management reports
Process 4: Managing resources and service performance
Task 1: Capture service-performance statistics
Task 2: Capture service-usage statistics

Weekly Processes
Task 1: Create weekly service request activity report
Process 2: Designing for recovery
Task 1: Update automated system recovery backup

Monthly Processes
Process 1: Incident closure
Task 1: Roll up activity report into monthly metric

Quarterly Processes
Process 1: Designing for recovery
Task 1: Validate automated system recovery backup

As-Needed Processes
There are no as-needed processes for this role cluster.
Support Role Cluster

Daily Processes
Process1: Data backup, restore, and recovery operations
Task 1: Back up printer configuration
Task 1: Respond to daily service requests

Weekly Processes
Process 1: Data backup, restore, and recovery operations
Task 1: Run weekly normal backup
Task 1: Create weekly service request activity report

Monthly Processes
There are no monthly processes for this role cluster.

As-Needed Processes
Process 1: Print and output configuration activities—managing printers
Task 1: Transfer documents to another printer
Process 2: Maintaining the directory
Task 1: Publish printers to Active Directory
Task 2: Manually publish printers to Active Directory

Release Role Cluster

Daily Processes
There are no daily processes for this role cluster.

Weekly Processes
There are no weekly processes for this role cluster.

Monthly Processes

As-Needed Processes
Infrastructure Role Cluster

Daily Processes
Process 1: Change classification and authorization
Task 1: Attend CAB meeting
Task 2: Review emergency change request

Weekly Processes

Monthly Processes
Process 1: Reviewing configuration items
Task 1: Compliance check—verify installed print drivers
Task 2: Compliance check—verify printers published in Active Directory
Process 1: Managing resources and service performance
Task 1: Create service performance and utilization report
Task 2: Create system load and utility report
Process 2: Maintenance and support activities
Task 1: Compliance check—enumerate unused printer ports
Process 3: Reviewing configuration items
Task 1: Compliance check—verify installed print drivers
Task 2: Compliance check—verify printers published in Active Directory

As-Needed Processes

Security Role Cluster

Daily Processes

Weekly Processes

Monthly Processes

As-Needed Processes
Partner Role Cluster

Daily Processes

Weekly Processes

Monthly Processes

As-Needed Processes

5
Troubleshooting
Overview
The following tables contain troubleshooting tips that should be useful in
maintaining this product. The tips are based on known issues, and follow the best
practices for troubleshooting and problem management outlined by the Incident
Management SMF and the Problem Management SMF, both found in the MOF
Supporting Quadrant.
Problem #1: Cannot print to a network printer

Description of Problem
You cannot print to a network printer. The methods used to resolve this problem are
independent of the program.
Resolution of Problem
Verify basic network connectivity. Check user rights, protocols, and share names to
determine if you can see the server. Copy files to a share on the print server using
Windows Explorer. If you cannot access the server, you may not be able to access the
printer.
Create a local printer and redirect the port to the network printer. In the ports section,
create a new port. Click Local and type the server and printer name for the printer
(for example, \\servername\printername). Use this port for the local printer. This
determines whether there is a problem with the copying of files from the server to the
workstation when you click Connect To Setup or Network Printer in the Add Printer
Wizard.
If you are printing from a Microsoft MS-DOS® based program, make sure that the
NET USE command has been run to map the LPT port to the network share. If it has,
delete it and remap the port. If the printer works now, there may be an issue with
ghosted connections. A command may need to be run in the logon script to remap the
port each time you log on. If the printer is still not printing, try typing dir > LPT <x>
where <x> is the number of the port being mapped. If it still does not print, double-
check the networking.
If you are using LPR or printing to a JetDirect card using TCP/IP protocol, try the
following:
● Use the PING protocol to look for the IP address. If it fails, check the network
connectivity and verify the IP address.
● Create an LPR port to the printer, and then create a local printer connected to that
port. This is the recommended way to connect to a JetDirect printer. Sharing this
printer on the network allows the computer to act as a print queue for the
JetDirect printer.
Problem #2: Cannot print from a program

You cannot print from a program. The methods used to resolve this problem are
independent of the program.
● Use a simpler file. Try creating a new document with less information in it. This
determines if it is the program or something in the documents that is causing the
problem.
● Check available disk space on the system drive. If there is not enough room to
spool the job, larger jobs may fail where smaller jobs may not.
● Try to print from another operating system. If possible, test with a third operating
system. If it prints correctly, the problem is related to the output file.
Problem #3: Spooler retries old print job

When you send a print job to a printer, the print spooler might not delete the spool
file from the %SystemRoot%\System32\Spool\Printers folder when the print job is
completed, and the print spooler might repeatedly attempt to spool the print job.
● To prevent this behavior from occurring, do not change the attributes of a spool
file while it is in the %SystemRoot%\System32\Spool\Printers folder.
● To work around this behavior, remove the read-only attribute and then delete the
spool file from the %SystemRoot%\System32\Spool\Printers folder.
Problem #4: Print server modifies print jobs

