Printer problem in Safepay

Museum

I have the same problem that has been previously discussed unable to print from Safepay. Most annoying. windows Firewall is turned off! I was with Kaspersky before and their Safemoney did not have this problem. if this continues with Bitdefender I will more than likely go back to Kaspersky.

Flexx

https://community.bitdefender.com/en/discussion/95858/printer-problem-in-safepay

Generate bitdefender BDsysLog: https://www.bitdefender.com/consumer/support/answer/1922/

Generate bitdefender support tool logs: https://www.bitdefender.com/consumer/support/answer/1733/

Generate bitdefender connectivity logs: https://www.bitdefender.com/consumer/support/answer/9689/

Share the logs & your query with bitdefender support team by dropping them an email at bitsy@bitdefender.com

If the generated logs are larger in size, you can upload the logs to google drive or we.tl (7days link validity for free users) or ask the support team to provide you with the online link & password of bitdefender cloud where you can upload the logs and share the upload link with the support team.

The support team will reply back to your query within next 24-48 hours excluding weekends.

Regards

Alexandru_BD

Hello @Museum,

Are you using a physical printer or a virtual printer (such as NitroPDF, PDF Creator or Microsoft XPS)?

I'm asking this because virtual printers are not supported in Safepay. Most virtual printers open windows in the initial desktop and block Safepay's secure desktop while waiting for your input. So, in this case, printing won't be available with Safepay.

In the event you are using a physical printer, turn OFF Firewall. Restart Safepay and check if you can print now. If it works this way, add your printer IP to Network exceptions in Firewall settings by following the steps described in this article:

https://www.bitdefender.com/consumer/support/answer/13428/

Let us know how it goes.

Regards

Michael Sa

I, too, suddenly can no longer print to any default physical printer from SafePay, and I have never used or want a virtual printer.

I followed the steps of making sure a working physical is default, closed safepay and reopened it.

Also turned off firewall, restarted SafePay, still no printing, yet this is the ONLY app that is giving trouble.

All this started immediately when Bitdefender Update was installed and computer was rebooted a few days ago. No changes or updates to any other programs or printer have been installed. Printer works fine with Word, etc.

Any ideas?

Alexandru_BD

Hello @Michael Sa,

This is a known issue that has been acknowledged by the development teams. The behavior has also been reported by one of our members in the German community:

https://community.bitdefender.com/de/discussion/95893/drucken-von-dokumenten-funktioniert-ueber-safepay-nicht-mehr

Safepay displays a message that virtual printers are not supported even if a physical printer is set as the default.

We look forward to a resolution.

Best regards,

Alex

blaze2

My printer is set as the default printer however safepay keeps telling me I can't use a virtual printer

Alexandru_BD

Hello @blaze2,

Kindly contact the Support teams and provide the engineers with the following information:

• printer name (as displayed in Windows)
• printer model
• Print processor used (see https://support.sepialine.com/hc/en-us/articles/115005376128-How-to-Change-the-Print-Processor-in-Windows )
• port used (see https://download4.epson.biz/sec_pubs/tips/Tips_Printer_3/en/GUID-4F5902D6-543A-4DA9-ADE9-EA755580CDA2.htm )
• operating system
• if "Let Windows manage my default printer" is enabled (see https://www.elevenforum.com/t/turn-on-or-off-let-windows-manage-default-printer-in-windows-11.7759/ )

The above information is required to speed up the resolution process.

You can get in touch with our engineers by choosing one of the contact channels available here:

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

Thanks and best regards,

Alex

Alexandru_BD

Hello,

A quick update on this issue, a fix has been released with a new build:

https://community.bitdefender.com/en/discussion/91738/product-updates-and-release-notes

Regards

pierceth

Just a note on not being able to print using safepay. The option to turnoff firewall contradicts the purpose of getting Bitdefender. Bitdefender needs to seamlessly handle this issue without user intervention. Totally disappointed, but hopefully look for a fix for this issue. For now I will not be using safepay so as to print out my bank statements and bill pay receipts. This kind of defeats the purpose of getting Bitdefender.

Tom

Alexandru_BD

Hello @pierceth,

I don't think you are required to disable the firewall to print in Safepay. Also, you are posting on an older thread. 🙂

Simply launch SafePay and go to its settings (the 3-dot menu next to the address bar). There you can turn ON 'allow print to PDF' and you are all set for printing in the encrypted browser:

But please do let me know if I got this wrong and elaborate on your issue.

Regards,

Alex