Print.PrintSupport.Source.dll seems to be causing Cubase freezes

Cubase
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1

I’m running Cubase Pro 12.0.70 on a Windows 10 Home version 22H2 64 bit machine.

Twice recently Cubase has frozen (endlessly spinning blue wheel, no response to any key). Unfortunately I can’t recall exactly what I was doing on either occasion, only that it was something fairly innocuous. I think once I had just added some text to a Notepad on an audio track, another time I was moving a track to a different folder: maybe. Both times I had to end Cubase in Task Manager. On restarting Cubase I clicked the button to send the log files to Steinberg.

I have run WinDbg Preview on the two freeze dump files, which I have attached below. In both cases the problem seems to have been caused by Print.PrintSupport.Source.dll. There’s a line in each dump file that says:

FAILURE_BUCKET_ID: BREAKPOINT_80000003_Print.PrintSupport.Source.dll!winrt::impl::wait_for_completed_winrt::Windows::Foundation::IAsyncOperation_winrt::Windows::Devices::Enumeration::DeviceInformation___

I have software on the Cubase machine for an HP Envy 4520 printer, because very occasionally I need to print something from that PC. But please note I never try to print when I’m using Cubase, and I certainly wasn’t trying to do anything print-related when these two freezes occured.

I checked and Print.PrintSupport.Source.dll is present in Windows/System32, 365 KB. Created 10 May 2023, more recently than I might have expected.

I can’t find anything on the forums about this.

Does anybody have any idea what is going on here? Is there another process I could be stopping in Task Manager when the freeze occurs rather than Cubase, so I don’t lose any Cubase work? Thanks.
Cubase 12.0.70.464 64bit 2023.6.30 21.53.34.968-freezedump.dmp (1.2 MB)
Cubase 12.0.70.464 64bit 2023.7.2 12.39.18.875-freezedump.dmp (1.3 MB)

2

Your printer driver is trying to detect the devices, the error says “Enumeration::DeviceInformationCollection” and that seems to hang. This is something that is independently happening from Cubase.

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Is your printer online while Cubase is freezing, or is it off?

3

I can’t be sure. It’s a wireless printer, which I don’t use every day. My guess would be it goes offline until a print job is sent to it. I have a couple of Windows laptops which also connect to this printer, which do not run Cubase. To my knowledge the PC running Cubase is the only one to have had a program freeze because of a printer issue.

4

Is your spool queue on the Cubase machine empty, or is there something that hangs in there and waits for the printer?

I don’t know what Cubase does when this happens, the dmp file has no link to it and that makes it hard to guess.

5

The print queue on the Cubase PC is empty at the moment. I haven’t tried to print anything from this PC for quite some time, so I assume the print queue was also empty when the Cubase freezes occurred.

When those Cubase freezes occurred, Windows appeared to continue running normally. I could open Task Manager and end Cubase from there, that’s the only way I could exit Cubase. And the PC appeared to be running normally.

I’m just having a look in the Windows Event viewer to see if it picked up anything untoward.

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There doesn’t seem to be any clues in the Windows Event Viewer as to what went wrong when Cubase froze.

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I should also say that on both occasions when I went into Task Manager to shut down Cubase, Cubase’s Power Usage was flagged as Very High.

8

I have seen the same or similar crash and have reported it.

1 Like
9

Have you reported it via the approved method for issues/bugs? I’m not sure I have in this post, but I guess one of us needs to!

10

Yes.

What printer drivers do you have installed?

11

To answer this, do I simply list all the printers I can see in the Devices and Printers window?

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In Devices and Printers there are:

HP Envy 4520 series (95C170) [default printer, currently online]
HP DeskJet 1220C [a USB printer disconnected long ago and greyed out, Status: Not Connected]
HP DeskJet 1220C (Copy 1) [greyed out, Status: Offline]
Fax
Microsoft Prnt to PDF
Microsoft XPS Document Writer
OneNote for Windows 10

13

This has just happened again. I had duplicated a MIDI track, and was amending the name of the duplicated track. I had finished, so I pressed Return, and Cubase froze with an eternally spinning blue wheel. It seems to be the same cause. Is this issue being looked at?
Cubase 12.0.70.464 64bit 2023.7.11 12.18.38.216-freezedump.dmp (1.2 MB)

14

It is the same dump content, pointing to the printer enumeration.

This is a user forum, so if you would like to get support (which seems to be a good idea here) you need to call Steinberg.

15

It is also a forum in which users can post potential bugs for confirmation by others, hence the pinned topic “How to format a bug report” near the top. I believe I have received confirmation in this thread. Presumably someone at Steinberg will then look at the issue, unless we are all simply wasting our time trying to report bugs here. And hence my question as to whether Steinberg is investigating this issue.

Just to add to the details, when I close Cubase in Task Manager, Cubase won’t restart properly, it says no valid licences are found. I have to restart the PC, then Cubase will start again. On trying to reopen the same project I get the message about there being a backup file which is more recent, but on trying to open that I’m told it was created with Cubase 1.x and cannot be opened. I imagine the backup is corrupted in some way, but the error message does not say that. In any event, I have lost work.

16

Yes, this topic is logged by Steinberg, I had a similar crash and have reported it. (That’s why I asked about which printers were installed on your machine, @Marbrien. To add to that report)

Bugs reported on the forum are indeed reviewed by the dev team. Submitting an online support ticket through the online support system means interacting directly with the tech support team, depending though, on your location.