KNOWN ISSUE: Printing the Helpdesk Console from Internet Explorer 7 spikes CPU

Article:TECH30712  |  Created: 2007-06-06  |  Updated: 2007-11-20  |  Article URL http://www.symantec.com/docs/TECH30712
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Article Type
Technical Solution


Issue



I view the Helpdesk Console (or Incidents tab in the Altiris Console) and then click on the icon or link Format to Print. Now I go to the print preview. The "Page X of Y" Y values continues to increment and the CPU spikes to 100 percent.

Environment



Helpdesk 6.0.297 SP4
Internet Explorer 7*
Windows XP or Windows 2003 Server

Cause



This is a Microsoft Internet Explore 7 print issue.  Microsoft KB article 933264 discusses this issue (http://support.microsoft.com/default.aspx/kb/933264) for Windows XP computers, but does not work for Windows 2003 Servers.


Solution



Workaround:

Microsoft has a hotfix (IE7-WindowsXP-KB933264-x86-ENU.exe) that will allow you to print the Helpdesk Console and Altiris Console from a Windows XP computer, but you will need to obtain the hotfix from Microsoft.

Even with applying the hotfix, you still may see a CPU spike but to avoid that you will need to change the page orientation from Portrait to Landscape. To do this, in Internet Explorer, go to File > Page Setup and choose the radio button for Landscape (or click on the arrow next to the printer icon and do the same thing). In making this change, it will stay at Landscape until all browsers are closed and reset it back to default which is Portrait.

Important:  The Microsoft hotfix (IE7-WindowsXP-KB933264-x86-ENU.exe) does not work on Windows 2003 servers.  If you need to print the worker report, open the Helpdesk Console or Altiris Console on a Windows XP computer that has the above specified hot fix applied and run the print job from there.

Supplemental Materials

SourceDEFECT
ValueABQ 4249
DescriptionLogged in abqdc01 (Altiris - Albuquerque) database

Legacy ID



35342


Article URL http://www.symantec.com/docs/TECH30712


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