Office 2013 crashes with Canon 8350 printer

Anonymous
2013-02-18T01:16:27+00:00

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

Microsoft 365 and Office | Word | For home | Windows

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
2013-03-01T14:44:35+00:00

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 Reputation points MVP Volunteer Moderator
2013-02-18T03:23:02+00:00

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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  1. Anonymous
    2013-02-18T23:52:24+00:00

    Thank you for this. Much appreciated.

    In case it's of interest to anybody, here is the error log. (Of course, I don't know what to do now, but at least now there's some information that somebody might be able to interpret...)

    Again, thanks.

    Faulting application name: WINWORD.EXE, version: 15.0.4454.1000, time stamp: 0x509a4ea6

    Faulting module name: ntdll.dll, version: 6.2.9200.16420, time stamp: 0x505ab405

    Exception code: 0xc0000005

    Fault offset: 0x0000000000001069

    Faulting process id: 0x3138

    Faulting application start time: 0x01ce0e3166649c73

    Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXE

    Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

    Report Id: b8acb64a-7a25-11e2-be7a-406186773f2d

    Faulting package full name:

    Faulting package-relative application ID:

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  2. Doug Robbins - MVP - Office Apps and Services 323.6K Reputation points MVP Volunteer Moderator
    2013-02-18T23:35:47+00:00

    See http://support.microsoft.com/kb/289508 - How to view error signatures if an Office program experiences a serious error and quits

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  3. Anonymous
    2013-02-18T22:58:12+00:00

    Yes, I get that you think it's Canon's fault. You've made that point (several times). Now, can we move past that?

    My problem is that I cannot print with this one particular piece of software. I am continuing to pursue this with Canon... but they think that the conclusion drawn by you, in every post, is almost certainly invalid.

    I'm hoping to get some answers. Perhaps somebody else can respond to this post to give me some suggestions... perhaps Microsoft technical support? I'm sorry, but just continuing to repeat your opinion on this is not particularly helpful.

    One thing that would be helpful - and perhaps you know how to do this and would be willing to share this information with me - is to get an error log of some sort so I can figure out exactly what is making WORD crash (or Excel or Outlook or Powerpoint) but not Internet Explorer or ACDSee or Endnote or Firefox or any of the other programs I have on my computer. Notice a pattern?

    I would be grateful if you can tell me how to do that. If not, that's fine - no need to reply further to this thread. I hear your opinion and accept that you believe it to be true. I just need to move on and figure something out... This "upgrade" has cost me enough time already.

    The only solution that's been offered so far that is reasonable in my opinion is deleting Office 365, cancelling my subscription, and returning to Office 2010. Actually, Open Office has been suggested as well. That prints, too, by the way, without problem.

    Help?

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