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BNelson06 New Member
New Member

Word 2016 for Mac Crashes when Printing

Hello All,

I have some users operating on OS X 10.11.3 using Office 2016 for Mac. Whenever these users try to print double sided to our Xerox ColorQube 9201's, Word crashes. All Macs are using the latest Xerox 9201 driver - 3.65.3. I have pasted some of the error log below. Any help would be greatly appreciated!

 

NOTE: I checked Xerox today and there is a new driver - 3.68.0. I installed that, still having the same exact issue.

 

Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_INSTRUCTION
Exception Code: 0x00000001 (0x000000000dded000)
Date/Time: 2016-03-17 19:30:22 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application TimeStamp: 0x56db9eb4
Application Version: 15.20.0.160305
Crashed Module Name: CoreFoundation
Crashed Module Version: 6.9.0
Crashed Module Offset: 0x00187f79
Blame Module Name: XeroxFeatures
Blame Module Version: 3.65.3
Blame Module TimeStamp: 0x561e56a4
Blame Module Offset: 0x0000000000084420
StachHash: ffffcd4d
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409
Crashed thread: 0

uncaught ObjC exception, reason: An instance 0x87a1c710 of class XRChoiceFeature was deallocated while key value observers were still registered with it. Current observation info: <NSKeyValueObservationInfo 0x7f010cd0> (

<NSKeyValueObservance 0x884442e0: Observer: 0x88444340, Key path: isCurrentValueSpecified, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x884a3790>

<NSKeyValueObservance 0x88444200: Observer: 0x88444340, Key path: currentValue, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x87d5ffa0>

<NSKeyValueObservance 0x884426c0: Observer: 0x88442720, Key path: isCurrentValueSpecified, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x884a3790>

<NSKeyValueObservance 0x884441c0: Observer: 0x88442720, Key path: currentValue, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x87d5ffa0>

)

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9 Replies
Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: Word 2016 for Mac Crashes when Printing

Remove the driver and reinstall with an HP Jet direct port. Looks like the issue lies in SNMP, if it does, Jet direct will solve it.

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Joe.
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BNelson06 New Member
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Re: Word 2016 for Mac Crashes when Printing

Joe,

 

Can you provide more of an explanation. It seems like by removing the driver, and trying any other driver, I lose the ability to print double-sided as well as any of the other Xerox features I should be able to use with that printer.

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: Word 2016 for Mac Crashes when Printing

You are installing the same driver, just using a Jet direct port, which doesn't have SNMP to get in the way.

The Error clearly states the issue is the Xerox Features module, which pulls the printer options (Trays, stocks, Finisher)

Since it happens in MS Office, we can assume it is because the application itself is pulling that data to prefill the MS print options outside of the driver. And since Apple has disabled bi-di calls from a thrid party within an application (exactly the scenario here) within 10.11. It is safe to assume that is the issue here.

 

So for troubleshooting, remove the printer, reinstall the same driver but this time choose Jet direct instead of IPP or LPD.

Capture.GIF

 

You can't lose features unless you choose Airprint (not capable of features) or accidentally get installed with the Generic PS ppd.

There are no Xerox drivers that will not have duplex, it is a standard feature.

 

No features at all

 

1.GIF

 

Every possible feature

 

2.GIF

 

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
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Analyst Nation Moderator Joe053204-hcl
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Re: Word 2016 for Mac Crashes when Printing

Also, reboot the Mac after reinstalling, before printing.

OSX has had a terrible habit of not refreshing printers since 10.6.8 when they are reinstalled.

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
BNelson06 New Member
New Member

Re: Word 2016 for Mac Crashes when Printing

Again, Joe, thank you for all your help. However the issue still persists. The log is below:

 

Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_INSTRUCTION
Exception Code: 0x00000001 (0x0000000093aec00a)
Date/Time: 2016-03-18 18:12:49 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application TimeStamp: 0x56db9eb4
Application Version: 15.20.0.160305
Crashed Module Name: CoreFoundation
Crashed Module Version: 6.9.0
Crashed Module Offset: 0x00187f79
Blame Module Name: XeroxFeatures
Blame Module Version: 3.68.0
Blame Module TimeStamp: 0x56321b7c
Blame Module Offset: 0x0000000000084420
StachHash: ffffcd4d
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409
Crashed thread: 0
uncaught ObjC exception, reason: An instance 0x88f07c30 of class XRChoiceFeature was deallocated while key value observers were still registered with it. Current observation info: <NSKeyValueObservationInfo 0x88d22cd0> (
<NSKeyValueObservance 0x892db2b0: Observer: 0x892db270, Key path: isCurrentValueSpecified, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x892b4540>
<NSKeyValueObservance 0x892db350: Observer: 0x892db270, Key path: currentValue, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x8370b8e0>
<NSKeyValueObservance 0x892dcdf0: Observer: 0x892dcdb0, Key path: isCurrentValueSpecified, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x892b4540>
<NSKeyValueObservance 0x892db3b0: Observer: 0x892dcdb0, Key path: currentValue, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x8370b8e0>
)

 

 

I'm kind of glad that the issue didnt work as I wouldnt want to have all of our Mac users take these extra steps to map printers from our Windows print servers.

