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‎10-09-2019 10:46 AM

HP Recommended
Product: HP widepage MFP 477dw
Operating System: Microsoft Windows 10 (64-bit)

Hi - 

We have a HP widepage MFP 477dw and it has been great until a couple of days ago when the computer installed an update.

 

The computer has Windows 10 (64 bit).  Two computers print to this printer.  Only one of those computers has tried to print from it because we haven't been using the other computer, so all of the problems listed below are from that computer.  

 

After the computer update, it would not allow this printer to be selected as the default printer and it wouldn't allow you to select the printer on the print page in the 'print to' section.  At that time we were getting floating messages that said 'splwow64 crashed'  and 'WM1 Provider Host crashed'    

I ran the HP print doctor (possibly under a different name?) and the first thing it tried to print did not work, but it was able to print a test page.  It said there was an undiagnosed problem with the printer.  (I will do these things again if you need better details.  Sorry I didn't take good notes at the time.)

I have tried to uninstall/reinstall the print driver and printer and cleared out the print spool.  These were done to the best of my ability, so it is possible I may have made a mistake.  These efforts did help a little.  We can now name the printer as the default printer, but we still get the 'splwow64 crashed' message.  Haven't seen the 'WM1 Provider Host crashed'

message.

Thanks so much.  HP has great customer service and I have used Print Doctor scan several times with success.  

Thanks

Mary

1 ACCEPTED SOLUTION

Accepted Solutions

‎10-09-2019 12:08 PM

HP Recommended

Hi,

From the Start menu click the Gear icon and then on Update & Security.

Click Check for Update Now and install any available updates, then restart your computer and check for updates once again.

 

Microsoft has released an update to resolve this yesterday evening, installing any latest updates should resolve a such,

 

Shlomi



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5 REPLIES 5

‎10-09-2019 12:08 PM

HP Recommended

Hi,

From the Start menu click the Gear icon and then on Update & Security.

Click Check for Update Now and install any available updates, then restart your computer and check for updates once again.

 

Microsoft has released an update to resolve this yesterday evening, installing any latest updates should resolve a such,

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎10-09-2019 12:16 PM

HP Recommended

This problem has been fixed in build version 1903 of Windows.

Still checking on other build versions, ie 1809/1803

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‎10-09-2019 12:21 PM

HP Recommended

@8lives, it should be fixed in 1903 with KB4517389, in 1809 with KB4519338 and in 1803 with KB4520008.

 

Me too, still waiting for confirmation from multiple users.



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‎10-09-2019 01:58 PM

HP Recommended

@ShlomiL, thanks!

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‎10-12-2019 05:55 AM

HP Recommended

Sorry for the delay in my response.  Yes, this did work - they also had to change the port.  I can't tell you how much I appreciate your help!

Thanks!

Mary

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