Safepay no longer prints to default printer

JaneF · 2025-02-14T10:17:38+00:00

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Hope someone can help. Printing when in Safepay has always worked correctly until one day it didn't. The default printer shown in the footer of the Safepay page is correct (a physical printer) but when asked to print it now just opens up Microsoft OneNote. I don't understand what could have caused this change or how to resolve it.

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Alexandru_BD

@camarie what do you think about this behavior?

camarie

I'm not sure yet.

There are reports of printer installing unsigned printer files (that is, files without digital signatures) which the dll protection feature blocks from loading as being insecure. I'm thinking the printing subsystem then changes the current printer to One Note (but without changing the default printer).

Is it the "Let Windows manage my default printer" flag set in the printer settings?

JaneF

Thanks for the reply. 'Allow Windows to manage my default printer' is set to off, but whilst on that page I noticed that OneNote was listed in the Printers and Scanners (and was not the default printer). OneNote isn't something I use so I removed it from the list of printers. I went back to Safepay and now instead of printing to the printer or printing to OneNote it opens up a save dialogue box to prompt you to save it as an Open XPS Document. Just out of curiosity I set the 'Allow Windows to manage my default printer' to on but it does not change the process.

From what you've said could it be that it's the printer that is the issue rather than BitDefender? For now I will just accept the Save to Open XPS Doc process - I will at least have a copy of the document that I need.

camarie

I am not comfortable with this, truth to be told. I would really like to get log files to understand what happens, because I would really like to know why this behavior. If this is not too time consuming, can you open a support ticket, please? This way the support team can assist and get the log files, and this will greatly help us to fix this unpleasant behavior.

JaneF

Yes, happy to help you understand. So I go through the correct channel, can you point me in the right direction to open a support ticket. Sorry, it isn't immediately obvious.

Gjoksi

Hello.

You can contact Bitdefender Consumer Support by chat, telephone or e-mail:

https://www.bitdefender.com/consumer/support/help/

Chat is the fastest way to get in touch with Bitdefender Consumer Support.

NOTE: Bitdefender telephone support is not toll-free!

Regards.

camarie

I think you can start from here: https://www.bitdefender.com/consumer/support/help/ Then pick the product version you have installed, and click on Contact support (via email).

skaef

Have exactly same problem. Has solution been found?

camarie

I believe yes. I could not reproduce it exactly, but via emulation and the fix looks to be working. It was already integrated in the tests, tested, and it is scheduled for release.

skaef

While awaiting next release, can I ask kindly where the Printer settngs is located? I do not see in either the BitDefender settings or in the VPN settings.

camarie

If you are referring to the printer settings inside Safepay, these are just two, and not in the sense of the actual printer settings (like paper size, color etc.) but related to the Safepay behavior:

Printing confirmation, which is to ask for user confirmation before printing
Allow print to PDF, which adds the printing to the "Microsoft Print to PDF". This was adding on the (justified) users request, since Safepay allows printing only on non-virtual printers (that is, printers which are actually connected on physical ports such as LPT1 or TCP/IP ports, not printers that renders output to a file) - but since banking implies also printing PDF forms, filling and then reuploading for various purposes, we decided to add this feature in a controlled way.

The printing on OneNote was an unfortunate side effect of a bug which I was mentioning in this thread in a previous message, the one with blocked printer dll files because they were not properly signed. That bug is fixed and will appear in the next update.

Currently I am working on adding more control to the printing, starting with the Allow printing background images, and then gradually adding more (I'm thinking first candidate would be to let the user pick the pages to print and not the whole document no matter what). As usual, we will announce every time we add or alter this on the regular announcements. But feel free to ask me anytime about progress or features you might want to see regarding printing.

camarie

@SoftHear Is this something that is manifesting in the latest version, 27.0.49.254 ?

Alexandru_BD

@camarie I think that one was a spam comment since they were promoting some products in their signature, thus I've deleted their post. 🙂 But thanks for following up on the thread anyway. 👍️

skaef

March 13 problems evidently now resolved with recent release, printing now to default printer without problems, thanks!

Alexandru_BD

Thanks for following up @skaef, appreciate it! 👍️

JaneF

I'm the original poster and thought I'd feedback that the printing has resumed to physical printing. For a time it saved to an Open XPS Document, now it automatically prints to the printer again. Thank you for resolving the issue.

camarie

Thank you so much, appreciate the feedback. As I said previously, I will improve the printing process in the future versions.

camarie

Update: the printing now honors background images since the last update.