49.4A.04 crash on HP printers with some PDF files

Report · Nov 20, 2017

We experience while printing some PDF files, created in Adobe Illustrator CS6 (windows) crashing HP printers.

The PDF files travel through our ERP system (Sap) and then through a Windows 2012R2 windows spoolserver, and then they are delivered direct to the printer. No drivers on Windows level are involved. Basically like putting a PDF file on a USB stick, put the stick in the printer and select file from the display of the printer to print (and then the HP printer crashes too..)

I've contacted HP about this issue, they've tested this and yes their testprinter crashed too. But they could not tell me what exactly is causing this crashing. (Other then this PDF is corrupt, which is I think not.) An example can be found at: https://we.tl/aGlwevsdnO

Anyone here who can help?

Tx

Mid Ocean Brands

Report · Dec 25, 2017

Hi MidOcean,

Sorry for the delay in response.

Are those files locked/secure? Is this issue reproducible with all the PDF's.

Also, looking at the issue description it seems the issue is more relevant to HP rather Acrobat.

Please update this discussion if you have already found an answer or solution to this issue. That will help future visitors

-Tariq Dar