Check printing "Format Payment Instructions" stuck at printing phase

Question

Hi,
One of our end users is complaining that he is running a Check Print Request (Format Payment Instructions), which is running since morning, though it completes within 2 minutes.
when i checked the logfile, i found that the request processing was completed successfully and the request is stuck at printing phase:
Request log:
Successfully executed PL/SQL.
Exit: iby.scheduler.FDExtractAndFormatting.unlockInstruction()
Request Completed Normally
Enter: iby.scheduler.FDExtractAndFormatting.queryAcpLtr
Accompanying letter format code: null
End time: Wed Jan 12 10:09:41 GST 2011
Time elapsed: 3459
Time elapsed: 0 min 3 sec 459 ms
Start of log messages from FND_FILE
End of log messages from FND_FILE
Executing request completion options...
------------- 1) PRINT   -------------
Printing output file.
Request ID : 23800025      
Number of copies : 1      
Printer : ptfchqprn
Since morning, the request is running and log is showing the same message.
Now, the user is saying that till 2 days back, he was able to print the checks via the same printer.
Here is the log of the same request ran by the same user. This request printed the check successfully.
Successfully executed PL/SQL.
Exit: iby.scheduler.FDExtractAndFormatting.unlockInstruction()
Request Completed Normally
Enter: iby.scheduler.FDExtractAndFormatting.queryAcpLtr
Accompanying letter format code: null
End time: Mon Jan 10 11:37:30 GST 2011
Time elapsed: 2339
Time elapsed: 0 min 2 sec 339 ms
Start of log messages from FND_FILE
End of log messages from FND_FILE
Executing request completion options...
------------- 1) PRINT   -------------
Printing output file.
Request ID : 23783976      
Number of copies : 1      
Printer : ptfchqprn
Finished executing request completion options.
I verified that the printer is working fine. I was able to print the sample file from OS and also the Active User Request output.
Also, the same request if printed via other check printers, is going fine and users are able to print the check.
Also, when i checked the OPP log, i did not find any messages for this request that the XML publisher has worked on it to convert it to PDF, the desired format.
Can someone help me with this.
thanks.

Answer 1

What is the application release? OS?
- solaris sparc - 64, R12.1.1, on 2 node RAC 11g
Since morning, the request is running and log is showing the same message.
Have you tried to submit the request again?
- Yes, more than twice.
Now, the user is saying that till 2 days back, he was able to print the checks via the same printer.
What if you submit the request as another user and print to the same printer?
- That I have to check with the Users.
I verified that the printer is working fine. I was able to print the sample file from OS and also the Active User Request output.
Any stuck jobs in the printer queue?
- We restarted the printer too and fired new jobs. All is fine.
Also, the same request if printed via other check printers, is going fine and users are able to print the check.
Since you are able to print the same request to some other printer, and you are able to print to the same printer from the OS/Application, then most probably this is an issue with that specific concurrent request (not concurrent program). Also, please check if you have any locks in the database (bounce the CM/Database if possible and try again).
- CM and Database are brought down at night and then started in the morning every night. So DB and CM have been bounced twice since the issue was reported.
Hussain, how can we check the issue with Conc Request, if any.