Updated 16/09/2021 

A recent Windows 10 update (KB5005565) is causing some shared printers to stop working (communication issues between host and client computers). 

Please refer to the instructions below on how to remove the Windows update and pause future updates.

How to Remove the Windows 10 Update Automatically

We have created a batch file that will help guide you on removing any of the Windows 10 updates that are affecting your printers.

1. Please download this file onto the computer where your printer is directly connected to (you can follow the cable at the back of the printer to the correct computer)
   
   Note
   This will not be the computer that you cannot print from (only affects the 'host' computer).
2. Double-click to open the File. A security prompt may appear - please click on More Info:
   
   Then click on Run Anyway to proceed.
   
   Alternatively, please run the file as admin by right clicking > Run as Administrator.
3. The file will check if you have any Window 10 updates that are causing the printer issue. Follow the prompts. Restart when prompted.
   
   Note
   If this is your server computer, the Z programs across the store will not function until the restart is completed.
4. After the restart, please check how your printing is.

How to Remove the Windows 10 Update Manually

If the above file/method doesn't work, you may need to manually remove the update.

1. Press the Start button  on the bottom-left corner of your screen
2. Type 'control panel' and open your Control Panel
3. Then go to Programs and Features and to Installed Updates
4. Under Microsoft Windows, you should be able to see 'Security Update for Microsoft Windows (KB5005565)' installed recently
5. Click on the update
6. Press Uninstall
7. Restart the computer when prompted to do so.

Disabling Windows 10 Updates

To ensure that the Window 10 update doesn't automatically get reinstalled back onto your computer, we highly recommend pausing Windows 10 updates.

Taken from the Windows Official Support page

1. Click on the Start Button  then go to Settings 
2. In the next window, select Update & Security
3. Select Windows Update
4. Select either Pause updates for 7 days or Advanced options.
   
   Then, in the Pause updates section, select the drop-down menu and specify a date for updates to resume.
   
   Note
   After the pause limit is reached, you'll need to install the latest updates before you can pause updates again.

How to Clear the print queue in Windows 10

1. On the computer where your printer is directly connected to.
2. Press Windows key + R, type services.msc and press Enter.
   
   
3. In the Services window, scroll down and select Print Spooler. Select Stop for the service. In order to do this, you may need to be logged in as Administrator. 
   
   
4. Open File Explorer. Navigate to  C:\Windows\System32\Spool\ PRINTERS  then press Enter on the keyboard. 
5. 
6. Delete all contents inside the folder. Do not delete the PRINTERS folder itself.
   Note that this will remove all current print jobs, so make sure no one on your network is using the printer.
   
   
7. Now you can go back to the Services window and right-click and select Start for the Print Spooler service.
   
   

I need more help!

If you are still having issues with updating the Windows 10 Update, it is best to contact your IT/Hardware technician for a long term solution as this is only a temporary fix. We are still here to help but due to the high volume of calls at the moment, it may take us a little longer to get back to you.

Thank you for your patience and understanding.