Office 2013 crashes with Canon 8350 printer

Anonymous

Hi I posted a question about this a bit over a week ago, but i think i accidentally marked the thread as closed when i went to reply to one of the emails. So, I'm posting again in the hopes of getting some help.

Here's the original thread: http://answers.microsoft.com/en-us/office/forum/office_365hp-word/canon-8350-printer-crashes-with-office-2013/5df6aff8-4c17-4481-8f40-31545d0cc2b0

Here's the situation: My Canon 8350 printer prints just fine with all programs except Office 2013. When I print from excel, word, etc., then the program crashes immediately.

This indicates that I've tried all of the standard things that have been recommended: changing printer driver, uninstalling and installing the driver, printing to a PDF and printing from there, creating a new user account, etc...

I am using Win8 on a Lenovo 220x. System works just fine otherwise... Canon lists this printer as being Win8 compatible.

Help?

Thank you,

Scott

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

Jiri Adamek provided the answer in another thread and I thought I'd share it here for others to see! I followed the instructions and it solved the problem. SO, it seems that the driver was at fault, and I apologize to Doug for my intransigence. I'm happy to have the problem solved!

Try to download drivers for the printer MF9280 which has newer version of build (v20.85). This drivers must be installed manually from the Control Panel. Do not use Canon setup file.

Please follow these steps: http://www.youtube.com/watch?v=ti-lVcG52dU

After it's done, go back to printer Properties, Advanced tab and select right drivers for your printer.

With MF9280 drivers the printer will not work, but in my case old drivers for Canon have begun working. It seems that some component of old drivers was replaced with newer version during setup.

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Doug Robbins - MVP - Office Apps and Services 323.6K MVP Volunteer Moderator

If you can print to the Adobe PDF printer or another PDF Printer such as PrimoPDF, then that definitely points to the issue being with the Canon printer driver.

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40 additional answers

Anonymous

2013-03-01T02:57:02+00:00

Yes, thanks, I've done this, but i haven't figured out how to actually replace that file. I did download one of those dllfix programs, but shied away at the end because it seemed more like a marketing scheme.

One one of the other threads I started on the topic, I was encouraged to use regsvr to replace the ntdll.dll file, but I received the following error: the module "ntdll.dll" was loaded but the entry-point DIIUnregisterServer was not found. Make sure that "ntdll.dll" is a valid DLL or OCX file and then try again. I requested help on that, but never heard back from the MS support person who recommended that step. I've searched for suggestions about that one, too, but no answers.

In any case, I think it's highly unlikely that an NVIDIA card could be related, since the exact same thing is happening on 3 different computers, 2 of which do not have NVIDIA cards.

The only constants in the equation are the printer and Office 2013/365, so I'm thinking that it must be one or the other. Of course, Office works fine with lots of other printers, and the printer works fine with every other program on all three machines. So, I'm sort of stuck in the middle.

Thanks for your thoughts, though. I am still hopeful that I'll be able to eventually get this working.
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Doug Robbins - MVP - Office Apps and Services 323.6K Reputation points MVP Volunteer Moderator

2013-02-28T23:15:50+00:00

I suggest that you do a bit of research on NTDLL.dll errors, but avoid any things that claim to fix *.dll errors. From some things that I have seen, an NVIDIA Graphics Card update was the cause of such errors, even though it is not mentioned in the error logs.
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Anonymous

2013-02-28T18:33:43+00:00
Okay, I might have some more ideas, but I need some more information.

EXCELLENT. Thank you. Info below in bold.

How are you connected to the printer? (LPT, network, USB, etc)

Connected via network, though the name happens when connected directly via USB. Incidentally, the exact same behavior is observed on 3 computers.

Which driver do you have installed? Is there a version number?

Latest driver from Canon website.http://www.usa.canon.com/cusa/support/consumer/printers_multifunction/imageclass_series/color_imageclass_mf8350cdn#DriversAndSoftwareIt's V. 20.05

Is there an error message either popup, or in the application event manager?

No popup, but the event manager gives the following:

Faulting application name: WINWORD.EXE, version: 15.0.4454.1000, time stamp: 0x509a4ea6Faulting module name: ntdll.dll, version: 6.2.9200.16420, time stamp: 0x505ab405Exception code: 0xc0000005Fault offset: 0x0000000000001069Faulting process id: 0x3138Faulting application start time: 0x01ce0e3166649c73Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXEFaulting module path: C:\WINDOWS\SYSTEM32\ntdll.dllReport Id: b8acb64a-7a25-11e2-be7a-406186773f2dFaulting package full name: Faulting package-relative application ID:

If it's excel or some other office appl, then that's listed as the application name instead. All indicate the fault with ntdll.dll.Thanks for any input.S

Is this Office 2013 or Office 365?

Do you have any office add-ins installed?
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