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Analyst Nation Moderator Joe053204-hcl
Analyst Nation Moderator

Re: Word 2016 for Mac Crashes when Printing

You really should have mentioned you were printing through a Windows print server in the first place.

The issue won't be fixed, Xerox won't even consider it unless you are printing direct.

I am totally unable to replicate your issue with the Mac driver direct to a 9203 running OSX 10.11.3 with the setup I provided above.

If you can replicate the issue , call Xerox, get to 2nd level and have them spar it.

 

But the following is one of 4 declined spars for the same type of issues when printing From a Mac, through Windows, to a printer.

 

Xerox does not support the following configuration: an LPR connection between
a Windows print server and a Mac client.
The Xerox Mac OSX driver contains custom XBDS filters/commands which are used
to communicate directly with the device. When communicating from a Mac to a Windows server, via LPR/LPD, the printer status jobs can hang in the Mac OS print queue. This occurs because Windows server cannot resolve the communication being sent from the Mac client. The reason the Windows server cannot resolve the communication is because the information sent from the Mac is meant for a
printer and not a Windows OS.

 

Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues. Your feedback counts!

Joe.
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bharrison New Member
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Re: Word 2016 for Mac Crashes when Printing

We have what I think may be the same problem ("XRChoiceFeature was deallocated while key value observers were still registered with it.") with using Apples Pages application to print to a Xerox Workcentre 7775 using driver version 3.68.0 under osx 10.10.5 when we select 2 sided print flip on short edge from the xerox features.  We are not going through windows.  We are printing directly to the printer.  The document actually prints but the pages app terminates.  I tried changing to a hp jetdirect as suggested including a reboot but that did not fix the problem.  Below is the problem report.  Any thoughts?

 

Process: Pages [919]
Path: /Applications/Pages.app/Contents/MacOS/Pages
Identifier: com.apple.iWork.Pages
Version: 5.6.1 (2562)
Build Info: Pages-2562000000000000~1
App Item ID: 409201541
App External ID: 814208633
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: Pages [919]
User ID: 501

Date/Time: 2016-04-14 18:31:39.106 -0700
OS Version: Mac OS X 10.10.5 (14F1713)
Report Version: 11
Anonymous UUID: 2D2DE5AE-8274-990E-319D-B8401078F01F


Time Awake Since Boot: 2200 seconds

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_BAD_INSTRUCTION (SIGILL)
Exception Codes: 0x0000000000000001, 0x0000000000000000

Application Specific Information:
Crashing on exception: An instance 0x6000008aa320 of class XRChoiceFeature was deallocated while key value observers were still registered with it. Current observation info: <NSKeyValueObservationInfo 0x608000056890> (
<NSKeyValueObservance 0x600000ac2610: Observer: 0x600001a47bc0, Key path: isCurrentValueSpecified, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x600001455b10>
<NSKeyValueObservance 0x600000ac26f0: Observer: 0x600001a47bc0, Key path: currentValue, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x600001654be0>
<NSKeyValueObservance 0x600000ac4750: Observer: 0x600001a48dc0, Key path: isCurrentValueSpecified, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x600001455b10>
<NSKeyValueObservance 0x600000ac47c0: Observer: 0x600001a48dc0, Key path: currentValue, Options: <New: YES, Old: NO, Prior: NO> Context: 0x0, Property: 0x600001654be0>
)

Application Specific Backtrace 1:
0 CoreFoundation 0x00007fff82b8e03c __exceptionPreprocess + 172
1 libobjc.A.dylib 0x00007fff8182d76e objc_exception_throw + 43
2 CoreFoundation 0x00007fff82b8deed +[NSException raise:format:] + 205
3 Foundation 0x00007fff8a1d87ce NSKVODeallocate + 293
4 libobjc.A.dylib 0x00007fff8184089c _ZN11objc_object17sidetable_releaseEb + 236
5 XeroxFeatures 0x00000001204627c7 -[UIState dealloc] + 84
6 libobjc.A.dylib 0x00007fff8184089c _ZN11objc_object17sidetable_releaseEb + 236
7 AppKit 0x00007fff8c8c9d0d -[NSMenuItem dealloc] + 239
8 libobjc.A.dylib 0x00007fff8184089c _ZN11objc_object17sidetable_releaseEb + 236
9 AppKit 0x00007fff8c8bfbb2 -[NSMenuItemCell dealloc] + 60
10 AppKit 0x00007fff8c8bf410 -[NSPopUpButtonCell dealloc] + 143
11 libobjc.A.dylib 0x00007fff8184089c _ZN11objc_object17sidetable_releaseEb + 236
12 AppKit 0x00007fff8c86bbde -[NSControl dealloc] + 83
13 AppKit 0x00007fff8c984b91 -[NSPopUpButton dealloc] + 72
14 libobjc.A.dylib 0x00007fff8184089c _ZN11objc_object17sidetable_releaseEb + 236
15 libobjc.A.dylib 0x00007fff81826e8f _ZN12_GLOBAL__N_119AutoreleasePoolPage3popEPv + 575
16 CoreFoundation 0x00007fff82a646f2 _CFAutoreleasePoolPop + 50
17 Foundation 0x00007fff8a14f832 -[NSAutoreleasePool drain] + 153
18 AppKit 0x00007fff8c790bc1 -[NSApplication run] + 800
19 AppKit 0x00007fff8c70d244 NSApplicationMain + 1832
20 Pages 0x000000010ffc34d0 Pages + 50384
21 libdyld.dylib 0x00007fff817295c9 start + 1