Descriptions and Resolutions of Problem
Print server modifies client print jobs. There are five common job-alteration problems,
each with its own resolution:
Description of Problem (1)
LPR client print jobs include PCL or PostScript code, include incorrectly printed
extended characters, or print in the print device’s default font.
Resolution of Problem (1)
This problem occurs when the LPR client sends commands to the Windows TCP/IP
print server that responds by assigning the print job the TEXT data type.
● Reconfigure the LPR clients to send different commands so that Windows assigns
the job the RAW data type.
Last page of a Microsoft network-based client print job does not print.
This problem occurs when client applications do not append form-feed commands to
their print jobs, and the print manager default data type is RAW. To resolve this:
● Set the default data type value to RAW [FF Auto] or RAW [FF Appended], or
reconfigure the client application to append a form feed to print jobs.
Extra page prints after a Microsoft network-based client print job.
This problem occurs when the client application appends form-feed characters to its
print jobs, and the print manager default data type is RAW [FF Appended] or RAW
[FF Auto]. Print jobs from Windows- based applications are always appended with
form-feed characters; print jobs from MS-DOS-based applications often do not have
form feeds at the end. The following are methods for resolving this problem:
● If client print jobs sent to the print share already have form-feed commands, set
the default data type to RAW.
● If some client print jobs include form-feed commands but others do not, set the
default data type to RAW [FF Auto].
● Reconfigure the applications to prevent them from adding the form-feed
command to print jobs.

Microsoft network-based client print jobs include PCL or PostScript code, include
incorrectly printed extended characters, or print in the print device’s default font.
This problem occurs when the print manager default data type is TEXT. To resolve
this:
● Set the default data type value to RAW.
PostScript print jobs sent from Macintosh clients do not print in color, print at a lower
resolution, or fail.
This problem occurs because the Windows print server assigns the print job the
PSCRIPT1 data type if the target print device is not a PostScript device. This causes
the spooler to convert the client PostScript print job into the native language of the
print device. The conversion software only supports Level 1 PostScript, it does not
support color, and it does not produce output at a resolution of 300 dots per inch
(DPI). The following are methods for resolving this problem:
● Run print manager and reconfigure the printer to use a PostScript print driver.
● Send print jobs directly to the print device instead of sending them to the
Windows print server.
● Purchase a third-party replacement for the Windows Services for Macintosh
raster image processor (RIP).
Problem #5: Spooler and “Out of resource” messages

● When you restart the computer or restart the print spooler service, you receive
the following error message: “Spoolsv.exe failed to start.”
● When you open the printer’s properties, you receive the following error message:
"Out of resource error."
● When you print a document, you receive an “Access violation“ (Dr. Watson) error
message. The Dr. Watson log points to the Spoolsv.exe with error code C0000005.
You receive the following error message, and the print spooler stops: “The
instruction at ‘<address>’ referenced memory at ‘<address>’. The memory could
not be read.”
Cause of Problem
These problems may occur if the default local port monitor is changed by a third-
party program.
The following are steps for resolving this problem:

1. Start the Registry Editor (RegEdt32.exe).
2. Locate the local port value under the following key in the registry:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monito
rs\LocalPort
3. Double click the Driver subkey, and then edit the value. Change the string value
to Localspl.dll and then click OK.
4. Check the following registry key for third-party monitors. Remove any
nondefault monitors:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monito
rs
The default port monitors are:
● Apple Talk Printing Devices (When Windows Services for Macintosh is
installed)
● BJ language monitor
● Local port
● PJL language monitor
● Standard TCP/IP port
● USB monitor
● Windows NT fax monitor
5. Check the following registry key for third-party print providers. Remove any
nondefault print providers:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Pr
oviders
The default print providers are:
● Internet print providers
● LanMan print services
6. Quit the Registry Editor and restart the print spooler.
Problem #6: “Could not connect to printer”

When you attempt to print or connect to a print queue, the following error message
may appear: “Could not connect to the printer <printer> because the print processor
is unknown.”
In addition, printer icons may be missing from the Printers folder.
Cause of Problem
The winprint key is corrupted or missing, or the data value contains a leading space
in the following registry location:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environme
nts\
Windows NT x86\Print Processors

2. Go to the following registry location:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environ
ments\Windows NT x86\Print Processors
3. Click the Print Processors key.
4. On the Edit menu, click Add Key, and then type winprint in the Key Name field
of the Add Key dialog box (leave the Class field blank).
5. Type the following values (shown in bold type) in the Add Value dialog box, and
then click OK:
● Value Name: Driver
● Data Type: REG_SZ
6. For the String Value, type localspl.dll , and click OK.
7. Quit the Registry Editor and restart the print server.
Problem #7: Application error, Spoolsv.exe, access

violation message
When you attempt to print or configure the printer in Windows Server 2003, you
may receive the following error message:
● An application error has occurred and an application error log is being
generated.
● Spoolsv.exe
● Exception: access violation (0xc0000005), Address: <Hex address>
Cause of Problem
This problem occurs if you have many .SHD and .SPL files in the spool directory.
The default location for all printer spool files is
%SystemRoot%\System32\Spool\Printers.
1. Stop the spooler service.

