HawkSoft is aware of an issue preventing the Virtual Printer from working for some users on both HawkSoft 5 and 6, depending on their Windows version. We have identified that users are experiencing the issue due to these Windows updates:

  • 2025-10 Cumulative Update for Windows 11 Version 25H2
  • Windows 11 Version 25H2

When users attempt to print, if the workstation had this update installed, the error below is displayed:

We expect that Microsoft will release another update to fix the issue, but we do not know when this may occur. We recommend that you do not install the impacted updates. If the updates are already installed and you are experiencing the issue, see the instructions below for resolving the issue. 

 

Do not install the impacted Windows updates

These updates are not yet being automatically installed on workstations, but we recommend that you do not manually download and install these updates until Microsoft has resolved the issue, in order to prevent the Virtual Printer issue. Under Settings > Windows Update, you may also need to disable the option to "Get the latest updates as soon as they're available" or pause updates to ensure the impacted updates are not installed before the issue is resolved (please work with your IT administrator).   

 

Options for Resolving This Issue

See two options for resolving this issue below.

PLEASE NOTE: Both options may require an administrator to enter credentials. 

 

Option 1 (Recommended): Uninstall the Windows Update

  1. Open Command Prompt as Administrator
    1. Click the Start menu in Windows and type "cmd". 
    2. Right-click on Command Prompt and select Run as administrator. 
    3. If prompted by User Account Control, click Yes to allow it. 

  2. Run install commands
    Run the following two uninstall commands, one at a time. This may take several minutes to complete. Either of the commands may fail or give a message that the update is not installed, which is not an issue. 
    • wusa /uninstall /kb:5066835
    • wusa /uninstall /kb:5065789

  3. Restart the computer
    Restart when prompted, or after both uninstall processes have been completed. 

 

 

Option 2: Change Printer Driver (HawkSoft 6 only)

HawkSoft developers have added another Printer Driver for HawkSoft 6 to use. Follow the instructions below to uninstall the affected HawkSoft Virtual Printer Driver and install the Microsoft Driver. 

NOTE: Admin credentials may be required in order to complete these steps, depending on your agency's IT configuration. 

  1. Open the Setup menu, and then select My Workstation Settings.

  2. Click Install/Uninstall Virtual Printer



  3. Click Uninstall Virtual Printer (VP)



    If User Account Control appears, allow the change. This step may require admin credentials. If the user logged into the workstation is not an admin, the admin will need to log in to uninstall Virtual Printer. 

  4. Multiple windows may appear while the uninstall is completed.

  5. After the Virtual Printer Driver is uninstalled, the user that normally logs into the workstation must do the following:
    1. Log in to the workstation (do not log in as the admin)
    2. Log in to HawkSoft 6
    3. Go to My Workstation Settings and click Install/Uninstall Virtual Printer
    4. Select Install Virtual Printer - “Microsoft Driver”



  6. After it finishes and the user accepts the success dialog, restart HawkSoft.