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 com.apple.AppKit 0x00007fff8cac5510 -[NSApplication _crashOnException:] + 109
1 com.apple.AppKit 0x00007fff8cac546b -[NSApplication reportException:] + 140
2 com.apple.AppKit 0x00007fff8c790c1c -[NSApplication run] + 891
3 com.apple.AppKit 0x00007fff8c70d244 NSApplicationMain + 1832
4 com.apple.iWork.Pages 0x000000010ffc34d0 0x10ffb7000 + 50384
5 libdyld.dylib 0x00007fff817295c9 start + 1

Thread 1:: Dispatch queue: com.apple.libdispatch-manager
0 libsystem_kernel.dylib 0x00007fff83bbd232 kevent64 + 10
1 libdispatch.dylib 0x00007fff811fb26e _dispatch_mgr_thread + 52

Thread 2:
0 libsystem_kernel.dylib 0x00007fff83bb74de mach_msg_trap + 10
1 libsystem_kernel.dylib 0x00007fff83bb664f mach_msg + 55
2 com.apple.CoreFoundation 0x00007fff82a9ceb4 __CFRunLoopServiceMachPort + 212
3 com.apple.CoreFoundation 0x00007fff82a9c37b __CFRunLoopRun + 1371
4 com.apple.CoreFoundation 0x00007fff82a9bbd8 CFRunLoopRunSpecific + 296
5 com.apple.AppKit 0x00007fff8c86356b _NSEventThread + 137
6 libsystem_pthread.dylib 0x00007fff869f205a _pthread_body + 131
7 libsystem_pthread.dylib 0x00007fff869f1fd7 _pthread_start + 176
8 libsystem_pthread.dylib 0x00007fff869ef3ed thread_start + 13

Thread 3:: com.apple.CFSocket.private
0 libsystem_kernel.dylib 0x00007fff83bbc3fa __select + 10
1 libsystem_pthread.dylib 0x00007fff869f205a _pthread_body + 131
2 libsystem_pthread.dylib 0x00007fff869f1fd7 _pthread_start + 176
3 libsystem_pthread.dylib 0x00007fff869ef3ed thread_start + 13

Thread 4:
0 libsystem_kernel.dylib 0x00007fff83bbc94a __workq_kernreturn + 10
1 libsystem_pthread.dylib 0x00007fff869ef3dd start_wqthread + 13

Thread 5:
0 libsystem_kernel.dylib 0x00007fff83bbc94a __workq_kernreturn + 10
1 libsystem_pthread.dylib 0x00007fff869ef3dd start_wqthread + 13

Thread 6:
0 libsystem_kernel.dylib 0x00007fff83bbc94a __workq_kernreturn + 10
1 libsystem_pthread.dylib 0x00007fff869ef3dd start_wqthread + 13

Thread 7:
0 libsystem_kernel.dylib 0x00007fff83bbc94a __workq_kernreturn + 10
1 libsystem_pthread.dylib 0x00007fff869ef3dd start_wqthread + 13

Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x00007fec01ea7400 rbx: 0x0000608001c50380 rcx: 0x0000000000000001 rdx: 0x0000000000000000
rdi: 0x00007fff4fc48660 rsi: 0x00000000000007c6 rbp: 0x00007fff4fc48b00 rsp: 0x00007fff4fc48af0
r8: 0x0000608000462b80 r9: 0x0000000000000000 r10: 0x00007fec019ffd90 r11: 0x00007fec01ea7400
r12: 0x00007fff818200c0 r13: 0x0000600000443f60 r14: 0x00007fff818200c0 r15: 0x00007fff725e8070
rip: 0x00007fff8cac5510 rfl: 0x0000000000010202 cr2: 0x0000000113998000

Logical CPU: 1
Error Code: 0x00000000
Trap Number: 6


...

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Dakotan New Member
New Member

Re: Word 2016 for Mac Crashes when Printing

Solved my problem. Thanks
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lwmang New Member
New Member

Re: Word 2016 for Mac Crashes when Printing

I'm having the same issue with Word 2016 crashing when I try to print. If I change no default options it will print. Unfortunately it default to two-sided printing, and when I choose 1-sided print it crashes. I tried the fix listed here and it changed nothing. I am using 10.12.2 and have all macOS and Office updates.

 

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