2. Remove the .SHD and .SPL files from the Spool directory.
3. Remove any unused or old .TMP file from the Temp directory.
4. Restart the spooler service.
Problem #8: Spoolsv.exe or “print subsystem is

unavailable” message
When you start a Windows Server 2003 print server, you may receive the following
error message: “Spoolsv.exe has generated an error.”
Also, if you try to view the properties of a printer, you may receive an error message
that says the print subsystem is unavailable.
Cause of Problem
The print spooler service might have stopped. This problem can also occur if the
server running Windows Server 2003 has a print driver that is designed for Windows
98 or Windows NT.

2. Locate and remove the following key from the registry:
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Print\Printers\
<Trouble Printer>
3. Quit the Registry Editor.
Problem #9: Cannot create or select a print monitor

You are unable to create or select a print monitor. One of the following symptoms
may occur:
● Double-clicking one of the installed available print monitors does nothing.
● When trying to add a port, such as an LPR Port, you may receive a Dr. Watson
access violation or application error message in Spoolsv.exe. This may be
followed by: “Specified port cannot be added. The remote procedure call failed.
The printer already exists.”
Cause of Problem
This problem is caused by the spooler service not being allowed to interact with the
desktop.
1. In Control Panel, double-click the Services icon.

2. Click the Spooler service, and click the Startup button.
3. Verify that the service is configured to log on using the system account, and that
it is allowed to interact with the desktop.
4. If invalid network printer port names appear in the list, they can be deleted from
within the print manager.
Problem #10: PrintQueue objects are deleted

All of the PrintQueue objects published by print servers on the same site as a given
domain controller may be detected as orphaned and deleted, even though the
corresponding printers are available in the domain.
Cause of Problem
When this occurs, the printer pruner writes a system event for each PrintQueue object
that is detected as an orphan. This can accumulate rapidly for sites with large
numbers of published print queues. If there are many published printers on the site,
the system event log may become filled with printer pruner events.
To prevent incorrect printer pruning while a domain controller is removed from the
network, use either of the following methods:
● Before removing a domain controller from the network for an interval longer than
the directory pruning interval and directory pruning retry periods, set the
Directory Pruning Interval value to Never. These policies are located in Group
Policy Object Editor under Computer Configuration\Administrative
Templates\Printers.
● Stop the spooler service on the domain controller.

Print Server Operational Guide

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Print Server Operational Guide

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Managing the Windows Server Platform

This document is for informational purposes only. MICROSOFT MAKES

Complying with all applicable copyright laws is the responsibility of the

Microsoft may have patents, patent applications, trademarks,

Unless otherwise noted, the example companies, organizations,

 2003 Microsoft Corporation. All rights reserved.

Microsoft, Active Directory, MS-DOS, Windows, Windows NT, and

The names of actual companies and products mentioned herein may

Task: Manually publish printers to Active Directory............................................... .................61

Lead Technical Writer

Lead Technical Editor

How to Use This Guide

 Maintenance vendors  Service desk/help desk

Effective release and change management. Release

Management of physical environments and Infrastructure

Quality customer support and a service Support

Predictable, repeatable, and automated Operations

Mutually beneficial relationships with service Partner

Protected corporate assets, controlled Security

Further information about MSM and MOF is available at

Auto repair Mechanic Repair manual Socket set

Software Programmer Project plan Compiler;

IT operations IT technician Microsoft Windows

Windows Server 2003 includes intelligent print services—fault tolerant, discoverable,

Quota Entries Tool used to view and On the properties page of an

Disk Cleanup Tool used to remove Start >All Programs >

Backup Tool used to perform Start > All Programs >

Microsoft Print Tool used to back up printer Print Migrator download

SplInfo.exe Command-line tool that Windows Server 2003

SetPrinter.exe Command-line tool that is Windows Server 2003

SrvInfo.exe Tool used to gather system Windows Server 2003

PubPrn.vbs Tool used to publish printers \winnt\system32

Microsoft Excel Application used to format Microsoft Office

PrnPort.vbs Script used to manage printer \winnt\system32

Windows Tool used to access Start > Run. In the Open

Maintenance Processes Checklist

Print and Output Management

There are no weekly

There are no weekly

Maintenance and Operations

Print and output Support

Directory Services Administration

There are no daily

There are no weekly

There are no monthly

Maintaining the Support

Data backup, restore, Support

Data backup, restore, Support

There are no monthly

There are no as-needed

Investigation and Support and Operations

Investigation and Support and Operations

Incident closure Operations

There are no as-needed

Problem recording and Operations

There are no weekly

There are no monthly

There are no as-needed

Managing resources and Operations

There are no weekly

Managing resources and Infrastructure

There are no as-needed