Symptoms

After Agent installation, the user experiences issues with printers, such as:

• printing does not work at all
• printing requests are sent slowly
• network printers cannot be found

The print spooler service crashes (traces of this can be found in the MS Event Logs) when the Agent is installed and a protection plan with Anti-Malware Protection is enabled on the machine.

Printing works fine if the protection plan with Anti-Malware Protection is disabled.

Cause

Issue in the product: Printer Spooler crash.

Solution

This issue has been fixed in an NGMP (Next Generation Malware Protection) definitions pack update. The initially released fix, NGMP build 1339, solves the issue in most cases; a newer release NGMP build (1350) solves some further NGMP update issues that have been found (including the issues preventing NGMP build 1339 from being applied via definitions auto-update or manually triggered definitions update).

Customers can wait for automatically scheduled updates (as defined in web console: Settings -> Protection -> Protection definitions update) to receive the fix or manually trigger the definition update, via the Update definitions button in the web console.

The Acronis agents do not need to be on version C21.11/build15.0.28323 in order to receive the fix - older agents also receive the fix in the definitions update.

How to check if an agent has its NGMP definitions pack updated to versions with the fix:

In the Backup Console for the customer-level tenant, go to Settings > Agents > select agent > click on the Details button in the right-hand-side menu pane. In the Details section, scroll down to Cyber Protect definitions section and check the version of Anti-malware definitions:

Collect information

In case the issue with printing persists after NGMP update, please collect crash dumps of spoolsv.exe process and system report from the affected machine, and contact Acronis Support with a reference to this article.